Question 1

What is the knowledge gap? How can it be reduced?

Accepted Answer

The knowledge gap reflects the differenc

Question 2

The difference between a firm's service standards and the actual service it provides to customers is called the:

Accepted Answer

A)  delivery gap. 
B)  communication gap. 
C)  knowledge gap. 
D)  zone of tolerance. 
E)  standards gap. 
A)  delivery gap. 
B)  communication gap. 
C)  knowledge gap. 
D)  zone of tolerance. 
E)  standards gap.

Question 3

Martin works at the customer support division of an electronics company.He gets disheartened whenever he is abused by a customer who is unhappy with his service or response.Martin's manager understands his situation and supports him in his attempt to satisfy such customers.Which of the following methods is the manager using to help in reducing the delivery gap?

Accepted Answer

A)  Using technology 
B)  Providing support 
C)  Achieving service goals through training 
D)  Understanding customer expectations through research 
E)  Committing to service quality 
A)  Using technology 
B)  Providing support 
C)  Achieving service goals through training 
D)  Understanding customer expectations through research 
E)  Committing to service quality

Question 4

Eric prefers to travel by a particular airline because he is impressed by the care and attention provided by its staff to make the passengers feel valued and special.The service dimension influencing Eric's decision to choose that airline is:

Accepted Answer

A)  neutrality. 
B)  coherence. 
C)  empathy. 
D)  empowerment. 
E)  durability. 
A)  neutrality. 
B)  coherence. 
C)  empathy. 
D)  empowerment. 
E)  durability.

Question 5

The hotel scored high on the responsiveness dimension,indicating that the customers are happy with the:

Accepted Answer

A)  compliance and prompt service of the employees. 
B)  individual attention provided to them by the employees. 
C)  interiors of the restaurant and how the food tastes. 
D)  knowledge of employees regarding services. 
E)  accuracy of the service provided by the employees. 
A)  compliance and prompt service of the employees. 
B)  individual attention provided to them by the employees. 
C)  interiors of the restaurant and how the food tastes. 
D)  knowledge of employees regarding services. 
E)  accuracy of the service provided by the employees.

Question 6

Firms can close the knowledge gap by:

Accepted Answer

A)  setting appropriate service standards and measuring service performance. 
B)  getting employees to meet or exceed service standards. 
C)  matching customer expectations with actual service through research. 
D)  reducing service inconsistency through standardization and training. 
E)  being more realistic about the services they provide and managing customer expectations effectively. 
A)  setting appropriate service standards and measuring service performance. 
B)  getting employees to meet or exceed service standards. 
C)  matching customer expectations with actual service through research. 
D)  reducing service inconsistency through standardization and training. 
E)  being more realistic about the services they provide and managing customer expectations effectively.

Question 7

Medassure is a health care service provider.How can Medassure add tangibility to its services?

Accepted Answer

Student answers will vary. Medassure can

Question 8

A new hotel in the city styles its rooms in a contemporary manner and provides modern amenities such as wireless Internet and a 3-D gaming arena that caters to the younger population.Which of the following service dimensions do these facilities represent?

Accepted Answer

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

Question 9

Which of the following is true of services offered by business organizations?

Accepted Answer

A)  The tangibility of services can be reduced through training and standardization. 
B)  Marketing of services is less challenging compared to marketing of products. 
C)  The inconsistent nature of services does not provide an opportunity for marketers to use it to their advantage. 
D)  The perishability of services is a challenge for marketers as they have to match the demand and supply. 
E)  Services cannot be produced and consumed at the same time. 
A)  The tangibility of services can be reduced through training and standardization. 
B)  Marketing of services is less challenging compared to marketing of products. 
C)  The inconsistent nature of services does not provide an opportunity for marketers to use it to their advantage. 
D)  The perishability of services is a challenge for marketers as they have to match the demand and supply. 
E)  Services cannot be produced and consumed at the same time.

Question 10

Why is the perishability of services a challenge for marketers?

Accepted Answer

The perishability of services provides b

Question 11

A customer's perception of the benefits he or she received compared with the costs that resulted from a service failure is called:

Accepted Answer

A)  procedural fairness. 
B)  the service gap. 
C)  distributive fairness. 
D)  the delivery gap. 
E)  the communication gap. 
A)  procedural fairness. 
B)  the service gap. 
C)  distributive fairness. 
D)  the delivery gap. 
E)  the communication gap.

Question 12

A chart representing the methods to reduce delivery gaps  
-Fresh Florists caters to different customers' needs based on the occasion and allows its employees to manage customers independently.The employees can make suggestions to customers regarding decorations and can also make decisions that are in the best interest of the customers and the company.The approach used by Fresh Florists shows that it is trying to close the delivery gap by:

Accepted Answer

A)  providing rewards for excellent service. 
B)  using technology for delivering the services. 
C)  providing training to its employees. 
D)  empowering its service providers. 
E)  evaluating service quality. 
A)  providing rewards for excellent service. 
B)  using technology for delivering the services. 
C)  providing training to its employees. 
D)  empowering its service providers. 
E)  evaluating service quality.

Question 13

A fast-food outlet offers home delivery.When Chris calls to place an order,the restaurant informs him that the delivery of the order will be delayed because of a delivery staff shortage.Which of the following is most likely to be reduced by the fast-food outlet by using the strategy given in the scenario?

Accepted Answer

A)  Knowledge gap 
B)  Delivery gap 
C)  Communication gap 
D)  Zone of tolerance 
E)  Standards gap 
A)  Knowledge gap 
B)  Delivery gap 
C)  Communication gap 
D)  Zone of tolerance 
E)  Standards gap

Question 14

Which of the following statements best describes the communication gap?

Accepted Answer

A)  It refers to the difference between a firm's service standards and the actual service it provides to customers. 
B)  It can be reduced effectively by empowering service providers. 
C)  It can be reduced by managing customer expectations effectively. 
D)  It reflects the difference between customers' expectations and a firm's perception of those customer expectations. 
E)  It can be closed by getting employees to meet or exceed service standards. 
A)  It refers to the difference between a firm's service standards and the actual service it provides to customers. 
B)  It can be reduced effectively by empowering service providers. 
C)  It can be reduced by managing customer expectations effectively. 
D)  It reflects the difference between customers' expectations and a firm's perception of those customer expectations. 
E)  It can be closed by getting employees to meet or exceed service standards.

Question 15

Jennifer compensated for the service failure by:

Accepted Answer

A)  appearing anxious to rectify the situation. 
B)  explaining the process the resort uses to resolve complaints. 
C)  providing adequate compensation for the inconvenience. 
D)  asking employees to quickly solve the problem at the spa. 
E)  listening to the clients' complaint and promising that it would not be repeated again. 
A)  appearing anxious to rectify the situation. 
B)  explaining the process the resort uses to resolve complaints. 
C)  providing adequate compensation for the inconvenience. 
D)  asking employees to quickly solve the problem at the spa. 
E)  listening to the clients' complaint and promising that it would not be repeated again.

Question 16

Harris Inc.,a multinational retailer,introduced a new initiative to improve its customer service across its stores.In its recent initiative,Harris has authorised 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?

Accepted Answer

A)  Providing durable services 
B)  Reducing the zone of tolerance 
C)  Encouraging distributive fairness 
D)  Empowering service providers 
E)  Promoting procedural fairness 
A)  Providing durable services 
B)  Reducing the zone of tolerance 
C)  Encouraging distributive fairness 
D)  Empowering service providers 
E)  Promoting procedural fairness

Question 17

The most fundamental difference between a product and a service is that a service is:

Accepted Answer

A)  personalized. 
B)  intangible. 
C)  consistent. 
D)  durable. 
E)  separable. 
A)  personalized. 
B)  intangible. 
C)  consistent. 
D)  durable. 
E)  separable.

Question 18

Which of the following terms refers to a characteristic of a service that states that a service cannot be touched,tasted,or seen?

Accepted Answer

A)  Inseparable 
B)  Incongruent 
C)  Intangible 
D)  Inconsistent 
E)  Inventory 
A)  Inseparable 
B)  Incongruent 
C)  Intangible 
D)  Inconsistent 
E)  Inventory

Question 19

The Clare Group of hotels is known for its impeccable service.How can the company ensure that there is no variability in the quality of service across its hotels in different locations?

Accepted Answer

Student answers will vary. The Clare Gro

Question 20

How do service providers reduce service inconsistency?

Accepted Answer

Service providers strive to reduce servi

What is the knowledge gap? How can it be reduced?

The difference between a firm's service standards and the actual service it provides to customers is called the:

Eric prefers to travel by a particular airline because he is impressed by the care and attention provided by its staff to make the passengers feel valued and special.The service dimension influencing Eric's decision to choose that airline is:

The hotel scored high on the responsiveness dimension,indicating that the customers are happy with the:

Firms can close the knowledge gap by:

Medassure is a health care service provider.How can Medassure add tangibility to its services?

A new hotel in the city styles its rooms in a contemporary manner and provides modern amenities such as wireless Internet and a 3-D gaming arena that caters to the younger population.Which of the following service dimensions do these facilities represent?

Which of the following is true of services offered by business organizations?

Why is the perishability of services a challenge for marketers?

A customer's perception of the benefits he or she received compared with the costs that resulted from a service failure is called:

Which of the following statements best describes the communication gap?

Jennifer compensated for the service failure by:

The most fundamental difference between a product and a service is that a service is:

Which of the following terms refers to a characteristic of a service that states that a service cannot be touched,tasted,or seen?

The Clare Group of hotels is known for its impeccable service.How can the company ensure that there is no variability in the quality of service across its hotels in different locations?

How do service providers reduce service inconsistency?

Overview of Marketing

Developing Marketing Strategies and a Marketing Plan

Marketing Ethics

Analyzing the Market Environment

Consumer Behavior

Business-To-Business Marketing

Global Marketing

Segmentation, Targeting, and Positioning

Marketing Research

Developing New Products

Services: The Intangible Product

Pricing Concepts for Establishing Value

Strategic Pricing Methods

Supply Chain and Channel Management

Retailing and Multichannel Marketing

Integrated Marketing Communications

Advertising, Public Relations, and Sales Promotions

Filters

Exam 10: Product, Branding, and Packaging Decisions

What is the knowledge gap? How can it be reduced?

The difference between a firm's service standards and the actual service it provides to customers is called the:

Eric prefers to travel by a particular airline because he is impressed by the care and attention provided by its staff to make the passengers feel valued and special.The service dimension influencing Eric's decision to choose that airline is:

The hotel scored high on the responsiveness dimension,indicating that the customers are happy with the:

Firms can close the knowledge gap by:

Medassure is a health care service provider.How can Medassure add tangibility to its services?

A new hotel in the city styles its rooms in a contemporary manner and provides modern amenities such as wireless Internet and a 3-D gaming arena that caters to the younger population.Which of the following service dimensions do these facilities represent?

Which of the following is true of services offered by business organizations?

Why is the perishability of services a challenge for marketers?

A customer's perception of the benefits he or she received compared with the costs that resulted from a service failure is called:

Which of the following statements best describes the communication gap?

Jennifer compensated for the service failure by:

The most fundamental difference between a product and a service is that a service is:

Which of the following terms refers to a characteristic of a service that states that a service cannot be touched,tasted,or seen?

The Clare Group of hotels is known for its impeccable service.How can the company ensure that there is no variability in the quality of service across its hotels in different locations?

How do service providers reduce service inconsistency?

Overview of Marketing

Developing Marketing Strategies and a Marketing Plan

Marketing Ethics

Analyzing the Market Environment

Consumer Behavior

Business-To-Business Marketing

Global Marketing

Segmentation, Targeting, and Positioning

Marketing Research

Developing New Products

Services: The Intangible Product

Pricing Concepts for Establishing Value

Strategic Pricing Methods

Supply Chain and Channel Management

Retailing and Multichannel Marketing

Integrated Marketing Communications

Advertising, Public Relations, and Sales Promotions

Filters