Question 1

The policy gap is the difference between specified delivery standards and the service provider's actual performance on these standards.

Accepted Answer

A) True 
 B)False  False

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  False

Question 3

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 4

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 5

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 6

Discuss the advantages of using a customer's physical characteristics to increase productivity in the delivery of service quality.

Accepted Answer

Biometrics refers to the practice of usi

Question 7

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 8

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 9

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 10

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

Accepted Answer

A) True 
 B)False

Question 11

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 12

What is ISO 9000?

Accepted Answer

ISO 9000 is a certification th

Question 13

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 14

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 15

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

Accepted Answer

The franchisor's quality assurance repor

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

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 18

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 19

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

Question 20

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

Accepted Answer

SERVQUAL is a self-report tool used to m

The policy gap is the difference between specified delivery standards and the service provider's actual performance on these standards.

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

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

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.

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

Discuss the advantages of using a customer's physical characteristics to increase productivity in the delivery of service quality.

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

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

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

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

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.

What is ISO 9000?

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

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

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

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

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

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

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

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

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

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

The policy gap is the difference between specified delivery standards and the service provider's actual performance on these standards.

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

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

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.

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

Discuss the advantages of using a customer's physical characteristics to increase productivity in the delivery of service quality.

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

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

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

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

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.

What is ISO 9000?

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

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

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

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

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

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

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

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

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

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.