Exam 10: Services: The Intangible Product

A retirement home has provided bicycles to its residents to help them move around the housing area.However, the residents are not keen on using this service and prefer to use golf carts instead.This is an example of which type of gap?

Dr.White is experienced and is regarded as highly knowledgeable.Patients prefer to consult him as he instills faith and confidence in them.The dimension of service influencing the decision of patients in this scenario is:

Universities and colleges are offering service to students.Explain the four characteristics of services for your university/college.

The delivery gap differs from the knowledge gap in that the knowledge gap reflects the difference between:

Kerry Inc., a garment exporter, established detailed guidelines pertaining to garment shipping and return policies of its firm.This move has tended to reduce consumer grievances and uncertainty associated with international shipping.Which of the following has been established by Kerry in the given scenario?

The CEO of a services company routinely attends the team meetings of the company.He understands customer problems and provides solutions based on his experience and by following a standard, well-defined process.This works as a cue to the employees to emulate the CEO in the way problems are handled.Which of the following strategies is being exemplified in this scenario?

The Gaps model is designed to prescribe the steps needed to develop an optimal service strategy.

By setting appropriate service benchmarks and measuring service performance, firms can reduce the:

Shawn, the manager of a hotel, has the responsibility of checking if all customers who have booked for corporate buffets will be making it on the given date.This ensures that any foreseeable cancellation does not lead to losing business for the day.The hotel has employed this measure to overcome the challenge posed by the:

Craig Jones is a manager at a hotel that is receiving complaints from its customers regarding the services provided.How can Jones reduce this standards gap in his hotel?

Harris Inc., a multinational retailer, introduced a new initiative to improve its customer service across its stores.In its recent initiative, Harris has authorized its store representatives to make their own decisions to help their customers.In the context of service delivery, which of the following best describes Harris's initiative?

The dimension of reliability refers to the knowledge of employees and their ability to convey trust and confidence.

A local grocery store has set up an automatic billing counter for customers who buy fewer than five items so that they need not wait long to check out.This has made the billing process efficient, and customers are very satisfied.This strategy reduces the:

The knowledge gap differs from the standards gap in that the standards gap pertains to the difference between:

What is a voice-of-customer program?

By getting employees to meet or exceed service standards, firms try to reduce the:

Sara does not like to wait for long before being served at a restaurant.Hence, the dimension of service that will influence Sara when she rates the quality of service at a restaurant will be:

Which of the following characteristics of services is most likely to be reduced through training and standardization?

An event management company that specializes in wedding receptions and birthday parties clarifies with clients the services it can actually provide and the number of guests it can handle before taking on an assignment.The company is trying to reduce the communication gap by:

When marketers refer to the fact that services cannot be held in inventory or stored for future use, they are stating that services are: