Question 1

The key to customer loyalty is to create and deliver superior quality and customer experience.

Accepted Answer

A) True 
 B)False

Question 2

When deciding on a service guarantee,an organization must decide on the guarantee's

Accepted Answer

A) degree of explicitness. 
B) scope of what is covered. 
C) conditions for coverage. 
D) All of these must be decided on when developing a service guarantee. 
E) None of these must be decided on when developing a service guarantee.

Question 3

Of the connections between the customer and service provider,the __________ link represents those aspects of the service encounter that affect the customer's degree of loyalty to the service provider.

Accepted Answer

A) service delivery 
B) customer satisfaction 
C) customer-provider 
D) Each of these represents those aspects of the service encounter that affect the customer's degree of loyalty to the service provider. 
E) None of these represents those aspects of the service encounter that affect the customer's degree of loyalty to the service provider.

Question 4

COMPLETION QUESTIONS
Customer Loyalty
Customer Delight
Perceived Service Quality
Service Delivery Link
Customer Satisfaction Link
Customer-Provider Link
Search
Experience
Credence
SERVQUAL
Zone of Tolerance
Service Guarantee
-__________ characteristics are attributes that can be evaluated only during or after consumption.

Accepted Answer

The answer of COMPLETION QUESTIONS
Customer Loyalty
Customer Delight
Perceived Service Quality
Service Delivery...

Question 5

A service guarantee should be viewed as a vehicle to improve service quality.

Accepted Answer

A) True 
 B)False

Question 6

Customer delight occurs when customer expectations are significantly exceeded.

Accepted Answer

A) True 
 B)False

Question 7

Loyal customers are cheaper to serve.

Accepted Answer

A) True 
 B)False

Question 8

When compared to physical goods,services tend to be higher in

Accepted Answer

A) experience characteristics. 
B) credence characteristics. 
C) search characteristics. 
D) both experience and credence characteristics. 
E) all of these.

Question 9

Service organizations that use customer relationship management (CRM)systems recognize the importance of attracting and retaining profitable customers for the long-term.

Accepted Answer

A) True 
 B)False

Question 10

COMPLETION QUESTIONS
Customer Loyalty
Customer Delight
Perceived Service Quality
Service Delivery Link
Customer Satisfaction Link
Customer-Provider Link
Search
Experience
Credence
SERVQUAL
Zone of Tolerance
Service Guarantee
-_______________ is a key determinant if any organization's ability to sustain long-term profitability.

Accepted Answer

The answer of COMPLETION QUESTIONS
Customer Loyalty
Customer Delight
Perceived Service Quality
Service Delivery...

Question 11

A local service provider decided that it wanted to design an effective guarantee for its services.However,the firm had no idea of how to develop one,and you were hired to help the firm.What are your recommendations for designing an effective service guarantee?

Accepted Answer

The answer of A local service provider decided that it...

Question 12

Which is NOT a major service quality gap that contributes to customer dissatisfaction with the service?

Accepted Answer

A) The difference between what the customer expects and what management perceives that the customer expects 
B) The translation of management perceptions of customer expectations into the design of the service 
C) The difference between what the service organization is designed to deliver and the actual service delivered to the customer 
D) The difference between the service delivered and the service customer's expectation given its portrayal in various forms of marketing communication. 
E) All of these are major contributors to customer dissatisfaction with a service.

Question 13

In general,customers who are satisfied with a service organization's products do not necessarily form strong relations with the service organization itself.

Accepted Answer

A) True 
 B)False

Question 14

The _____________ award for quality was instituted in the United States and became a hallmark of excellence.

Accepted Answer

A) Deming 
B) Juran 
C) Malcolm Baldrige 
D) ISO 9000 
E) PIMS

Question 15

COMPLETION QUESTIONS
Customer Loyalty
Customer Delight
Perceived Service Quality
Service Delivery Link
Customer Satisfaction Link
Customer-Provider Link
Search
Experience
Credence
SERVQUAL
Zone of Tolerance
Service Guarantee
-__________ characteristics are attributes that are difficult to evaluate even after consumption of a service has occurred.

Accepted Answer

The answer of COMPLETION QUESTIONS
Customer Loyalty
Customer Delight
Perceived Service Quality
Service Delivery...

Question 16

Customers tend to evaluate physical goods and services in the same way.

Accepted Answer

A) True 
 B)False

Question 17

During a meeting of top management,the discussion turned to how customers evaluate products.One manager,who has several years of experience marketing physical goods,claimed that customers evaluate services in the same way that they evaluate physical goods.How would you respond to this manager? Explain your answer.

Accepted Answer

The answer of During a meeting of top management,the discussion...

Question 18

It is in a service organization's best interest to understand and accommodate customers' zones of tolerance.

Accepted Answer

A) True 
 B)False

Question 19

Service guarantees are ways to reduce customer's perceived risk with the service.

Accepted Answer

A) True 
 B)False

Question 20

The value of the customer to the service organization has been referred to as customer equity.

Accepted Answer

A) True 
 B)False

Exam 10: Building Customer Loyalty Through Service Quality

The key to customer loyalty is to create and deliver superior quality and customer experience.

When deciding on a service guarantee,an organization must decide on the guarantee's

Of the connections between the customer and service provider,the __________ link represents those aspects of the service encounter that affect the customer's degree of loyalty to the service provider.

A service guarantee should be viewed as a vehicle to improve service quality.

Customer delight occurs when customer expectations are significantly exceeded.

Loyal customers are cheaper to serve.

When compared to physical goods,services tend to be higher in

Service organizations that use customer relationship management (CRM)systems recognize the importance of attracting and retaining profitable customers for the long-term.

A local service provider decided that it wanted to design an effective guarantee for its services.However,the firm had no idea of how to develop one,and you were hired to help the firm.What are your recommendations for designing an effective service guarantee?

Which is NOT a major service quality gap that contributes to customer dissatisfaction with the service?

In general,customers who are satisfied with a service organization's products do not necessarily form strong relations with the service organization itself.

The _____________ award for quality was instituted in the United States and became a hallmark of excellence.

Customers tend to evaluate physical goods and services in the same way.

It is in a service organization's best interest to understand and accommodate customers' zones of tolerance.

Service guarantees are ways to reduce customer's perceived risk with the service.

The value of the customer to the service organization has been referred to as customer equity.