Question 1

The SERVQUAL dimension of empathy includes:

Accepted Answer

A) individual attention 
B) convenient operating hours 
C) personal attention 
D) specific customer needs 
E) all of the above 
A) individual attention 
B) convenient operating hours 
C) personal attention 
D) specific customer needs 
E) all of the above E

Question 2

With causal attribution, customers who assess that the company is at fault are more likely to be dissatisfied than if they partly blame their own actions.

Accepted Answer

A) True 
 B)False  True

Question 3

If the service performance is much better than pre-purchase expectations then ________ will most likely result.

Accepted Answer

A) dissatisfaction 
B) satisfaction 
C) evangelism 
D) delight 
E) both c and d 
A) dissatisfaction 
B) satisfaction 
C) evangelism 
D) delight 
E) both c and d D

Question 4

In the gaps model of service quality, which of the following best describes GAP 3?

Accepted Answer

A) Not knowing what customers expect 
B) Service performance that does not match specifications 
C) Specifying service standards that do not accurately reflect what management believes to be customers' expectations 
D) Discrepancies between expected service and actual service delivery 
E) Service not living up to levels of performance that are promoted and promised by the advertising of the company 
A) Not knowing what customers expect 
B) Service performance that does not match specifications 
C) Specifying service standards that do not accurately reflect what management believes to be customers' expectations 
D) Discrepancies between expected service and actual service delivery 
E) Service not living up to levels of performance that are promoted and promised by the advertising of the company

Question 5

Explain the similarities and differences between the concepts of perceived service quality and customer satisfaction.

Accepted Answer

Perceived service quality and customer s

Question 6

Think of a recent service experience where you were dissatisfied, merely satisfied or delighted.Use the example of that service experience to explain the disconfirmation of expectations model.

Accepted Answer

Recently, I had a service experience at

Question 7

Research conducted by Xerox discovered that delighted customers were (how many more times) likely to repurchase than a merely satisfied customer?

Accepted Answer

A) 3 times 
B) 5 times 
C) 6 times 
D) 8 times 
E) 10 times 
A) 3 times 
B) 5 times 
C) 6 times 
D) 8 times 
E) 10 times

Question 8

A company should never offer an unconditional guarantee of satisfaction.

Accepted Answer

A) True 
 B)False

Question 9

It would be possible for a firm to be less than 100 per cent failure-free but with service recovery methods still manage 100 per cent satisfaction rating from its target customers.

Accepted Answer

A) True 
 B)False

Question 10

A basic level of satisfaction of ________ factors is necessary to avoid complaints but higher levels of performance will not increase satisfaction.

Accepted Answer

A) critical 
B) dissatisfier 
C) neutral 
D) satisfier 
E) all of the above 
A) critical 
B) dissatisfier 
C) neutral 
D) satisfier 
E) all of the above

Question 11

Which of the following is NOT a dimension of SERVQUAL?

Accepted Answer

A) Tangibles 
B) Fairness 
C) Reliability 
D) Assurance 
E) Empathy 
A) Tangibles 
B) Fairness 
C) Reliability 
D) Assurance 
E) Empathy

Question 12

How important is it to deliver on expectations of overseas visitors who are only like to have one trip to the country? What could be the effect of not addressing their satisfaction?

Accepted Answer

It is extremely important to deliver on

Question 13

Satisfied customers are at most risk of being tempted by competitors' offerings in the zone of:

Accepted Answer

A) indifference 
B) retention 
C) defection 
D) affection 
E) contentment 
A) indifference 
B) retention 
C) defection 
D) affection 
E) contentment

Question 14

Which of the following is NOT a driver of overall customer satisfaction according to the experience to profits model?

Accepted Answer

A) Core service 
B) Price 
C) Customer service 
D) Debt to equity ratios 
E) Brand 
A) Core service 
B) Price 
C) Customer service 
D) Debt to equity ratios 
E) Brand

Question 15

Factors known to influence satisfaction evaluations, directly or indirectly, include consumers' attributions to unexpected events.Which of the following is one of the three types of attributions?

Accepted Answer

A) Casual attribution 
B) Total attribution 
C) Stable attribution 
D) Causal attribution 
E) Equitable attribution 
A) Casual attribution 
B) Total attribution 
C) Stable attribution 
D) Causal attribution 
E) Equitable attribution

Question 16

In the gaps model of service quality, which of the following best describes GAP 1?

Accepted Answer

A) Not knowing what customers expect 
B) Service performance that does not match specifications 
C) Specifying service standards that do not accurately reflect what management believes to be customers' expectations 
D) Discrepancies between expected service and actual service delivery 
E) Service not living up to levels of performance that are promoted and promised by the advertising of the company 
A) Not knowing what customers expect 
B) Service performance that does not match specifications 
C) Specifying service standards that do not accurately reflect what management believes to be customers' expectations 
D) Discrepancies between expected service and actual service delivery 
E) Service not living up to levels of performance that are promoted and promised by the advertising of the company

Question 17

To build a service satisfaction information system, ongoing research through portfolio of research approaches has been recommended.Such research approaches may NOT involve:

Accepted Answer

A) analysis of customers complaints 
B) post-transaction surveys 
C) ongoing survey of account holders 
D) employee surveys 
E) internal sales record analysis 
A) analysis of customers complaints 
B) post-transaction surveys 
C) ongoing survey of account holders 
D) employee surveys 
E) internal sales record analysis

Question 18

What happens backstage in an organisation has virtually no impact on the service that the customer receives.

Accepted Answer

A) True 
 B)False

Question 19

Recent research that highlighted the impact of culture on consumer expectations has found that:

Accepted Answer

A) Eastern consumers had high overall service expectation 
B) Western consumers had high overall service expectations 
C) consumers high on power distance had overall high service expectation 
D) consumers low on uncertainty avoidance dimension had high overall service expectation 
E) none of the above 
A) Eastern consumers had high overall service expectation 
B) Western consumers had high overall service expectations 
C) consumers high on power distance had overall high service expectation 
D) consumers low on uncertainty avoidance dimension had high overall service expectation 
E) none of the above

Question 20

By emphasising productivity and efficiency, what have service output measures tended to ignore?

Accepted Answer

A) Effectiveness 
B) The ratio of outputs to inputs 
C) Time-based standards 
D) Quantitative information 
E) Costs of improvement 
A) Effectiveness 
B) The ratio of outputs to inputs 
C) Time-based standards 
D) Quantitative information 
E) Costs of improvement

The SERVQUAL dimension of empathy includes:

With causal attribution, customers who assess that the company is at fault are more likely to be dissatisfied than if they partly blame their own actions.

If the service performance is much better than pre-purchase expectations then ________ will most likely result.

In the gaps model of service quality, which of the following best describes GAP 3?

Explain the similarities and differences between the concepts of perceived service quality and customer satisfaction.

Think of a recent service experience where you were dissatisfied, merely satisfied or delighted.Use the example of that service experience to explain the disconfirmation of expectations model.

Research conducted by Xerox discovered that delighted customers were (how many more times) likely to repurchase than a merely satisfied customer?

A company should never offer an unconditional guarantee of satisfaction.

It would be possible for a firm to be less than 100 per cent failure-free but with service recovery methods still manage 100 per cent satisfaction rating from its target customers.

A basic level of satisfaction of ________ factors is necessary to avoid complaints but higher levels of performance will not increase satisfaction.

Which of the following is NOT a dimension of SERVQUAL?

How important is it to deliver on expectations of overseas visitors who are only like to have one trip to the country? What could be the effect of not addressing their satisfaction?

Satisfied customers are at most risk of being tempted by competitors' offerings in the zone of:

Which of the following is NOT a driver of overall customer satisfaction according to the experience to profits model?

Factors known to influence satisfaction evaluations, directly or indirectly, include consumers' attributions to unexpected events.Which of the following is one of the three types of attributions?

In the gaps model of service quality, which of the following best describes GAP 1?

To build a service satisfaction information system, ongoing research through portfolio of research approaches has been recommended.Such research approaches may NOT involve:

What happens backstage in an organisation has virtually no impact on the service that the customer receives.

Recent research that highlighted the impact of culture on consumer expectations has found that:

By emphasising productivity and efficiency, what have service output measures tended to ignore?

Marketing in the service economy

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Balancing productive capacity and demand

Integrated services marketing communications

Managing people for service advantage

Crafting the service environment

Managing the customer service function

Managing relationships and building loyalty

Handling customer complaints and managing service recovery

Filters

Exam 12: Customer satisfaction and service quality

The SERVQUAL dimension of empathy includes:

With causal attribution, customers who assess that the company is at fault are more likely to be dissatisfied than if they partly blame their own actions.

If the service performance is much better than pre-purchase expectations then ________ will most likely result.

In the gaps model of service quality, which of the following best describes GAP 3?

Explain the similarities and differences between the concepts of perceived service quality and customer satisfaction.

Think of a recent service experience where you were dissatisfied, merely satisfied or delighted.Use the example of that service experience to explain the disconfirmation of expectations model.

Research conducted by Xerox discovered that delighted customers were (how many more times) likely to repurchase than a merely satisfied customer?

A company should never offer an unconditional guarantee of satisfaction.

It would be possible for a firm to be less than 100 per cent failure-free but with service recovery methods still manage 100 per cent satisfaction rating from its target customers.

A basic level of satisfaction of ________ factors is necessary to avoid complaints but higher levels of performance will not increase satisfaction.

Which of the following is NOT a dimension of SERVQUAL?

How important is it to deliver on expectations of overseas visitors who are only like to have one trip to the country? What could be the effect of not addressing their satisfaction?

Satisfied customers are at most risk of being tempted by competitors' offerings in the zone of:

Which of the following is NOT a driver of overall customer satisfaction according to the experience to profits model?

Factors known to influence satisfaction evaluations, directly or indirectly, include consumers' attributions to unexpected events.Which of the following is one of the three types of attributions?

In the gaps model of service quality, which of the following best describes GAP 1?

To build a service satisfaction information system, ongoing research through portfolio of research approaches has been recommended.Such research approaches may NOT involve:

What happens backstage in an organisation has virtually no impact on the service that the customer receives.

Recent research that highlighted the impact of culture on consumer expectations has found that:

By emphasising productivity and efficiency, what have service output measures tended to ignore?

Marketing in the service economy

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Balancing productive capacity and demand

Integrated services marketing communications

Managing people for service advantage

Crafting the service environment

Managing the customer service function

Managing relationships and building loyalty

Handling customer complaints and managing service recovery

Filters