Question 1

The component of a firm's service quality information system that is used specifically to assess employee performance is:

Accepted Answer

A) solicitation of customer complaints. 
B) customer focus group interviews. 
C) employee surveys. 
D) mystery shopping. 
E) total market service quality survey. 
A) solicitation of customer complaints. 
B) customer focus group interviews. 
C) employee surveys. 
D) mystery shopping. 
E) total market service quality survey. D

Question 2

Excellent companies will have the customer's best interest at heart is a typical statement within the ____ dimension of the SERVQUAL scale.

Accepted Answer

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

Question 3

The difference between the quality standards set for service performance and the actual quality of the service performed is called the _____ gap.

Accepted Answer

A) knowledge 
B) standards 
C) delivery 
D) communications 
E) service 
A) knowledge 
B) standards 
C) delivery 
D) communications 
E) service C

Question 4

All of the following are part of the logic for the position that satisfaction assists consumers inrevising service quality perceptions except:

Accepted Answer

A) Consumer perceptions of the service quality of a firm with which he or she has no prior experience is based on the consumer's expectations. 
B) Subsequent encounters with the firm lead the consumer through the disconfirmation process and revisedperceptions of service quality are formed. 
C) Once service quality perceptions are fixed,additional encounters with the firm have little bearing. 
D) Revised service quality perceptions modify future consumer purchase intentions toward the firm. 
E) The sum of a customer's satisfaction over time with a single firm equals the customer's service quality perception. 
A) Consumer perceptions of the service quality of a firm with which he or she has no prior experience is based on the consumer's expectations. 
B) Subsequent encounters with the firm lead the consumer through the disconfirmation process and revisedperceptions of service quality are formed. 
C) Once service quality perceptions are fixed,additional encounters with the firm have little bearing. 
D) Revised service quality perceptions modify future consumer purchase intentions toward the firm. 
E) The sum of a customer's satisfaction over time with a single firm equals the customer's service quality perception.

Question 5

The SERVQUALassessment of a firm's competence,courtesy to its customers,and security of its operations is the ____ dimension.

Accepted Answer

A) tangibles 
B) employee satisfaction 
C) responsiveness 
D) assurance 
E) reliability 
A) tangibles 
B) employee satisfaction 
C) responsiveness 
D) assurance 
E) reliability

Question 6

Minimizing the amount of role conflict and role ambiguity experienced by employees will help reduce the size of the _____ gap.

Accepted Answer

A) knowledge 
B) standards 
C) delivery 
D) communications 
E) confirmation 
A) knowledge 
B) standards 
C) delivery 
D) communications 
E) confirmation

Question 7

Understanding the customer is a critical step toward minimizing or completely eliminating the _____ gap.

Accepted Answer

A) knowledge 
B) standards 
C) delivery 
D) communications 
E) confirmation 
A) knowledge 
B) standards 
C) delivery 
D) communications 
E) confirmation

Question 8

_____ examine(s) the customer'sperspective of a firm's strengths and weaknesses.

Accepted Answer

A) Customer research 
B) Employee survey 
C) Noncustomer research 
D) Customer complaints 
E) Service quality survey 
A) Customer research 
B) Employee survey 
C) Noncustomer research 
D) Customer complaints 
E) Service quality survey

Question 9

The component of a firm's service quality information system that assesses the firm's and competitor's service quality ratings is:

Accepted Answer

A) solicitation of customer complaints. 
B) customer focus group interviews. 
C) employee surveys. 
D) mystery shopping. 
E) total market service quality survey. 
A) solicitation of customer complaints. 
B) customer focus group interviews. 
C) employee surveys. 
D) mystery shopping. 
E) total market service quality survey.

Question 10

All of the following are factors influencing the delivery gap except:

Accepted Answer

A) research orientation. 
B) role ambiguity. 
C) disperson of control. 
D) inadequate support. 
E) role conflict. 
A) research orientation. 
B) role ambiguity. 
C) disperson of control. 
D) inadequate support. 
E) role conflict.

Question 11

Employee willingness to perform and employee-job fit are directly related to which of the following service quality gaps?

Accepted Answer

A) knowledge gap 
B) standards gap 
C) delivery gap 
D) communications gap 
E) service gap 
A) knowledge gap 
B) standards gap 
C) delivery gap 
D) communications gap 
E) service gap

Question 12

List the five dimensions of service quality.Which dimension is typically rated by customers as the most important? Which is typically rated as the least important?

Accepted Answer

The five dimensions of service quality i

Question 13

The SERVQUAL dimension that is typically noted as the most important by customers is the ____ dimension.

Accepted Answer

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

Question 14

The distance between a customer's expectations of a service and the perception of the service actually delivered is called the _____ gap.

Accepted Answer

A) service 
B) knowledge 
C) standards 
D) delivery 
E) communication 
A) service 
B) knowledge 
C) standards 
D) delivery 
E) communication

Question 15

The firm's overemphasis on cost reduction and short-term profits will increase the size of the _____ gap.

Accepted Answer

A) knowledge 
B) standards 
C) delivery 
D) communications 
E) confirmation 
A) knowledge 
B) standards 
C) delivery 
D) communications 
E) confirmation

Question 16

The SERVQUAL dimension that measures consumer views of the firm's personnel and communications materials is the ____ dimension.

Accepted Answer

A) tangibles 
B) employee satisfaction 
C) responsiveness 
D) assurance 
E) reliability 
A) tangibles 
B) employee satisfaction 
C) responsiveness 
D) assurance 
E) reliability

Question 17

____ refers to the service firm's commitment to providing its services in a timely manner.

Accepted Answer

A) Tangibles 
B) Empathy 
C) Responsiveness 
D) Assurance 
E) Reliability 
A) Tangibles 
B) Empathy 
C) Responsiveness 
D) Assurance 
E) Reliability

Question 18

Explain how providing poor service can actually increase a country's gross domestic product (GDP).

Accepted Answer

A typical example would be the situation

Question 19

Explain why the productivity of education and government services is notoriously difficult to measure.

Accepted Answer

Increases in quality,such as improving t

Question 20

____ is an attitude formed by a long-term,overall evaluation of a firm's performance.

Accepted Answer

A) Customer satisfaction 
B) Negative disconfirmation 
C) Positive disconfirmation 
D) Service quality 
E) Customer retention 
A) Customer satisfaction 
B) Negative disconfirmation 
C) Positive disconfirmation 
D) Service quality 
E) Customer retention

The component of a firm's service quality information system that is used specifically to assess employee performance is:

Excellent companies will have the customer's best interest at heart is a typical statement within the ____ dimension of the SERVQUAL scale.

The difference between the quality standards set for service performance and the actual quality of the service performed is called the _____ gap.

All of the following are part of the logic for the position that satisfaction assists consumers inrevising service quality perceptions except:

The SERVQUALassessment of a firm's competence,courtesy to its customers,and security of its operations is the ____ dimension.

Minimizing the amount of role conflict and role ambiguity experienced by employees will help reduce the size of the _____ gap.

Understanding the customer is a critical step toward minimizing or completely eliminating the _____ gap.

_____ examine(s) the customer'sperspective of a firm's strengths and weaknesses.

The component of a firm's service quality information system that assesses the firm's and competitor's service quality ratings is:

All of the following are factors influencing the delivery gap except:

Employee willingness to perform and employee-job fit are directly related to which of the following service quality gaps?

List the five dimensions of service quality.Which dimension is typically rated by customers as the most important? Which is typically rated as the least important?

The SERVQUAL dimension that is typically noted as the most important by customers is the ____ dimension.

The distance between a customer's expectations of a service and the perception of the service actually delivered is called the _____ gap.

The firm's overemphasis on cost reduction and short-term profits will increase the size of the _____ gap.

The SERVQUAL dimension that measures consumer views of the firm's personnel and communications materials is the ____ dimension.

____ refers to the service firm's commitment to providing its services in a timely manner.

Explain how providing poor service can actually increase a country's gross domestic product (GDP).

Explain why the productivity of education and government services is notoriously difficult to measure.

____ is an attitude formed by a long-term,overall evaluation of a firm's performance.

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

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Exam 12: Defining and Measuring Service Quality

The component of a firm's service quality information system that is used specifically to assess employee performance is:

Excellent companies will have the customer's best interest at heart is a typical statement within the ____ dimension of the SERVQUAL scale.

The difference between the quality standards set for service performance and the actual quality of the service performed is called the _____ gap.

All of the following are part of the logic for the position that satisfaction assists consumers inrevising service quality perceptions except:

The SERVQUALassessment of a firm's competence,courtesy to its customers,and security of its operations is the ____ dimension.

Minimizing the amount of role conflict and role ambiguity experienced by employees will help reduce the size of the _____ gap.

Understanding the customer is a critical step toward minimizing or completely eliminating the _____ gap.

_____ examine(s) the customer'sperspective of a firm's strengths and weaknesses.

The component of a firm's service quality information system that assesses the firm's and competitor's service quality ratings is:

All of the following are factors influencing the delivery gap except:

Employee willingness to perform and employee-job fit are directly related to which of the following service quality gaps?

List the five dimensions of service quality.Which dimension is typically rated by customers as the most important? Which is typically rated as the least important?

The SERVQUAL dimension that is typically noted as the most important by customers is the ____ dimension.

The distance between a customer's expectations of a service and the perception of the service actually delivered is called the _____ gap.

The firm's overemphasis on cost reduction and short-term profits will increase the size of the _____ gap.

The SERVQUAL dimension that measures consumer views of the firm's personnel and communications materials is the ____ dimension.

____ refers to the service firm's commitment to providing its services in a timely manner.

Explain how providing poor service can actually increase a country's gross domestic product (GDP).

Explain why the productivity of education and government services is notoriously difficult to measure.

____ is an attitude formed by a long-term,overall evaluation of a firm's performance.

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

Filters