Question 1

Any difference between expectations and perceived performance is known as:

Accepted Answer

A) gap 
B) confirmation 
C) distortion 
D) disconfirmation 
E) difference 
A) gap 
B) confirmation 
C) distortion 
D) disconfirmation 
E) difference

Question 2

If pre-purchase expectations are low, a consumer is more likely to be satisfied with a service experience even when performance is poor.

Accepted Answer

A) True 
 B)False

Question 3

Consumers' pre-purchase beliefs play no role in judging post-purchase performance.

Accepted Answer

A) True 
 B)False

Question 4

It is often easier for consumers to confidently evaluate service performance outcomes than evaluate product performance outcomes.

Accepted Answer

A) True 
 B)False

Question 5

Recent research has shown that the 'halo effect' is of particular importance to:

Accepted Answer

A) professional services 
B) organisational services 
C) credence services 
D) social services 
E) all of the above 
A) professional services 
B) organisational services 
C) credence services 
D) social services 
E) all of the above

Question 6

A customer's zone of indifference exists because of which special characteristic of services?

Accepted Answer

A) Intangibility 
B) Heterogeneity 
C) Perishability of output 
D) Simultaneous production and consumption of services 
E) Difficulty in evaluating services 
A) Intangibility 
B) Heterogeneity 
C) Perishability of output 
D) Simultaneous production and consumption of services 
E) Difficulty in evaluating services

Question 7

Using the Experience to Profits Model, what advice would you give to a start-up company working in the IT area?

Accepted Answer

As a start-up company working in the IT

Question 8

Why might some customers be satisfied by organisations that offer relatively low levels of service?

Accepted Answer

A) Because the price is so low 
B) Because of the intangibility of the service 
C) Because the customer had low levels of expectations 
D) Because of the advertising of the service organisation 
E) Because of the complexity of the service 
A) Because the price is so low 
B) Because of the intangibility of the service 
C) Because the customer had low levels of expectations 
D) Because of the advertising of the service organisation 
E) Because of the complexity of the service

Question 9

Australian customers would expect a manager to be responsible for apologising if they had a complaint.

Accepted Answer

A) True 
 B)False

Question 10

In the gaps model of service quality, which of the following best describes GAP 2?

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 11

Which of the following statements may NOT be true?

Accepted Answer

A) Delighted customers show more loyalty and relationship commitment. 
B) Delighted customers spread positive word of mouth. 
C) Delighted customers are more forgiving. 
D) Delighted customers expect more. 
E) Delighted customers are less susceptible to being seduced by competitive offerings. 
A) Delighted customers show more loyalty and relationship commitment. 
B) Delighted customers spread positive word of mouth. 
C) Delighted customers are more forgiving. 
D) Delighted customers expect more. 
E) Delighted customers are less susceptible to being seduced by competitive offerings.

Question 12

In recent years, Australian educational institutions have recruited a great number of their students from Asian countries.In terms of the cultural differences, is there a need to put specific service standard measures in place in the case of complaints?

Accepted Answer

Yes, there is a need to put specific ser

Question 13

A customer who feels angry and upset after receiving bad customer service is experiencing negative ________ value.

Accepted Answer

A) performance 
B) interactive 
C) quality 
D) social 
E) emotional 
A) performance 
B) interactive 
C) quality 
D) social 
E) emotional

Question 14

The transcendent view of quality as identified by Garvin (1988) is synonymous with innate excellence.

Accepted Answer

A) True 
 B)False

Question 15

Customer satisfaction and service quality lower the cost of attracting new customers.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following is the dominant model in satisfaction research?

Accepted Answer

A) Disconfirmation of expectation model 
B) Gap model 
C) Satisfaction vs.Expectation model 
D) Disconfirmation of Satisfaction model 
E) Customer retention 
A) Disconfirmation of expectation model 
B) Gap model 
C) Satisfaction vs.Expectation model 
D) Disconfirmation of Satisfaction model 
E) Customer retention

Question 17

At which level of employee satisfaction are marketers likely to see the greatest strengthening of customer loyalty?

Accepted Answer

A) When basic expectations are met 
B) When service improvements move customers from dissatisfied to satisfied 
C) As customers enter the zone of indifference 
D) Around the threshold between satisfaction and delight with the service 
E) Loyalty grows at a steady rate as satisfaction rises 
A) When basic expectations are met 
B) When service improvements move customers from dissatisfied to satisfied 
C) As customers enter the zone of indifference 
D) Around the threshold between satisfaction and delight with the service 
E) Loyalty grows at a steady rate as satisfaction rises

Question 18

Many previously two-partner GPs are moving into group practices using the prescription for closing service gaps.What advice would you give to this group of professionals in terms of the provision of customer satisfaction?

Accepted Answer

As previously two-partner GPs transition

Question 19

Fast and effective handling of a complaint generally will not affect customer loyalty.

Accepted Answer

A) True 
 B)False

Question 20

To be successful in today's market, organisations need to be aware of and provide for cultural differences in their services.

Accepted Answer

A) True 
 B)False

Any difference between expectations and perceived performance is known as:

If pre-purchase expectations are low, a consumer is more likely to be satisfied with a service experience even when performance is poor.

Consumers' pre-purchase beliefs play no role in judging post-purchase performance.

It is often easier for consumers to confidently evaluate service performance outcomes than evaluate product performance outcomes.

Recent research has shown that the 'halo effect' is of particular importance to:

A customer's zone of indifference exists because of which special characteristic of services?

Using the Experience to Profits Model, what advice would you give to a start-up company working in the IT area?

Why might some customers be satisfied by organisations that offer relatively low levels of service?

Australian customers would expect a manager to be responsible for apologising if they had a complaint.

In the gaps model of service quality, which of the following best describes GAP 2?

Which of the following statements may NOT be true?

In recent years, Australian educational institutions have recruited a great number of their students from Asian countries.In terms of the cultural differences, is there a need to put specific service standard measures in place in the case of complaints?

A customer who feels angry and upset after receiving bad customer service is experiencing negative ________ value.

The transcendent view of quality as identified by Garvin (1988) is synonymous with innate excellence.

Customer satisfaction and service quality lower the cost of attracting new customers.

Which of the following is the dominant model in satisfaction research?

At which level of employee satisfaction are marketers likely to see the greatest strengthening of customer loyalty?

Many previously two-partner GPs are moving into group practices using the prescription for closing service gaps.What advice would you give to this group of professionals in terms of the provision of customer satisfaction?

Fast and effective handling of a complaint generally will not affect customer loyalty.

To be successful in today's market, organisations need to be aware of and provide for cultural differences in their services.

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

Any difference between expectations and perceived performance is known as:

If pre-purchase expectations are low, a consumer is more likely to be satisfied with a service experience even when performance is poor.

Consumers' pre-purchase beliefs play no role in judging post-purchase performance.

It is often easier for consumers to confidently evaluate service performance outcomes than evaluate product performance outcomes.

Recent research has shown that the 'halo effect' is of particular importance to:

A customer's zone of indifference exists because of which special characteristic of services?

Using the Experience to Profits Model, what advice would you give to a start-up company working in the IT area?

Why might some customers be satisfied by organisations that offer relatively low levels of service?

Australian customers would expect a manager to be responsible for apologising if they had a complaint.

In the gaps model of service quality, which of the following best describes GAP 2?

Which of the following statements may NOT be true?

In recent years, Australian educational institutions have recruited a great number of their students from Asian countries.In terms of the cultural differences, is there a need to put specific service standard measures in place in the case of complaints?

A customer who feels angry and upset after receiving bad customer service is experiencing negative ________ value.

The transcendent view of quality as identified by Garvin (1988) is synonymous with innate excellence.

Customer satisfaction and service quality lower the cost of attracting new customers.

Which of the following is the dominant model in satisfaction research?

At which level of employee satisfaction are marketers likely to see the greatest strengthening of customer loyalty?

Many previously two-partner GPs are moving into group practices using the prescription for closing service gaps.What advice would you give to this group of professionals in terms of the provision of customer satisfaction?

Fast and effective handling of a complaint generally will not affect customer loyalty.

To be successful in today's market, organisations need to be aware of and provide for cultural differences in their services.

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