Question 1

All of the following are important criteria for creation of appropriate service standards EXCEPT:

Accepted Answer

A)  The standards should be based on behaviors and actions that are very important to customers 
B)  The standards should cover performance that needs to be improved or maintained 
C)  The standards should be understood and accepted by employees 
D)  The standards should be reactive rather than predictive 
E)  The standards should be challenging,but realistic 
A)  The standards should be based on behaviors and actions that are very important to customers 
B)  The standards should cover performance that needs to be improved or maintained 
C)  The standards should be understood and accepted by employees 
D)  The standards should be reactive rather than predictive 
E)  The standards should be challenging,but realistic

Question 2

When students at Fairleigh Dickinson University complete a student evaluation of faculty questionnaire at the end of a semester,one of the items they are asked to evaluate on a five-point scale is,"The instructor presented the material clearly and summarized major points." This statement evaluation is a _____ measurement.

Accepted Answer

A)  Tangible 
B)  Basic 
C)  Formal 
D)  Soft 
E)  Informal 
A)  Tangible 
B)  Basic 
C)  Formal 
D)  Soft 
E)  Informal

Question 3

When customers complained that employees at Freddy's Fast Stop Stores were unfriendly,Freddy's instituted its Smiling Service program,which required all employees to greet and make eye contact with every customer and always smile and offer help whenever the customer appeared to need any.Mystery shoppers were used extensively to make sure the employees were adhering to the Smiling Service program.In terms of the process for developing service standards,the mystery shoppers were an example of:

Accepted Answer

A)  Benchmarking 
B)  Trailer surveys 
C)  Relationship research 
D)  Feedback mechanisms 
E)  Experiential research 
A)  Benchmarking 
B)  Trailer surveys 
C)  Relationship research 
D)  Feedback mechanisms 
E)  Experiential research

Question 4

One of the ways in which standardization of services occurs is through:

Accepted Answer

A)  Substitution of technology for personal contact and human effort 
B)  Organizational flattening 
C)  Employee encroachment 
D)  Division of labor and specialization 
E)  Autonomous management 
A)  Substitution of technology for personal contact and human effort 
B)  Organizational flattening 
C)  Employee encroachment 
D)  Division of labor and specialization 
E)  Autonomous management

All of the following are important criteria for creation of appropriate service standards EXCEPT:

One of the ways in which standardization of services occurs is through:

Introduction to Services

Conceptual Framework of the Book: the Gaps Model of Service Quality

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Physical Evidence and the Servicescape

Employees Roles in Service

Customers Roles in Service

Managing Demand and Capacity

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters

Exam 9: Customer-Defined Service Standards

All of the following are important criteria for creation of appropriate service standards EXCEPT:

One of the ways in which standardization of services occurs is through:

Introduction to Services

Conceptual Framework of the Book: the Gaps Model of Service Quality

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Recovery

Service Innovation and Design

Physical Evidence and the Servicescape

Employees Roles in Service

Customers Roles in Service

Managing Demand and Capacity

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters