Question 1

List the three external gaps between the customer and the organization.

Accepted Answer

Gap 1- knowledge gap
Gap 5- Perceptions gap
Gap 6- Service Quality gap

Question 2

The service quality gap is the difference between what customers expect to receive and their perceptions of the service that is actually delivered.

Accepted Answer

A) True 
 B)False  True

Question 3

To ensure continuing focus in a few key components of SQI, FedEx established six Quality Action Teams.

Accepted Answer

A) True 
 B)False  False

Question 4

List the four reasons why improving productivity is important to marketers.

Accepted Answer

Helps keep costs down, improve

Question 5

Describe what is meant by the 80/20 rule in the context of an airline.

Accepted Answer

The 80/20 rule refers to 80 pe

Question 6

Which of the following is one of Holiday Inn's hotel areas that show a particularly strong impact on revenue per available room?

Accepted Answer

A) Dining facilities 
B) The lobby 
C) The exterior 
D) Public restrooms 
E) Kitchen facilities 
A) Dining facilities 
B) The lobby 
C) The exterior 
D) Public restrooms 
E) Kitchen facilities

Question 7

Making service processes more efficient results in a better quality experience for customers and ensures improved benefits for them.

Accepted Answer

A) True 
 B)False

Question 8

Because customers are often involved in service production, a distinction needs to be drawn between the process of service delivery and the actual output of the service.

Accepted Answer

A) True 
 B)False

Question 9

The ____________ is supply based, and is concerned primarily with engineering and manufacturing practices.

Accepted Answer

A) transcendent view 
B) user-based definition 
C) manufacturing-based approach 
D) product-based approach 
E) value-based definition 
A) transcendent view 
B) user-based definition 
C) manufacturing-based approach 
D) product-based approach 
E) value-based definition

Question 10

FedEx was one of the first company's to understand the need for a firm-wide index of service quality that embraced all the key activities that had an impact on customers.

Accepted Answer

A) True 
 B)False

Question 11

Typically the cost of an unhappy customer is lower than the cost of service recovery.

Accepted Answer

A) True 
 B)False

Question 12

The ____________ is the difference between what senior management believes customers expect and customers' actual needs and expectations

Accepted Answer

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

Question 13

Describe what is involved when an auditor conducts a quality analysis at Holiday Inn hotels.

Accepted Answer

The franchisor's quality assurance repor

Question 14

The ____________ is the difference between what is delivered and what customers perceive they have received.

Accepted Answer

A) interpretation gap 
B) communications gap 
C) perceptions gap 
D) policy gap 
E) knowledge gap 
A) interpretation gap 
B) communications gap 
C) perceptions gap 
D) policy gap 
E) knowledge gap

Question 15

Which of the following is NOT one of the seven service quality gaps?

Accepted Answer

A) The knowledge gap. 
B) The policy gap. 
C) The perceptions gap. 
D) The delivery gap. 
E) The standards gap. 
A) The knowledge gap. 
B) The policy gap. 
C) The perceptions gap. 
D) The delivery gap. 
E) The standards gap.

Question 16

Which of the following is NOT a broad dimension of service quality?

Accepted Answer

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

Question 17

A study by Holiday Inn actually showed that as the number of defects per hotel increase, the amount of revenue per room increases.

Accepted Answer

A) True 
 B)False

Question 18

Organizations that are known for excellent service make use of hard measures rather than soft measures.

Accepted Answer

A) True 
 B)False

Question 19

Discuss what the six-sigma approach is and how it can be applied to service quality and productivity.

Accepted Answer

Six-sigma was originally developed by Mo

Question 20

What service imperative was described as receiving only secondary consideration at Sealink British Ferries?

Accepted Answer

Quality of

List the three external gaps between the customer and the organization.

The service quality gap is the difference between what customers expect to receive and their perceptions of the service that is actually delivered.

To ensure continuing focus in a few key components of SQI, FedEx established six Quality Action Teams.

List the four reasons why improving productivity is important to marketers.

Describe what is meant by the 80/20 rule in the context of an airline.

Which of the following is one of Holiday Inn's hotel areas that show a particularly strong impact on revenue per available room?

Making service processes more efficient results in a better quality experience for customers and ensures improved benefits for them.

Because customers are often involved in service production, a distinction needs to be drawn between the process of service delivery and the actual output of the service.

The ____________ is supply based, and is concerned primarily with engineering and manufacturing practices.

FedEx was one of the first company's to understand the need for a firm-wide index of service quality that embraced all the key activities that had an impact on customers.

Typically the cost of an unhappy customer is lower than the cost of service recovery.

The ____________ is the difference between what senior management believes customers expect and customers' actual needs and expectations

Describe what is involved when an auditor conducts a quality analysis at Holiday Inn hotels.

The ____________ is the difference between what is delivered and what customers perceive they have received.

Which of the following is NOT one of the seven service quality gaps?

Which of the following is NOT a broad dimension of service quality?

A study by Holiday Inn actually showed that as the number of defects per hotel increase, the amount of revenue per room increases.

Organizations that are known for excellent service make use of hard measures rather than soft measures.

Discuss what the six-sigma approach is and how it can be applied to service quality and productivity.

What service imperative was described as receiving only secondary consideration at Sealink British Ferries?

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Distributing Services through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Striving for Service Leadership

Filters

Exam 14: Improving Service Quality and Productivity

List the three external gaps between the customer and the organization.

The service quality gap is the difference between what customers expect to receive and their perceptions of the service that is actually delivered.

To ensure continuing focus in a few key components of SQI, FedEx established six Quality Action Teams.

List the four reasons why improving productivity is important to marketers.

Describe what is meant by the 80/20 rule in the context of an airline.

Which of the following is one of Holiday Inn's hotel areas that show a particularly strong impact on revenue per available room?

Making service processes more efficient results in a better quality experience for customers and ensures improved benefits for them.

Because customers are often involved in service production, a distinction needs to be drawn between the process of service delivery and the actual output of the service.

The ____________ is supply based, and is concerned primarily with engineering and manufacturing practices.

FedEx was one of the first company's to understand the need for a firm-wide index of service quality that embraced all the key activities that had an impact on customers.

Typically the cost of an unhappy customer is lower than the cost of service recovery.

The ____________ is the difference between what senior management believes customers expect and customers' actual needs and expectations

Describe what is involved when an auditor conducts a quality analysis at Holiday Inn hotels.

The ____________ is the difference between what is delivered and what customers perceive they have received.

Which of the following is NOT one of the seven service quality gaps?

Which of the following is NOT a broad dimension of service quality?

A study by Holiday Inn actually showed that as the number of defects per hotel increase, the amount of revenue per room increases.

Organizations that are known for excellent service make use of hard measures rather than soft measures.

Discuss what the six-sigma approach is and how it can be applied to service quality and productivity.

What service imperative was described as receiving only secondary consideration at Sealink British Ferries?

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Distributing Services through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Striving for Service Leadership

Filters