Question 1

The communication gap pertains to the difference between the service promised and the service actually delivered.

Accepted Answer

A) True 
 B)False  True

Question 2

A chef at a restaurant will not be able to reproduce the same taste with the same dish every time regardless of whether he uses the same recipe and technique.The characteristic of service exemplified in the above example is:

Accepted Answer

A) tangibility. 
B) variability. 
C) perishability. 
D) inventory. 
E) separability. 
A) tangibility. 
B) variability. 
C) perishability. 
D) inventory. 
E) separability. B

Question 3

Customers' perceptions of how well a service meets or exceeds their expectations is referred to as:

Accepted Answer

A) intangibility. 
B) zone of tolerance. 
C) service quality. 
D) distributive fairness. 
E) procedural fairness. 
A) intangibility. 
B) zone of tolerance. 
C) service quality. 
D) distributive fairness. 
E) procedural fairness. C

Question 4

The difference between the firm's perceptions of customers' expectations and the service standards it sets is called the gap.

Accepted Answer

A) knowledge 
B) standards 
C) customer 
D) delivery 
E) communication 
A) knowledge 
B) standards 
C) customer 
D) delivery 
E) communication

Question 5

The police department uses sentences that denote its commitment to work on its cars.This adds to its services.

Accepted Answer

A) separability 
B) consistency 
C) variability 
D) tangibility 
E) perishability 
A) separability 
B) consistency 
C) variability 
D) tangibility 
E) perishability

Question 6

A beach resort provides a questionnaire to its customers when they are checking out of the resort that asks customers to rate the service based on different service quality dimensions.The resort will use their answers to check if the services have met customer expectations.This information will help the resort to:

Accepted Answer

A) define the derived demand. 
B) define the zone of tolerance. 
C) decide on the discounts to provide. 
D) define the internal locus of control. 
E) determine the price-equity ratio. 
A) define the derived demand. 
B) define the zone of tolerance. 
C) decide on the discounts to provide. 
D) define the internal locus of control. 
E) determine the price-equity ratio.

Question 7

Why is perishability of services a challenge for marketers?

Accepted Answer

The perishability of services provides b

Question 8

The Clare Group of hotels is known for its impeccable service.How can the company ensure there is no variability in the quality of service across its hotels in different locations?

Accepted Answer

Student answers will vary.The Clare Grou

Question 9

An important way to control the communication gap for firms is by promising only what they can deliver.

Accepted Answer

A) True 
 B)False

Question 10

Skyline Aviation is unable to gain the trust of its customers because its ground operations staff is inefficient and discourteous when handling customer queries during service failures.The customers of this airlines are likely to rate it below the zone of tolerance in the dimension.

Accepted Answer

A) assurance 
B) reliability 
C) marketing 
D) tangibles 
E) accuracy 
A) assurance 
B) reliability 
C) marketing 
D) tangibles 
E) accuracy

Question 11

Carsonrent, a local car rental company, has provided kiosks and online tracking of customers' car rental details.Using this system, customers are able to extend their rental period and drop off cars during non-office hours, which provides them with flexibility that other rental companies do not provide.Carsonrent is trying to close the delivery gap by:

Accepted Answer

A) setting service standards based on customer expectations. 
B) training its employees to perform their tasks according the company guidelines. 
C) using technology for facilitating the delivery of services. 
D) encouraging its service providers by providing support and incentives. 
E) empowering its employees to make decisions based on customer requirements. 
A) setting service standards based on customer expectations. 
B) training its employees to perform their tasks according the company guidelines. 
C) using technology for facilitating the delivery of services. 
D) encouraging its service providers by providing support and incentives. 
E) empowering its employees to make decisions based on customer requirements.

Question 12

What is a voice-of-customer program?

Accepted Answer

A voice-of-customer program is

Question 13

To deliver consistently high-quality service, firms should allow service quality goals to be general to accommodate various needs of consumers.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following strategies will help a firm to reduce the standards gap?

Accepted Answer

A) promising only what it can deliver or a little less 
B) effectively using customer complaint behaviour 
C) collecting consumers' perceptions of service quality by using a questionnaire 
D) setting specific service standards based on customers' expectations 
E) replacing people with machines 
A) promising only what it can deliver or a little less 
B) effectively using customer complaint behaviour 
C) collecting consumers' perceptions of service quality by using a questionnaire 
D) setting specific service standards based on customers' expectations 
E) replacing people with machines

Question 15

Medassure is a health-care service provider.How can Medassure add tangibility to its services?

Accepted Answer

Student answers will vary.This health-ca

Question 16

Firms can close the delivery gap by being more realistic about the services they can provide.

Accepted Answer

A) True 
 B)False

Question 17

The knowledge gap differs from the standards gap in that the standards gap pertains to the difference between:

Accepted Answer

A) the firm's service standards and the actual service it provides to customers. 
B) customers' expectations and the firm's perception of those expectations. 
C) the firm's perceptions of customers' expectations and the service standards it sets. 
D) the customers' expectations and service standards set by the firm. 
E) the actual service provided to customers and the service that the firm's promotion program
Promises. 
A) the firm's service standards and the actual service it provides to customers. 
B) customers' expectations and the firm's perception of those expectations. 
C) the firm's perceptions of customers' expectations and the service standards it sets. 
D) the customers' expectations and service standards set by the firm. 
E) the actual service provided to customers and the service that the firm's promotion program
Promises.

Question 18

Which of the following is true regarding the communication gap?

Accepted Answer

A) It refers to the difference between the firm's service standards and the actual service it provides to customers. 
B) Empowering service providers is an effective method of reducing this gap. 
C) It can be reduced by managing customer expectations effectively. 
D) It reflects the difference between customers' expectations and the firm's perception of those customer expectations. 
E) It can be closed by getting employees to meet or exceed service standards. 
A) It refers to the difference between the firm's service standards and the actual service it provides to customers. 
B) Empowering service providers is an effective method of reducing this gap. 
C) It can be reduced by managing customer expectations effectively. 
D) It reflects the difference between customers' expectations and the firm's perception of those customer expectations. 
E) It can be closed by getting employees to meet or exceed service standards.

Question 19

A local grocery store sets up an automatic billing counter for customers who buy fewer than five items so that they need not wait long to check out.This has made the billing process efficient and customers are very satisfied.This strategy reduces the gap in their services.

Accepted Answer

A) communion 
B) standards 
C) knowledge 
D) delivery 
E) communication 
A) communion 
B) standards 
C) knowledge 
D) delivery 
E) communication

Question 20

Fresh Florists caters to different customers' needs based on the occasion and allows its employees to manage customers independently.They are allowed to make suggestions to customers regarding decorations and to make decisions that are in the best interest of the customers and the company.The approach used by Fresh Florists shows that it is trying to close the delivery gap by:

Accepted Answer

A) providing rewards for excellent service. 
B) using technology for delivering the services. 
C) providing training to its employees. 
D) empowering its service providers. 
E) evaluating service quality. 
A) providing rewards for excellent service. 
B) using technology for delivering the services. 
C) providing training to its employees. 
D) empowering its service providers. 
E) evaluating service quality.

The communication gap pertains to the difference between the service promised and the service actually delivered.

A chef at a restaurant will not be able to reproduce the same taste with the same dish every time regardless of whether he uses the same recipe and technique.The characteristic of service exemplified in the above example is:

Customers' perceptions of how well a service meets or exceeds their expectations is referred to as:

The difference between the firm's perceptions of customers' expectations and the service standards it sets is called the gap.

The police department uses sentences that denote its commitment to work on its cars.This adds to its services.

Why is perishability of services a challenge for marketers?

The Clare Group of hotels is known for its impeccable service.How can the company ensure there is no variability in the quality of service across its hotels in different locations?

An important way to control the communication gap for firms is by promising only what they can deliver.

Skyline Aviation is unable to gain the trust of its customers because its ground operations staff is inefficient and discourteous when handling customer queries during service failures.The customers of this airlines are likely to rate it below the zone of tolerance in the dimension.

What is a voice-of-customer program?

To deliver consistently high-quality service, firms should allow service quality goals to be general to accommodate various needs of consumers.

Which of the following strategies will help a firm to reduce the standards gap?

Medassure is a health-care service provider.How can Medassure add tangibility to its services?

Firms can close the delivery gap by being more realistic about the services they can provide.

The knowledge gap differs from the standards gap in that the standards gap pertains to the difference between:

Which of the following is true regarding the communication gap?

A local grocery store sets up an automatic billing counter for customers who buy fewer than five items so that they need not wait long to check out.This has made the billing process efficient and customers are very satisfied.This strategy reduces the gap in their services.

Developing a Marketing Strategies and a Marketing Plan

Analyzing the Marketing Environment

Understanding the Marketplace Consumer Behaviour

Business-To-Business Marketing

Targeting the Marketplace Segmentation, Targeting, and Positioning

Marketing Research

Value Creation Developing New Products

Product, Branding, and Packaging Decisions

Services the Intangible Product

Value Delivery : Designing the Distribution Channel and Supply Chain Marketing Channels

Retailing and Multichanneled Marketing

Value Communication Integrated Marketing Communications

Advertising, Sales Promotions, and Personal Selling

Social and Mobile Marketing

Marketing in the Global Environment Global Marketing

Ethics and Socially Responsible Marketing

Filters

Exam 10: Transacting Value Pricing Concepts and Strategies : Establishing Value

The communication gap pertains to the difference between the service promised and the service actually delivered.

A chef at a restaurant will not be able to reproduce the same taste with the same dish every time regardless of whether he uses the same recipe and technique.The characteristic of service exemplified in the above example is:

Customers' perceptions of how well a service meets or exceeds their expectations is referred to as:

The difference between the firm's perceptions of customers' expectations and the service standards it sets is called the gap.

The police department uses sentences that denote its commitment to work on its cars.This adds to its services.

Why is perishability of services a challenge for marketers?

The Clare Group of hotels is known for its impeccable service.How can the company ensure there is no variability in the quality of service across its hotels in different locations?

An important way to control the communication gap for firms is by promising only what they can deliver.

Skyline Aviation is unable to gain the trust of its customers because its ground operations staff is inefficient and discourteous when handling customer queries during service failures.The customers of this airlines are likely to rate it below the zone of tolerance in the dimension.

What is a voice-of-customer program?

To deliver consistently high-quality service, firms should allow service quality goals to be general to accommodate various needs of consumers.

Which of the following strategies will help a firm to reduce the standards gap?

Medassure is a health-care service provider.How can Medassure add tangibility to its services?

Firms can close the delivery gap by being more realistic about the services they can provide.

The knowledge gap differs from the standards gap in that the standards gap pertains to the difference between:

Which of the following is true regarding the communication gap?

A local grocery store sets up an automatic billing counter for customers who buy fewer than five items so that they need not wait long to check out.This has made the billing process efficient and customers are very satisfied.This strategy reduces the gap in their services.

Developing a Marketing Strategies and a Marketing Plan

Analyzing the Marketing Environment

Understanding the Marketplace Consumer Behaviour

Business-To-Business Marketing

Targeting the Marketplace Segmentation, Targeting, and Positioning

Marketing Research

Value Creation Developing New Products

Product, Branding, and Packaging Decisions

Services the Intangible Product

Value Delivery : Designing the Distribution Channel and Supply Chain Marketing Channels

Retailing and Multichanneled Marketing

Value Communication Integrated Marketing Communications

Advertising, Sales Promotions, and Personal Selling

Social and Mobile Marketing

Marketing in the Global Environment Global Marketing

Ethics and Socially Responsible Marketing

Filters