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

A state-of-the-art gym provides a separate recreation area where customers can play chess, scrabble, and table tennis.Not many customers use this facility.This lack of perception of customer expectation on the part of the gym reflects the gap.

The delivery gap differs from the knowledge gap in that the knowledge gap reflects the difference between:

Karen always uses the services of Flash Couriers because of its competence with delivering packages on time most of the time.The service dimension influencing Karen's choice in this scenario is:

A well-known restaurant asked its customers to evaluate its service quality by filling out a questionnaire.The analysis of the questionnaire showed that the restaurant scored below the zone of tolerance on the tangibles dimension.This implies that the customers were not happy with the:

Shawn has the responsibility of checking with all customers of the hotel who have booked rooms, whether they will be checking in on that particular date or cancelling their reservation so that the hotel does not lose business by holding the rooms for them until late in the day.The hotel has employed this measure to overcome the challenge posed by the of services.

By getting employees to meet or exceed service standards, firms try to close the gap.

The difference between the firm's service standards and the actual service it provides to customers is called the gap.

A tattoo artist encourages her customers to give their input on the designs they choose to have tattooed on their bodies so that they will be more satisfied with the end results.Since a tattoo is not easy to remove, the artist provides guarantees to the customer based on her experiences with other clients.Which of the following service characteristics is best demonstrated in this scenario?

The difference between customers' expectations and the firm's perception of those customer expectations is reflected in the:

Eric prefers to travel by a particular airline because he is impressed by the care and attention provided by its staff to make the passengers feel valued and special.The service dimension influencing Eric's decision to choose that airline is:

This evaluation of service quality by defining the zone of tolerance will help the hotel to reduce gap.

Which of the following service gaps did Mark and Julia experience when they visited the Valley Resort?

Jimmy's car garage provides predictably great service to its customers by providing service training to employees by using a well-defined process.The strategy used by the garage to reduce the standards gap is:

An electronics retail chain asked its customers to rate the service it provides at its customer support division based on the inclination and alertness of staff members in providing service to customers.The service dimension that the company is trying to evaluate in this scenario is:

When marketers refer to the fact that services cannot be held in inventory or stored for future use, they are stating that services are:

Kathryn gets a haircut only from Jane, as Jane has been able to meet Kathryn's expectations every time she has given her a haircut.The dimension of service that influences Kathryn's decision is:

A company that specializes in water purifiers recently installed a system at John's house.John realizes that the system is faulty because water starts leaking within a few days of the installation.John calls the company's service team, which goes over the problem in detail with him and then sends service personnel to John's house to fix the problem.In this scenario, the company tried to resolve the issue by:

An ongoing marketing research system that collects customer insights and intelligence to influence and drive business decisions is:

When a service fails to meet the expectations that customers have about how it should be delivered, this situation results in:

When a firm is questioning its customers about a service quality dimension that relates to customers' desired and expected level of service, the firm is trying to define the: