Exam 13: Services: the Intangible Product

The communications gap can be reduced by managing customer expectations.

Many services marketers use training and standardization to reduce service perishability.

If there is a difference between the firm's perceptions of customers' expectations and the service standards the firm has set,a __________ gap exists.

The __________ gap can be reduced by managing consumers' expectations and promising only what can be delivered or possibly even a little less.

All of the following are included in the five dimensions used by consumers to determine overall service quality except

When visiting a museum,you would expect to find knowledgeable museum guides who would be able to give you historical information on the museum's collections and special exhibitions.If you did not find any trained museum guides to assist you,then the museum has what type of gap? Explain why you chose your answer.

One of the reasons service failures need to be addressed quickly is to

The Federal Aviation Administration posts monthly percentage on-time arrival data for all the major airlines on its website.Some airlines are regularly on the top of the list,while others are frequently on the bottom of the list.What type of service gap does this list illustrate? What can airlines on the bottom of the list do to address this gap?

When travelers are bumped from overbooked flights,they are frequently offered vouchers good for future travel.The dollar value of the voucher is the airline's estimate of

__________ provides the equipment or systems needed to perform a task in a job setting.