Question 1

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. C

Question 2

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

Accepted Answer

The 80/20 rule refers to 80 percent of failures being explained by 20 percent of causal variables. In an airline this would mean that late flights are caused by only four or five factors.

Question 3

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 E

Question 4

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

Accepted Answer

The franchisor's quality assurance repor

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

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

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

Quality of

Question 8

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 9

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

Accepted Answer

Gap 1- knowledge gap

Question 10

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 11

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

Question 12

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 13

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 14

List the four reasons why improving productivity is important to marketers.

Accepted Answer

Helps keep costs down, improve

Question 15

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 16

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 17

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 18

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 19

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 20

A study by Holiday Inn actually showed that as the number of defects per hotel increase, the amount of revenue per room increases.

Accepted Answer

A) True 
 B)False

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

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

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

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

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

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

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

FedEx approaches quality management from which of the following perspectives?

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

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

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

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.

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

List the four reasons why improving productivity is important to marketers.

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

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

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

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

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

A study by Holiday Inn actually showed that as the number of defects per hotel increase, the amount of revenue per room increases.

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

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

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

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

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

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

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

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

FedEx approaches quality management from which of the following perspectives?

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

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

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

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.

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

List the four reasons why improving productivity is important to marketers.

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

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

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

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

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

A study by Holiday Inn actually showed that as the number of defects per hotel increase, the amount of revenue per room increases.

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