Question 1

Consumer expectations are ________ beliefs about ________ provisions that act as a standard or reference point for judging ________ performance.

Accepted Answer

A) experiential; service; post-purchase 
B) pre-purchase; specific; post-purchase 
C) pre-purchase; performance; post-purchase 
D) post-purchase; service; post-purchase 
E) post-purchase; service; pre-purchase 
A) experiential; service; post-purchase 
B) pre-purchase; specific; post-purchase 
C) pre-purchase; performance; post-purchase 
D) post-purchase; service; post-purchase 
E) post-purchase; service; pre-purchase

Question 2

Emotional value is derived from the service's ability to enhance the customer's 'social self-concept'.

Accepted Answer

A) True 
 B)False

Question 3

A comparison of the ratio of buyer's inputs to outputs against seller's input/output ratio is part of:

Accepted Answer

A) equitable theory 
B) control theory 
C) equity theory 
D) script theory 
E) role theory 
A) equitable theory 
B) control theory 
C) equity theory 
D) script theory 
E) role theory

Question 4

Which of the following statements is NOT true?

Accepted Answer

A) Service guarantees are explicit promises. 
B) Guarantees are most effective when customers already have a level of trust in the organisation. 
C) Guarantees work when they promise high standards. 
D) Guarantees work when they promise consistency. 
E) Guarantees work when some form of compensations are offered. 
A) Service guarantees are explicit promises. 
B) Guarantees are most effective when customers already have a level of trust in the organisation. 
C) Guarantees work when they promise high standards. 
D) Guarantees work when they promise consistency. 
E) Guarantees work when some form of compensations are offered.

Question 5

In Herzberg's two-factor theory, dissatisfiers play the role of hygiene factors where their presence is necessary to avoid complainants.

Accepted Answer

A) True 
 B)False

Question 6

Use the same service experience from Question 1 to explain other factors that are known to affect customers' satisfaction evaluation.

Accepted Answer

In addition to the service experience it

Question 7

Hart (1988) argues that guarantees are powerful tools because they:

Accepted Answer

A) force firms to focus on customers' wants 
B) build marketing muscle 
C) generate meaningful feedback 
D) set clear standards 
E) all of the above 
A) force firms to focus on customers' wants 
B) build marketing muscle 
C) generate meaningful feedback 
D) set clear standards 
E) all of the above

Question 8

Organisations which promote their business as being faster and more efficient than competitors run the risk of being unable to manage their customers' high expectations.

Accepted Answer

A) True 
 B)False

Question 9

In a study of customer satisfaction in the Asia-Pacific region, Toyota Motor Corporation found there was no correlation between customer satisfaction and market share.

Accepted Answer

A) True 
 B)False

Question 10

Making service processes more efficient will generally result in a better experience for the customer and a higher customer satisfaction rating.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following statements are true in connection with measuring customer satisfaction?

Accepted Answer

A) All firms have their own way of keeping track of the customer satisfaction metric. 
B) A sophisticated customer satisfaction metric will solve the problem. 
C) Innovation is rarely necessary. 
D) Ensure fundamentals are right. 
E) a and d 
A) All firms have their own way of keeping track of the customer satisfaction metric. 
B) A sophisticated customer satisfaction metric will solve the problem. 
C) Innovation is rarely necessary. 
D) Ensure fundamentals are right. 
E) a and d

Question 12

Select a local business.Use the Gaps Model to identify the potential gaps between what customers may expect and what they actually receive from that business.What could the business do to reduce the gaps identified?

Accepted Answer

Selecting a local business, let's consid

Question 13

A powerful tool which can be used to enable business to identify fail points in delivering a service is ________.

Accepted Answer

A) SERVQUAL 
B) assurance measures 
C) tangibles 
D) blueprinting 
E) methodology 
A) SERVQUAL 
B) assurance measures 
C) tangibles 
D) blueprinting 
E) methodology

Question 14

How do consumers differ, if at all, in the ways they assess satisfaction with tangible goods and services?

Accepted Answer

A) They give more weight to courteous salespeople when buying tangible goods. 
B) Because of credence properties, they have more trouble assessing tangible goods. 
C) With tangible goods, they have more trouble assessing outcomes. 
D) With services, they have more trouble assessing technical quality. 
E) They assess both in terms of conformance to technical specifications. 
A) They give more weight to courteous salespeople when buying tangible goods. 
B) Because of credence properties, they have more trouble assessing tangible goods. 
C) With tangible goods, they have more trouble assessing outcomes. 
D) With services, they have more trouble assessing technical quality. 
E) They assess both in terms of conformance to technical specifications.

Question 15

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 16

Satisfaction is a consumer's post-purchase evaluation of the overall service experience.It is an effective (emotion) state or feeling reaction in which the consumer's needs, desires and expectations during the course of the service experience have been met or exceeded.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following methods are useful to gain the reputation of being an organisation that is known for excellent service and listening to customers?

Accepted Answer

A) Analyse customer complaints 
B) Use mystery shoppers 
C) Discourage complaining customers 
D) All of the above 
E) a and b 
A) Analyse customer complaints 
B) Use mystery shoppers 
C) Discourage complaining customers 
D) All of the above 
E) a and b

Question 18

Garvin (1988) has identified different perspectives of 'quality', which consist of the transcendent view, product-based approach and ________.

Accepted Answer

A) fulfilment approach 
B) post-purchase evaluation 
C) user-based definition 
D) experience to profits model 
E) interaction approach 
A) fulfilment approach 
B) post-purchase evaluation 
C) user-based definition 
D) experience to profits model 
E) interaction approach

Question 19

When forming expectations of a brand or service, which of the following is NOT an influence on consumers?

Accepted Answer

A) Past experience 
B) Word of mouth 
C) Advertising 
D) Promotion 
E) None of the above 
A) Past experience 
B) Word of mouth 
C) Advertising 
D) Promotion 
E) None of the above

Question 20

All of the following help a service organisation to increase the level of responsiveness to its customers EXCEPT:

Accepted Answer

A) telling customers exactly when service will be performed 
B) being willing to help customers whenever possible 
C) trying to instil confidence in customers 
D) matching competitors' levels of service whenever possible 
E) giving prompt service to customers 
A) telling customers exactly when service will be performed 
B) being willing to help customers whenever possible 
C) trying to instil confidence in customers 
D) matching competitors' levels of service whenever possible 
E) giving prompt service to customers

Consumer expectations are beliefs about provisions that act as a standard or reference point for judging performance.

Emotional value is derived from the service's ability to enhance the customer's 'social self-concept'.

A comparison of the ratio of buyer's inputs to outputs against seller's input/output ratio is part of:

Which of the following statements is NOT true?

In Herzberg's two-factor theory, dissatisfiers play the role of hygiene factors where their presence is necessary to avoid complainants.

Use the same service experience from Question 1 to explain other factors that are known to affect customers' satisfaction evaluation.

Hart (1988) argues that guarantees are powerful tools because they:

Organisations which promote their business as being faster and more efficient than competitors run the risk of being unable to manage their customers' high expectations.

In a study of customer satisfaction in the Asia-Pacific region, Toyota Motor Corporation found there was no correlation between customer satisfaction and market share.

Making service processes more efficient will generally result in a better experience for the customer and a higher customer satisfaction rating.

Which of the following statements are true in connection with measuring customer satisfaction?

Select a local business.Use the Gaps Model to identify the potential gaps between what customers may expect and what they actually receive from that business.What could the business do to reduce the gaps identified?

A powerful tool which can be used to enable business to identify fail points in delivering a service is ________.

How do consumers differ, if at all, in the ways they assess satisfaction with tangible goods and services?

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

Satisfaction is a consumer's post-purchase evaluation of the overall service experience.It is an effective (emotion) state or feeling reaction in which the consumer's needs, desires and expectations during the course of the service experience have been met or exceeded.

Which of the following methods are useful to gain the reputation of being an organisation that is known for excellent service and listening to customers?

Garvin (1988) has identified different perspectives of 'quality', which consist of the transcendent view, product-based approach and ________.

When forming expectations of a brand or service, which of the following is NOT an influence on consumers?

All of the following help a service organisation to increase the level of responsiveness to its customers EXCEPT:

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

Consumer expectations are ________ beliefs about ________ provisions that act as a standard or reference point for judging ________ performance.

Emotional value is derived from the service's ability to enhance the customer's 'social self-concept'.

A comparison of the ratio of buyer's inputs to outputs against seller's input/output ratio is part of:

Which of the following statements is NOT true?

In Herzberg's two-factor theory, dissatisfiers play the role of hygiene factors where their presence is necessary to avoid complainants.

Use the same service experience from Question 1 to explain other factors that are known to affect customers' satisfaction evaluation.

Hart (1988) argues that guarantees are powerful tools because they:

Organisations which promote their business as being faster and more efficient than competitors run the risk of being unable to manage their customers' high expectations.

In a study of customer satisfaction in the Asia-Pacific region, Toyota Motor Corporation found there was no correlation between customer satisfaction and market share.

Making service processes more efficient will generally result in a better experience for the customer and a higher customer satisfaction rating.

Which of the following statements are true in connection with measuring customer satisfaction?

Select a local business.Use the Gaps Model to identify the potential gaps between what customers may expect and what they actually receive from that business.What could the business do to reduce the gaps identified?

A powerful tool which can be used to enable business to identify fail points in delivering a service is ________.

How do consumers differ, if at all, in the ways they assess satisfaction with tangible goods and services?

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

Satisfaction is a consumer's post-purchase evaluation of the overall service experience.It is an effective (emotion) state or feeling reaction in which the consumer's needs, desires and expectations during the course of the service experience have been met or exceeded.

Which of the following methods are useful to gain the reputation of being an organisation that is known for excellent service and listening to customers?

Garvin (1988) has identified different perspectives of 'quality', which consist of the transcendent view, product-based approach and ________.

When forming expectations of a brand or service, which of the following is NOT an influence on consumers?

All of the following help a service organisation to increase the level of responsiveness to its customers EXCEPT:

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

Consumer expectations are beliefs about provisions that act as a standard or reference point for judging performance.

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