Question 1

The most important determinant of service quality is ________ which refers to the ability to perform the promised service dependably and accurately.

Accepted Answer

A)  empathy 
B)  assurance 
C)  reliability 
D)  responsiveness 
E)  tangibles 
A)  empathy 
B)  assurance 
C)  reliability 
D)  responsiveness 
E)  tangibles

Question 2

Over time, manufacturers switc more maintenance and repair services to authorized distributors and dealers.

Accepted Answer

A) True 
 B)False

Question 3

No matter what the "service", consumers can judge the quality that they receive from the service provider.

Accepted Answer

A) True 
 B)False

Question 4

Service industries are everywhere. They include government, private nonprofit, business sector, manufacturing sector, and the

Accepted Answer

A)  insurance salespeople. 
B)  seasonal workers. 
C)  service factory. 
D)  temporary workers. 
E)  retail sector. 
A)  insurance salespeople. 
B)  seasonal workers. 
C)  service factory. 
D)  temporary workers. 
E)  retail sector.

Question 5

One study estimated that one-third of all service problems are caused by the

Accepted Answer

A)  expectation. 
B)  delivery. 
C)  manager. 
D)  customer. 
E)  employee. 
A)  expectation. 
B)  delivery. 
C)  manager. 
D)  customer. 
E)  employee.

Question 6

How has the Internet empowered customers?

Accepted Answer

Customers can use the power of the Inter

Question 7

Service companies try to communicate quality to their customers through physical evidence. For a restaurant, which of the following would play a key role in communicating the message "eat here" to customers' best?

Accepted Answer

A)  price 
B)  symbols 
C)  equipment 
D)  place 
E)  people 
A)  price 
B)  symbols 
C)  equipment 
D)  place 
E)  people

Question 8

A buyer may try to estimate the life-cycle cost of purchasing a product. Life-cycle cost is defined as the

Accepted Answer

A)  product's purchase cost plus any salvage value. 
B)  product's purchase cost plus discounted cost of maintenance and repair less any salvage value. 
C)  product's purchase cost plus discounted cost of maintenance and repair plus any salvage value. 
D)  product's purchase cost plus discounted cost of maintenance and repair. 
E)  product's purchase cost plus the total cost of maintenance and repair less any salvage value. 
A)  product's purchase cost plus any salvage value. 
B)  product's purchase cost plus discounted cost of maintenance and repair less any salvage value. 
C)  product's purchase cost plus discounted cost of maintenance and repair plus any salvage value. 
D)  product's purchase cost plus discounted cost of maintenance and repair. 
E)  product's purchase cost plus the total cost of maintenance and repair less any salvage value.

Question 9

Services can be judged on customer importance and company performance. ________ is used to rate the various elements of the service bundle and identify what actions are required.

Accepted Answer

A)  Reliability-service indices analysis 
B)  Consumer-quality analysis 
C)  Key-service indices analysis 
D)  SERVQAL 
E)  Importance-performance analysis 
A)  Reliability-service indices analysis 
B)  Consumer-quality analysis 
C)  Key-service indices analysis 
D)  SERVQAL 
E)  Importance-performance analysis

Question 10

In your service firm, you and your colleagues are always choosing between fully answering the consumer's questions and waiting on the next customer. The firm's standards are not clear on how they want you to perform. When asked, your boss answers "you make the decision." This is an example of which service-quality "gap"?

Accepted Answer

"Gap 3"-Gap between

Question 11

Services have four distinctive characteristics, one of these five being "pure service."

Accepted Answer

A) True 
 B)False

Question 12

You were disappointed in the way your carpets were cleaned by a carpet cleaning company. The manager of the firm immediately dispatched a "second" team to re-clean your carpets at no additional costs. In addition, the manager made a visit to your house the next day to personally inspect the work and to ensure that you were completely satisfied with his company. As a result, you will recommend this carpet cleaning company to friends and family. This service provider knows that

Accepted Answer

A)  its reputation depends on never receiving complaints. 
B)  customers evaluate complaint incidents in terms of the outcomes they receive. 
C)  major and minor complaints do not affect future purchases. 
D)  word-of-mouth will not affect its success. 
E)  if the complaints are handled quickly, the firm will not be liable for future damages. 
A)  its reputation depends on never receiving complaints. 
B)  customers evaluate complaint incidents in terms of the outcomes they receive. 
C)  major and minor complaints do not affect future purchases. 
D)  word-of-mouth will not affect its success. 
E)  if the complaints are handled quickly, the firm will not be liable for future damages.

Question 13

The creation of "service standards" such as a policy of answering the company's phone on the second ring, is an example of a firm trying to prevent which of the service-quality "gaps" from ever beginning?

Accepted Answer

This is an example of translating the co

Question 14

Service companies try to demonstrate their service qualities through physical evidence and presentation.

Accepted Answer

A) True 
 B)False

Question 15

When you call your bank to inquire about your balance, instantaneously the bank relegates you to a "tier" based upon your profitability to the bank. The best customers receive the best service. What is the premise behind the use of profit tiers and how what is a risk involved in differentiating levels of service?

Accepted Answer

Firms have decided to raise fees and low

Question 16

The last time you were in this restaurant, your dinner was excellent "as you remember it" and tonight is your anniversary and as such, you are looking forward to an enjoyable evening. At the end of the meal, your perception is that the service was not up to "par" and the evening was not as successful as you had hoped. In the service quality model, which "gap" prevailed?

Accepted Answer

This would be "gap"

Question 17

Top firms audit service performance, both their own and their competitors' on a regular basis. They collect ________ measurements to probe customer satisfiers and dissatisfiers.

Accepted Answer

A)  focus group 
B)  chat room 
C)  e-mail solicitation 
D)  voice of the customer 
E)  consumer activists group 
A)  focus group 
B)  chat room 
C)  e-mail solicitation 
D)  voice of the customer 
E)  consumer activists group

Question 18

Service industries in Canada grew 8.4 percent between 2006 and 2010. Some service sectors grew even more; ________ grew at nearly 11 percent.

Accepted Answer

A)  legal services 
B)  regulatory agencies 
C)  management consulting 
D)  cultural services 
E)  retail trade 
A)  legal services 
B)  regulatory agencies 
C)  management consulting 
D)  cultural services 
E)  retail trade

Question 19

Which of the following would be an example of a "pure service"?

Accepted Answer

A)  toothpaste 
B)  massage 
C)  copier company 
D)  car dealer 
E)  airlines 
A)  toothpaste 
B)  massage 
C)  copier company 
D)  car dealer 
E)  airlines

Question 20

Top service companies are "customer obsessed." They have a clear sense of their target customers and their needs. Their management looks not only at financial performance on a monthly basis, but also at

Accepted Answer

A)  marketing activities. 
B)  service performance. 
C)  employee training. 
D)  consumer complaints. 
E)  tangible rewards. 
A)  marketing activities. 
B)  service performance. 
C)  employee training. 
D)  consumer complaints. 
E)  tangible rewards.

The most important determinant of service quality is ________ which refers to the ability to perform the promised service dependably and accurately.

Over time, manufacturers switc more maintenance and repair services to authorized distributors and dealers.

No matter what the "service", consumers can judge the quality that they receive from the service provider.

Service industries are everywhere. They include government, private nonprofit, business sector, manufacturing sector, and the

One study estimated that one-third of all service problems are caused by the

How has the Internet empowered customers?

Service companies try to communicate quality to their customers through physical evidence. For a restaurant, which of the following would play a key role in communicating the message "eat here" to customers' best?

A buyer may try to estimate the life-cycle cost of purchasing a product. Life-cycle cost is defined as the

Services can be judged on customer importance and company performance. ________ is used to rate the various elements of the service bundle and identify what actions are required.

Services have four distinctive characteristics, one of these five being "pure service."

The creation of "service standards" such as a policy of answering the company's phone on the second ring, is an example of a firm trying to prevent which of the service-quality "gaps" from ever beginning?

Service companies try to demonstrate their service qualities through physical evidence and presentation.

Top firms audit service performance, both their own and their competitors' on a regular basis. They collect ________ measurements to probe customer satisfiers and dissatisfiers.

Service industries in Canada grew 8.4 percent between 2006 and 2010. Some service sectors grew even more; ________ grew at nearly 11 percent.

Which of the following would be an example of a "pure service"?

Top service companies are "customer obsessed." They have a clear sense of their target customers and their needs. Their management looks not only at financial performance on a monthly basis, but also at

Defining Marketing for the 21st Century

Developing Marketing Strategies and Plans

Collecting Information and Forecasting Demand

Conducting Marketing Research

Creating Long term Loyalty Relationships

Analyzing Consumer Markets

Analyzing Business Markets

Identifying Market Segments and Targets

Creating Brand Equity

Crafting the Brand Position

Competitive Dynamics

Setting Product Strategy

Developing Pricing Strategies and Programs

Designing and Managing Integrated Marketing Channels

Managing Retailing, Wholesaling, and Logistics

Designing and Managing Integrated Marketing Communications

Managing Mass Communications: Advertising, Sales Promotions, Events and Experiences, and Public Relations

Managing Personal Communications: Direct and Interactive Marketing, Word of Mouth, and Personal Selling

Introducing New Marketing Offerings

Tapping into Global Markets

Managing a Holistic Marketing Organization

Filters

Exam 13: Designing and Managing Services

The most important determinant of service quality is ________ which refers to the ability to perform the promised service dependably and accurately.

Over time, manufacturers switc more maintenance and repair services to authorized distributors and dealers.

No matter what the "service", consumers can judge the quality that they receive from the service provider.

Service industries are everywhere. They include government, private nonprofit, business sector, manufacturing sector, and the

One study estimated that one-third of all service problems are caused by the

How has the Internet empowered customers?

Service companies try to communicate quality to their customers through physical evidence. For a restaurant, which of the following would play a key role in communicating the message "eat here" to customers' best?

A buyer may try to estimate the life-cycle cost of purchasing a product. Life-cycle cost is defined as the

Services can be judged on customer importance and company performance. ________ is used to rate the various elements of the service bundle and identify what actions are required.

Services have four distinctive characteristics, one of these five being "pure service."

The creation of "service standards" such as a policy of answering the company's phone on the second ring, is an example of a firm trying to prevent which of the service-quality "gaps" from ever beginning?

Service companies try to demonstrate their service qualities through physical evidence and presentation.

Top firms audit service performance, both their own and their competitors' on a regular basis. They collect ________ measurements to probe customer satisfiers and dissatisfiers.

Service industries in Canada grew 8.4 percent between 2006 and 2010. Some service sectors grew even more; ________ grew at nearly 11 percent.

Which of the following would be an example of a "pure service"?

Top service companies are "customer obsessed." They have a clear sense of their target customers and their needs. Their management looks not only at financial performance on a monthly basis, but also at

Defining Marketing for the 21st Century

Developing Marketing Strategies and Plans

Collecting Information and Forecasting Demand

Conducting Marketing Research

Creating Long term Loyalty Relationships

Analyzing Consumer Markets

Analyzing Business Markets

Identifying Market Segments and Targets

Creating Brand Equity

Crafting the Brand Position

Competitive Dynamics

Setting Product Strategy

Developing Pricing Strategies and Programs

Designing and Managing Integrated Marketing Channels

Managing Retailing, Wholesaling, and Logistics

Designing and Managing Integrated Marketing Communications

Managing Mass Communications: Advertising, Sales Promotions, Events and Experiences, and Public Relations

Managing Personal Communications: Direct and Interactive Marketing, Word of Mouth, and Personal Selling

Introducing New Marketing Offerings

Tapping into Global Markets

Managing a Holistic Marketing Organization

Filters