Question 1

The dimension of reliability refers to the knowledge of employees and their ability to convey trust and confidence.

Accepted Answer

A) True 
 B)False

Question 2

Write a brief note describing the Gaps Model.

Accepted Answer

The Gaps Model is designed to highlight

Question 3

The residents of Lifelife, a retirement home in Canada, are provided with good care and the volunteers who help them provide complete attention to their needs.The residents are happy with the service being provided to them.The dimension of service on which the retirement home will score high is:

Accepted Answer

A) reliability. 
B) tangibility. 
C) empathy. 
D) responsiveness. 
E) assurance. 
A) reliability. 
B) tangibility. 
C) empathy. 
D) responsiveness. 
E) assurance.

Question 4

An event management company specializing in wedding receptions and birthday parties clarifies with clients the services it can actually provide and the number of guests it can handle before taking on an assignment.The company is trying to reduce the communication gap by:

Accepted Answer

A) setting appropriate service standards. 
B) forcing its employees to meet the goals. 
C) committing to provide more services. 
D) trying to match customer expectations. 
E) promising only what it can deliver. 
A) setting appropriate service standards. 
B) forcing its employees to meet the goals. 
C) committing to provide more services. 
D) trying to match customer expectations. 
E) promising only what it can deliver.

Question 5

Explain the term distributive fairness.

Accepted Answer

Distributive fairness pertains

Question 6

What is the knowledge gap? How can it be reduced?

Accepted Answer

The knowledge gap reflects the differenc

Question 7

Which of the following service dimensions refers to the service provider's ability to perform the service dependably and accurately?

Accepted Answer

A) responsiveness 
B) reliability 
C) empathy 
D) assurance 
E) tangibles 
A) responsiveness 
B) reliability 
C) empathy 
D) assurance 
E) tangibles

Question 8

Firms can close the communication gap by:

Accepted Answer

A) getting employees to meet or exceed service standards. 
B) achieving service goals through training. 
C) matching expectations with actual service through customer research. 
D) being realistic about the services they provide and managing customer expectations. 
E) evaluating the service quality by using well-established marketing metrics. 
A) getting employees to meet or exceed service standards. 
B) achieving service goals through training. 
C) matching expectations with actual service through customer research. 
D) being realistic about the services they provide and managing customer expectations. 
E) evaluating the service quality by using well-established marketing metrics.

Question 9

Responsiveness refers to the caring and individual attention provided to the customers.

Accepted Answer

A) True 
 B)False

Question 10

The most fundamental difference between a product and a service is that a service is:

Accepted Answer

A) inconsistent. 
B) intangible. 
C) consistent. 
D) dissociable. 
E) separable. 
A) inconsistent. 
B) intangible. 
C) consistent. 
D) dissociable. 
E) separable.

Question 11

Jennifer compensated for the service failure by:

Accepted Answer

A) appearing anxious to rectify the situation. 
B) explaining the process the resort uses to resolve complaints. 
C) providing adequate compensation for the inconvenience. 
D) asking employees to quickly solve the problem at the spa. 
E) listening to the clients' complaint and promising that it would not be repeated again. 
A) appearing anxious to rectify the situation. 
B) explaining the process the resort uses to resolve complaints. 
C) providing adequate compensation for the inconvenience. 
D) asking employees to quickly solve the problem at the spa. 
E) listening to the clients' complaint and promising that it would not be repeated again.

Question 12

Jennifer, who works as a dietician at a gym, checks with customers regarding their food habits and preferences before planning a specific diet chart for them.This specific understanding of the customers' expectations will help her in reducing the gap.

Accepted Answer

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

Question 13

A daycare at a technology park in Saskatoon enables parents to watch their kids via a CCTV camera by streaming the video via a secure link.This technology helps parents make sure that their kids are comfortable at the daycare.This resource adds to the daycare's services.

Accepted Answer

A) variability 
B) dissociability 
C) tangibility 
D) inconsistency 
E) conceptuality 
A) variability 
B) dissociability 
C) tangibility 
D) inconsistency 
E) conceptuality

Question 14

A customer's perception of the benefits he or she received compared with the costs that resulted from a service failure is called:

Accepted Answer

A) procedural fairness. 
B) a service gap. 
C) distributive fairness. 
D) a zone of tolerance. 
E) a communication gap. 
A) procedural fairness. 
B) a service gap. 
C) distributive fairness. 
D) a zone of tolerance. 
E) a communication gap.

Question 15

Which of the following strategies employed by the resort allowed Jennifer to compensate for the delivery gap?

Accepted Answer

A) evaluating service quality 
B) empowering employees 
C) providing incentives to employees 
D) replacing people with machines 
E) achieving goals through training 
A) evaluating service quality 
B) empowering employees 
C) providing incentives to employees 
D) replacing people with machines 
E) achieving goals through training

Question 16

Kingfish Systems is a supplier of electronic and computer hardware equipment.The firm is receiving a lot of orders but does not have sufficient staff to track the orders and deliver the goods on time.How can the firm close this delivery gap?

Accepted Answer

Student answers will vary.Kingfish Syste

Question 17

Which of the following methods used by service providers to reduce delivery gaps gives customers a greater degree of control over the services?

Accepted Answer

A) empowering employees 
B) using technology 
C) achieving goals through training 
D) evaluating service quality 
E) supporting service providers 
A) empowering employees 
B) using technology 
C) achieving goals through training 
D) evaluating service quality 
E) supporting service providers

Question 18

A local utilities company has setup an online mechanism to pay bills which provides information to customers online so that the customers do not have to drive down to the local office.This service has improved customer satisfaction immensely and encouraged timely payment and resolution of issues.This strategy helps to reduce the company's:

Accepted Answer

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

Question 19

Craig Jones is a manager at a hotel that is receiving complaints from its customers regarding the services provided.How can Jones reduce this standards gap in his hotel?

Accepted Answer

Student answers will vary.To deliver hig

Question 20

Since a service is produced and consumed at the same time, a car service provider allows customers to decide on the services they want to avail themselves of by providing an opportunity for their customers to get directly involved in the service.Service providers employ these measures while marketing services to overcome the characteristic of services.

Accepted Answer

A) intangible 
B) inseparable 
C) variable 
D) perishable 
E) inconsistent 
A) intangible 
B) inseparable 
C) variable 
D) perishable 
E) inconsistent

The dimension of reliability refers to the knowledge of employees and their ability to convey trust and confidence.

Write a brief note describing the Gaps Model.

The residents of Lifelife, a retirement home in Canada, are provided with good care and the volunteers who help them provide complete attention to their needs.The residents are happy with the service being provided to them.The dimension of service on which the retirement home will score high is:

An event management company specializing in wedding receptions and birthday parties clarifies with clients the services it can actually provide and the number of guests it can handle before taking on an assignment.The company is trying to reduce the communication gap by:

Explain the term distributive fairness.

What is the knowledge gap? How can it be reduced?

Which of the following service dimensions refers to the service provider's ability to perform the service dependably and accurately?

Firms can close the communication gap by:

Responsiveness refers to the caring and individual attention provided to the customers.

The most fundamental difference between a product and a service is that a service is:

Jennifer compensated for the service failure by:

Jennifer, who works as a dietician at a gym, checks with customers regarding their food habits and preferences before planning a specific diet chart for them.This specific understanding of the customers' expectations will help her in reducing the gap.

A daycare at a technology park in Saskatoon enables parents to watch their kids via a CCTV camera by streaming the video via a secure link.This technology helps parents make sure that their kids are comfortable at the daycare.This resource adds to the daycare's services.

A customer's perception of the benefits he or she received compared with the costs that resulted from a service failure is called:

Which of the following strategies employed by the resort allowed Jennifer to compensate for the delivery gap?

Kingfish Systems is a supplier of electronic and computer hardware equipment.The firm is receiving a lot of orders but does not have sufficient staff to track the orders and deliver the goods on time.How can the firm close this delivery gap?

Which of the following methods used by service providers to reduce delivery gaps gives customers a greater degree of control over the services?

Craig Jones is a manager at a hotel that is receiving complaints from its customers regarding the services provided.How can Jones reduce this standards gap in his hotel?

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 dimension of reliability refers to the knowledge of employees and their ability to convey trust and confidence.

Write a brief note describing the Gaps Model.

The residents of Lifelife, a retirement home in Canada, are provided with good care and the volunteers who help them provide complete attention to their needs.The residents are happy with the service being provided to them.The dimension of service on which the retirement home will score high is:

An event management company specializing in wedding receptions and birthday parties clarifies with clients the services it can actually provide and the number of guests it can handle before taking on an assignment.The company is trying to reduce the communication gap by:

Explain the term distributive fairness.

What is the knowledge gap? How can it be reduced?

Which of the following service dimensions refers to the service provider's ability to perform the service dependably and accurately?

Firms can close the communication gap by:

Responsiveness refers to the caring and individual attention provided to the customers.

The most fundamental difference between a product and a service is that a service is:

Jennifer compensated for the service failure by:

Jennifer, who works as a dietician at a gym, checks with customers regarding their food habits and preferences before planning a specific diet chart for them.This specific understanding of the customers' expectations will help her in reducing the gap.

A daycare at a technology park in Saskatoon enables parents to watch their kids via a CCTV camera by streaming the video via a secure link.This technology helps parents make sure that their kids are comfortable at the daycare.This resource adds to the daycare's services.

A customer's perception of the benefits he or she received compared with the costs that resulted from a service failure is called:

Which of the following strategies employed by the resort allowed Jennifer to compensate for the delivery gap?

Kingfish Systems is a supplier of electronic and computer hardware equipment.The firm is receiving a lot of orders but does not have sufficient staff to track the orders and deliver the goods on time.How can the firm close this delivery gap?

Which of the following methods used by service providers to reduce delivery gaps gives customers a greater degree of control over the services?

Craig Jones is a manager at a hotel that is receiving complaints from its customers regarding the services provided.How can Jones reduce this standards gap in his hotel?

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