Question 1

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 2

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 3

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 4

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

Accepted Answer

A) True 
 B)False

Question 5

Explain the transcendent view of quality.

Accepted Answer

The transcendent view of quality is syno

Question 6

The ____________ is the difference between what senior management believes customers expect and customers' actual needs and expectations

Accepted Answer

A)  delivery gap 
B)  standards gap 
C)  knowledge gap 
D)  service quality gap 
E)  communications gap 
A)  delivery gap 
B)  standards gap 
C)  knowledge gap 
D)  service quality gap 
E)  communications gap

Question 7

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 8

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 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

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

Accepted Answer

SERVQUAL is a self-report tool used to m

Question 11

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

Accepted Answer

The Ritz-C

Question 12

Describe one of the primary components of the proposed solutions for the communication gap.

Accepted Answer

To educate managers responsibl

Question 13

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 14

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 15

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

Accepted Answer

Here, quality is in the eye of

Question 16

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 17

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 18

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 19

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 20

What is ISO 9000?

Accepted Answer

ISO 9000 is a certification th

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

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.

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

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

Explain the transcendent view of quality.

The ____________ is the difference between what senior management believes customers expect and customers' actual needs and expectations

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

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

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

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

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

Describe one of the primary components of the proposed solutions for the communication gap.

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

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.

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

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

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

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

The proposed solution for the communication gap is to be specific with promises and manage customers' understanding of communication content.

What is ISO 9000?

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

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.

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

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

Explain the transcendent view of quality.

The ____________ is the difference between what senior management believes customers expect and customers' actual needs and expectations

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

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

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

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

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

Describe one of the primary components of the proposed solutions for the communication gap.

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

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.

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

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

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

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

The proposed solution for the communication gap is to be specific with promises and manage customers' understanding of communication content.

What is ISO 9000?

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.