Question 1

The work of Parasuraman and colleagues identified how many gaps in service delivery?

Accepted Answer

A)  Two 
B)  Three 
C)  Four 
D)  Five 
E)  Six 
A)  Two 
B)  Three 
C)  Four 
D)  Five 
E)  Six

Question 2

Quality as value refers to which of the following?

Accepted Answer

A)  The best product 
B)  The cheapest price 
C)  A combination of the product and price 
D)  None of the above 
E)  All of the above 
A)  The best product 
B)  The cheapest price 
C)  A combination of the product and price 
D)  None of the above 
E)  All of the above

Question 3

Which of the following is an example of a peripheral service in a fitness club?

Accepted Answer

A)  Providing personal training 
B)  Maintaining the equipment and facilities 
C)  Prescribing an exercise program 
D)  Laundry services 
E)  All of the above 
A)  Providing personal training 
B)  Maintaining the equipment and facilities 
C)  Prescribing an exercise program 
D)  Laundry services 
E)  All of the above

Question 4

What do core service factors in a spectator sport include?

Accepted Answer

A)  Home team 
B)  Opposing team 
C)  Schedule convenience 
D)  Ticket services 
E)  All of the above 
A)  Home team 
B)  Opposing team 
C)  Schedule convenience 
D)  Ticket services 
E)  All of the above

Question 5

Quality is a function of the extent to which specifications are met.

Accepted Answer

A) True 
 B)False

Question 6

A product has value for a client only if it satisfies his or her needs.

Accepted Answer

A) True 
 B)False

Question 7

Four factors in the quality of sport tourism services are _______________________________, _________________________, _______________________ and ________________________.

Accepted Answer

Access quality, acco

Question 8

Gaps in service delivery may occur between what the customer expects and what the management thinks the customer expects.

Accepted Answer

A) True 
 B)False

Question 9

What are the five factors of the SERVQUAL model of service quality?

Accepted Answer

A)  Dependability, Guarantee, Materials, Empathy, Receptivity 
B)  Reliability, Reassurance, Tangibles, Sympathy, Accessible 
C)  Reliability, Assurance, Tangibles, Empathy, Responsiveness 
D)  Consistency, Promise, Materials, Compassion, Reactivity 
E)  None of the above 
A)  Dependability, Guarantee, Materials, Empathy, Receptivity 
B)  Reliability, Reassurance, Tangibles, Sympathy, Accessible 
C)  Reliability, Assurance, Tangibles, Empathy, Responsiveness 
D)  Consistency, Promise, Materials, Compassion, Reactivity 
E)  None of the above

Question 10

Game promotion is considered a core service of quality in spectator sport.

Accepted Answer

A) True 
 B)False

Question 11

Failure to satisfy customers happens because of five _______________________ in the process of assessing what the customer desires and what is delivered, including what the customer expected and what he or she perceived the service to be.

Accepted Answer

The answer of Failure to satisfy customers happens because of...

Question 12

The dimension in the quality of sport tourism that deals with such components as the city where the event is held, the sport venue, and the lodging accommodations is __________________________________.

Accepted Answer

The answer of The dimension in the quality of sport...

Question 13

What are the four standards of quality, as identified by Chelladurai and Chang?

Accepted Answer

A)  Quality, worth, conformance to conditions, meeting or exceeding customers' expectations 
B)  Excellence, value, conformance to specifications, meeting or exceeding customers' expectations 
C)  Quality, value, conformance to conditions, meeting or exceeding customers' expectations 
D)  Excellence, worth, conformance to specifications, meeting or exceeding customers' expectations 
E)  None of the above 
A)  Quality, worth, conformance to conditions, meeting or exceeding customers' expectations 
B)  Excellence, value, conformance to specifications, meeting or exceeding customers' expectations 
C)  Quality, value, conformance to conditions, meeting or exceeding customers' expectations 
D)  Excellence, worth, conformance to specifications, meeting or exceeding customers' expectations 
E)  None of the above

Question 14

Excellence refers to the best attainable standard, which requires small investments and hiring those with the best talent and skills for delivering the service.

Accepted Answer

A) True 
 B)False

Question 15

The four standards of quality are ________________________, ________________________, __________________________ and ____________________________.

Accepted Answer

Excellence, value, c

Question 16

In the quality of fitness services, things such as merchandise sales, availability of sports drinks and nutrition bars, and other services not related to fitness itself are considered _____________________________ services.

Accepted Answer

The answer of In the quality of fitness services, things...

Question 17

A product with good service quality will meet the customer's ____________________ and will be free of __________________________.

Accepted Answer

The answer of A product with good service quality will...

Question 18

How can service quality be defined?

Accepted Answer

A)  Conformance to clearly specified requirements 
B)  Product meets customer needs and is free of deficiencies 
C)  Features of a product or service satisfy stated or implied needs 
D)  Source of satisfaction or delight for the customer 
E)  All of the above 
A)  Conformance to clearly specified requirements 
B)  Product meets customer needs and is free of deficiencies 
C)  Features of a product or service satisfy stated or implied needs 
D)  Source of satisfaction or delight for the customer 
E)  All of the above

Question 19

The physical surroundings of sport stadiums and arenas-including facilities, surrounding scenery, quality of playing surfaces, and equipment-are all considered part of the _____________________________.

Accepted Answer

The answer of The physical surroundings of sport stadiums and...

Question 20

Facilities, the surrounding scenery, the quality of playing surfaces, and equipment are all examples of the reliability of service quality.

Accepted Answer

A) True 
 B)False

The work of Parasuraman and colleagues identified how many gaps in service delivery?

Quality as value refers to which of the following?

Which of the following is an example of a peripheral service in a fitness club?

What do core service factors in a spectator sport include?

Quality is a function of the extent to which specifications are met.

A product has value for a client only if it satisfies his or her needs.

Four factors in the quality of sport tourism services are ___________________, _, _ and ______________.

Gaps in service delivery may occur between what the customer expects and what the management thinks the customer expects.

What are the five factors of the SERVQUAL model of service quality?

Game promotion is considered a core service of quality in spectator sport.

Failure to satisfy customers happens because of five _______________________ in the process of assessing what the customer desires and what is delivered, including what the customer expected and what he or she perceived the service to be.

The dimension in the quality of sport tourism that deals with such components as the city where the event is held, the sport venue, and the lodging accommodations is __________________________________.

What are the four standards of quality, as identified by Chelladurai and Chang?

Excellence refers to the best attainable standard, which requires small investments and hiring those with the best talent and skills for delivering the service.

The four standards of quality are , , and ______.

In the quality of fitness services, things such as merchandise sales, availability of sports drinks and nutrition bars, and other services not related to fitness itself are considered _____________________________ services.

A product with good service quality will meet the customer's and will be free of ______.

How can service quality be defined?

The physical surroundings of sport stadiums and arenas-including facilities, surrounding scenery, quality of playing surfaces, and equipment-are all considered part of the _____________________________.

Facilities, the surrounding scenery, the quality of playing surfaces, and equipment are all examples of the reliability of service quality.

Defining the Field of Sport Management

Classical View of Organizations

Systems View of Organizations

Meaning of Management

Planning

Managerial Decision Making

Principles of Organizing

Systems-Based Organizing

Staffing

Motivational Basis of Leading

Behavioral Process of Leading

Contemporary Approaches to Leadership

Managing Diversity

Program Evaluation

Organizational Effectiveness

Filters

Exam 15: Service Quality

The work of Parasuraman and colleagues identified how many gaps in service delivery?

Quality as value refers to which of the following?

Which of the following is an example of a peripheral service in a fitness club?

What do core service factors in a spectator sport include?

Quality is a function of the extent to which specifications are met.

A product has value for a client only if it satisfies his or her needs.

Four factors in the quality of sport tourism services are _______________________________, _________________________, _______________________ and ________________________.

Gaps in service delivery may occur between what the customer expects and what the management thinks the customer expects.

What are the five factors of the SERVQUAL model of service quality?

Game promotion is considered a core service of quality in spectator sport.

Failure to satisfy customers happens because of five _______________________ in the process of assessing what the customer desires and what is delivered, including what the customer expected and what he or she perceived the service to be.

The dimension in the quality of sport tourism that deals with such components as the city where the event is held, the sport venue, and the lodging accommodations is __________________________________.

What are the four standards of quality, as identified by Chelladurai and Chang?

Excellence refers to the best attainable standard, which requires small investments and hiring those with the best talent and skills for delivering the service.

The four standards of quality are ________________________, ________________________, __________________________ and ____________________________.

In the quality of fitness services, things such as merchandise sales, availability of sports drinks and nutrition bars, and other services not related to fitness itself are considered _____________________________ services.

A product with good service quality will meet the customer's ____________________ and will be free of __________________________.

How can service quality be defined?

The physical surroundings of sport stadiums and arenas-including facilities, surrounding scenery, quality of playing surfaces, and equipment-are all considered part of the _____________________________.

Facilities, the surrounding scenery, the quality of playing surfaces, and equipment are all examples of the reliability of service quality.

Defining the Field of Sport Management

Classical View of Organizations

Systems View of Organizations

Meaning of Management

Planning

Managerial Decision Making

Principles of Organizing

Systems-Based Organizing

Staffing

Motivational Basis of Leading

Behavioral Process of Leading

Contemporary Approaches to Leadership

Managing Diversity

Program Evaluation

Organizational Effectiveness

Filters

Four factors in the quality of sport tourism services are ___________________, _, _ and ______________.

The four standards of quality are , , and ______.

A product with good service quality will meet the customer's and will be free of ______.