Question 1

SERVQUAL is an example of a ____________ measure of service quality.

Accepted Answer

A) hard 
B) soft 
C) sophisticated 
D) None of the above 
A) hard 
B) soft 
C) sophisticated 
D) None of the above B

Question 2

The GAPS model is used to capture all possible sources of gaps in customer service quality perceptions.

Accepted Answer

A) True 
 B)False  True

Question 3

Service quality gap is the difference between what customers expect and their perception of the service actually delivered.

Accepted Answer

A) True 
 B)False  True

Question 4

Describe what is meant by the 80/20 rule in the context of an airline.

Accepted Answer

The 80/20 rule refers to 80 pe

Question 5

Which of the following is one of the customer-driven approaches to improving productivity?

Accepted Answer

A) Ask customers not to use third parties. 
B) Limiting customer involvement in production. 
C) Changing the timing of customer demand. 
D) Reducing backstage elements of production. 
E) Reducing front-stage elements of production. 
A) Ask customers not to use third parties. 
B) Limiting customer involvement in production. 
C) Changing the timing of customer demand. 
D) Reducing backstage elements of production. 
E) Reducing front-stage elements of production.

Question 6

Pareto Analysis underlies the 80/20 rule, because 80% of problems are caused by 20% of variables.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following is NOT a category in extended Fishbone Diagram?

Accepted Answer

A) Equipment 
B) Personnel 
C) Information 
D) Accounting 
A) Equipment 
B) Personnel 
C) Information 
D) Accounting

Question 8

One weakness of mystery shopping for customer feedback collection is that it is expensive.

Accepted Answer

A) True 
 B)False

Question 9

List a major service firm from the chapter that has received the Malcolm-Baldrige National Quality Award.

Accepted Answer

The Ritz-C

Question 10

Discuss what the six sigma approach is and how it can be applied to service quality and productivity.

Accepted Answer

Six sigma was originally developed by Mo

Question 11

Some marketing strategies for customer satisfaction can prove to be costly and disruptive.

Accepted Answer

A) True 
 B)False

Question 12

Give an example of biometric test usage in a service environment.

Accepted Answer

Disneyworld provides

Question 13

Explain what SERVQUAL is and how it is used in services.

Accepted Answer

SERVQUAL is a self-report tool used to m

Question 14

What is the difference between fishbone diagrams and blueprinting?

Accepted Answer

Fishbone diagrams tell us the

Question 15

A study by Holiday Inn actually showed that as the number of defects per hotel increase, the amount of revenue per room increases.

Accepted Answer

A) True 
 B)False

Question 16

TQM comprises of requirements, definitions, guidelines, and related standards to provide independent quality assessment.

Accepted Answer

A) True 
 B)False

Question 17

What is service quality?

Accepted Answer

Common perspective on quality includes t

Question 18

The Gaps Model is used to ____________.

Accepted Answer

A) improve customer satisfaction 
B) reduce productivity problems 
C) diagnose and address service quality problems 
D) enhance a firm's profitability 
A) improve customer satisfaction 
B) reduce productivity problems 
C) diagnose and address service quality problems 
D) enhance a firm's profitability

Question 19

Which following reasons add more complexity to the Service Quality-Productivity-Profit Triangle?

Accepted Answer

A) Productivity improvements can make customer satisfaction droa. 
B) Some improvements in customer satisfaction strategies can be costly. 
C) Some quality improvements may not have any implication for productivity. 
D) All of the above 
E) None of the above 
A) Productivity improvements can make customer satisfaction droa. 
B) Some improvements in customer satisfaction strategies can be costly. 
C) Some quality improvements may not have any implication for productivity. 
D) All of the above 
E) None of the above

Question 20

Cutbacks in front-stage staffing means that there are insufficient personnel to serve customers promptly.

Accepted Answer

A) True 
 B)False

SERVQUAL is an example of a ____________ measure of service quality.

The GAPS model is used to capture all possible sources of gaps in customer service quality perceptions.

Service quality gap is the difference between what customers expect and their perception of the service actually delivered.

Describe what is meant by the 80/20 rule in the context of an airline.

Which of the following is one of the customer-driven approaches to improving productivity?

Pareto Analysis underlies the 80/20 rule, because 80% of problems are caused by 20% of variables.

Which of the following is NOT a category in extended Fishbone Diagram?

One weakness of mystery shopping for customer feedback collection is that it is expensive.

List a major service firm from the chapter that has received the Malcolm-Baldrige National Quality Award.

Discuss what the six sigma approach is and how it can be applied to service quality and productivity.

Some marketing strategies for customer satisfaction can prove to be costly and disruptive.

Give an example of biometric test usage in a service environment.

Explain what SERVQUAL is and how it is used in services.

What is the difference between fishbone diagrams and blueprinting?

A study by Holiday Inn actually showed that as the number of defects per hotel increase, the amount of revenue per room increases.

TQM comprises of requirements, definitions, guidelines, and related standards to provide independent quality assessment.

What is service quality?

The Gaps Model is used to ____________.

Which following reasons add more complexity to the Service Quality-Productivity-Profit Triangle?

Cutbacks in front-stage staffing means that there are insufficient personnel to serve customers promptly.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Building a World-Class Service Organization

Filters

Exam 14: Improving Service Quality and Productivity

SERVQUAL is an example of a ____________ measure of service quality.

The GAPS model is used to capture all possible sources of gaps in customer service quality perceptions.

Service quality gap is the difference between what customers expect and their perception of the service actually delivered.

Describe what is meant by the 80/20 rule in the context of an airline.

Which of the following is one of the customer-driven approaches to improving productivity?

Pareto Analysis underlies the 80/20 rule, because 80% of problems are caused by 20% of variables.

Which of the following is NOT a category in extended Fishbone Diagram?

One weakness of mystery shopping for customer feedback collection is that it is expensive.

List a major service firm from the chapter that has received the Malcolm-Baldrige National Quality Award.

Discuss what the six sigma approach is and how it can be applied to service quality and productivity.

Some marketing strategies for customer satisfaction can prove to be costly and disruptive.

Give an example of biometric test usage in a service environment.

Explain what SERVQUAL is and how it is used in services.

What is the difference between fishbone diagrams and blueprinting?

A study by Holiday Inn actually showed that as the number of defects per hotel increase, the amount of revenue per room increases.

TQM comprises of requirements, definitions, guidelines, and related standards to provide independent quality assessment.

What is service quality?

The Gaps Model is used to ____________.

Which following reasons add more complexity to the Service Quality-Productivity-Profit Triangle?

Cutbacks in front-stage staffing means that there are insufficient personnel to serve customers promptly.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Building a World-Class Service Organization

Filters