Question 1

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 2

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 3

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

Accepted Answer

The Ritz-C

Question 4

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 5

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 6

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

Accepted Answer

Quality of

Question 7

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 8

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 9

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

Accepted Answer

Here, quality is in the eye of

Question 10

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 11

Explain the transcendent view of quality.

Accepted Answer

The transcendent view of quality is syno

Question 12

The communications gap is the difference between what the company communicates and what it actually delivers to its customers.

Accepted Answer

A) True 
 B)False

Question 13

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

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

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

Accepted Answer

A) True 
 B)False

Question 17

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 18

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 19

____________ 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 20

Give an example of an application of biometrics to services?

Accepted Answer

Controlling access to service

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

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.

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

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

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

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

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.

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

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

Explain the transcendent view of quality.

The communications gap is the difference between what the company communicates and what it actually delivers to its customers.

FedEx approaches quality management from which of the following perspectives?

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."

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

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

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

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

Give an example of an application of biometrics to 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

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

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.

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

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

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

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

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.

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

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

Explain the transcendent view of quality.

The communications gap is the difference between what the company communicates and what it actually delivers to its customers.

FedEx approaches quality management from which of the following perspectives?

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."

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

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

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

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

Give an example of an application of biometrics to 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