Question 1

Which of the following is the best example of the source of a delayed flight caused by procedures?

Accepted Answer

A) Cutoff too close to departure time 
B) Late cabin crews 
C) Late cabin cleaners 
D) Weather 
E) Oversize baggage 
A) Cutoff too close to departure time 
B) Late cabin crews 
C) Late cabin cleaners 
D) Weather 
E) Oversize baggage

Question 2

Hard measures are those that cannot be easily observed and must be collected by talking to customers, employees, and others.

Accepted Answer

A) True 
 B)False

Question 3

In broad terms, ____________ focuses on benefits created for the customer's side of the equation, and _____________ addresses the financial costs incurred by the firm.

Accepted Answer

A) productivity; quality 
B) reliability, value 
C) security; responsiveness 
D) value; reliability 
E) quality; productivity 
A) productivity; quality 
B) reliability, value 
C) security; responsiveness 
D) value; reliability 
E) quality; productivity

Question 4

Explain what SERVQUAL is and how it is used in services.

Accepted Answer

SERVQUAL is a self-report tool used to m

Question 5

Which of the following is the best example of the source of a delayed flight caused by front-stage personnel?

Accepted Answer

A) Air traffic 
B) Late food service 
C) Late fuel 
D) Gate agents cannot process passengers quickly enough 
E) Poor announcement of departures 
A) Air traffic 
B) Late food service 
C) Late fuel 
D) Gate agents cannot process passengers quickly enough 
E) Poor announcement of departures

Question 6

List a major service firm from the chapter that has received the Malcolm-Baldrige National Quality Award.

Accepted Answer

The Ritz-C

Question 7

The Return on Quality perspective from Holiday Inn suggests that the focus of preventative maintenance should be on the hotel exterior, the guest rooms, and guest bathrooms.

Accepted Answer

A) True 
 B)False

Question 8

What is ISO 9000?

Accepted Answer

ISO 9000 is a certification th

Question 9

Explain what is meant by the "user-based definition" of service quality.

Accepted Answer

Here, quality is in the eye of

Question 10

Self-service pumps with credit card readers increase gas station productivity, but lead to higher costs because of additional fees.

Accepted Answer

A) True 
 B)False

Question 11

____________ is the authentication or identification of individuals based on physical characteristics or traits.

Accepted Answer

A) Service amping 
B) Decryption 
C) Biometrics 
D) Encryption 
E) Electronic access 
A) Service amping 
B) Decryption 
C) Biometrics 
D) Encryption 
E) Electronic access

Question 12

Which of the following is one of the customer-driven approaches to improving productivity?

Accepted Answer

A) Ask customers not to use third parties. 
B) Limiting customer involvement in production. 
C) Changing the timing of customer demand. 
D) Reducing backstage elements of production. 
E) Reducing front-stage elements of production. 
A) Ask customers not to use third parties. 
B) Limiting customer involvement in production. 
C) Changing the timing of customer demand. 
D) Reducing backstage elements of production. 
E) Reducing front-stage elements of production.

Question 13

The ____________ starts with the premise that quality lies in the eye of the beholder.

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 14

The proposed solution for the communication gap is to be specific with promises and manage customers' understanding of communication content.

Accepted Answer

A) True 
 B)False

Question 15

Discuss what could be involved in the proposed solutions for "The Delivery Gap."

Accepted Answer

The delivery gap can be rectified by ens

Question 16

Which of the following is the proposed solution for the perception gap?

Accepted Answer

A) Ensure the right service processes and specify standards. 
B) Ensure that performance meets standards. 
C) Learn what customers expect. 
D) Tangibilize and communicate the service quality delivered. 
E) Ensure that communications promises are realistic. 
A) Ensure the right service processes and specify standards. 
B) Ensure that performance meets standards. 
C) Learn what customers expect. 
D) Tangibilize and communicate the service quality delivered. 
E) Ensure that communications promises are realistic.

Question 17

Explain the transcendent view of quality.

Accepted Answer

The transcendent view of quality is syno

Question 18

Control charts offer a simple method of displaying performance on hard measures over time against specific quality standards.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following is not a critical dimension for successful implementation of TQM in a service context?

Accepted Answer

A) information and analysis system 
B) customer focus 
C) human resource management 
D) employee satisfaction 
E) decision centralization 
A) information and analysis system 
B) customer focus 
C) human resource management 
D) employee satisfaction 
E) decision centralization

Question 20

FedEx approaches quality management from which of the following perspectives?

Accepted Answer

A) Percent of packages on time 
B) Percent of flights arriving safely 
C) Baseline of zero failures 
D) Low turnover 
E) High Turnover 
A) Percent of packages on time 
B) Percent of flights arriving safely 
C) Baseline of zero failures 
D) Low turnover 
E) High Turnover

Which of the following is the best example of the source of a delayed flight caused by procedures?

Hard measures are those that cannot be easily observed and must be collected by talking to customers, employees, and others.

In broad terms, focuses on benefits created for the customer's side of the equation, and _ addresses the financial costs incurred by the firm.

Explain what SERVQUAL is and how it is used in services.

Which of the following is the best example of the source of a delayed flight caused by front-stage personnel?

List a major service firm from the chapter that has received the Malcolm-Baldrige National Quality Award.

The Return on Quality perspective from Holiday Inn suggests that the focus of preventative maintenance should be on the hotel exterior, the guest rooms, and guest bathrooms.

What is ISO 9000?

Explain what is meant by the "user-based definition" of service quality.

Self-service pumps with credit card readers increase gas station productivity, but lead to higher costs because of additional fees.

____________ is the authentication or identification of individuals based on physical characteristics or traits.

Which of the following is one of the customer-driven approaches to improving productivity?

The ____________ starts with the premise that quality lies in the eye of the beholder.

The proposed solution for the communication gap is to be specific with promises and manage customers' understanding of communication content.

Discuss what could be involved in the proposed solutions for "The Delivery Gap."

Which of the following is the proposed solution for the perception gap?

Explain the transcendent view of quality.

Control charts offer a simple method of displaying performance on hard measures over time against specific quality standards.

Which of the following is not a critical dimension for successful implementation of TQM in a service context?

FedEx approaches quality management from which of the following perspectives?

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

Which of the following is the best example of the source of a delayed flight caused by procedures?

Hard measures are those that cannot be easily observed and must be collected by talking to customers, employees, and others.

In broad terms, ____________ focuses on benefits created for the customer's side of the equation, and _____________ addresses the financial costs incurred by the firm.

Explain what SERVQUAL is and how it is used in services.

Which of the following is the best example of the source of a delayed flight caused by front-stage personnel?

List a major service firm from the chapter that has received the Malcolm-Baldrige National Quality Award.

The Return on Quality perspective from Holiday Inn suggests that the focus of preventative maintenance should be on the hotel exterior, the guest rooms, and guest bathrooms.

What is ISO 9000?

Explain what is meant by the "user-based definition" of service quality.

Self-service pumps with credit card readers increase gas station productivity, but lead to higher costs because of additional fees.

____________ is the authentication or identification of individuals based on physical characteristics or traits.

Which of the following is one of the customer-driven approaches to improving productivity?

The ____________ starts with the premise that quality lies in the eye of the beholder.

The proposed solution for the communication gap is to be specific with promises and manage customers' understanding of communication content.

Discuss what could be involved in the proposed solutions for "The Delivery Gap."

Which of the following is the proposed solution for the perception gap?

Explain the transcendent view of quality.

Control charts offer a simple method of displaying performance on hard measures over time against specific quality standards.

Which of the following is not a critical dimension for successful implementation of TQM in a service context?

FedEx approaches quality management from which of the following perspectives?

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

In broad terms, focuses on benefits created for the customer's side of the equation, and _ addresses the financial costs incurred by the firm.