Exam 10: Product, Branding, and Packaging Decisions

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:

Skyline Aviation is unable to gain the trust of its customers because its ground operations staff is inefficient and discourteous when handling customer queries during service failures.The customers of this airlines are likely to rate it below the zone of tolerance in which dimension?

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?

A beach resort has state-of-the-art barbeque equipment and an experienced cook to serve grilled food to customers.However,many customers feel that the grilled food does not always taste the same,even though the cook uses the same technique.Which of the following service characteristics is best demonstrated in this scenario?

Write a brief note describing the Gaps model.

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

Firms can close the communication gap by:

Customers' perceptions of how well a service meets or exceeds their expectations is referred to as:

Carsonrent,a local car rental company,provides kiosks and online tracking of customers' car rental details.Using this system,customers are able to extend their rental period and drop off cars during non-office hours,providing them with flexibility that other rental companies do not provide.Carsonrent is trying to close the delivery gap by:

The zone of tolerance is an important marketing metric used to evaluate the performance of firms on the five service quality dimensions.

The appearance of physical facilities,equipment,personnel,and communication materials is summarized by the service dimension called:

Jennifer,who works as a dietician at a gym,checks with customers regarding their food habits and preferences before planning a specific diet chart for them.This specific understanding of the customers' expectations will help her in reducing primarily the:

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

The most effective and straightforward method for assessing customers' service expectations is making effective use of:

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?

A company that specializes in water purifiers recently installed a system at John's house.John realizes that the system is faulty because the purifier developed a leak within a few days of installation.John calls the company's service team,which goes over the problem in detail with him and then sends service personnel to John's house to fix the problem.In this scenario,the company tried to resolve the issue by:

How do firms define customers' zone of tolerance?

In the context of service quality,the dimension of reliability refers to the:

A well-known restaurant asked its customers to evaluate its service quality by filling out a questionnaire.The analysis of the questionnaire showed that the restaurant scored below the zone of tolerance on the tangibles dimension.This implies that the customers were not happy with the:

The managers of firms will increase the delivery gap by providing incentives to service providers.