Question 1

Which of the following is one of the methods in service 'GAP 3: Ensure that service performance meets standards prescription methods'?

Accepted Answer

A) Clarify employee roles 
B) Turn information and insights into action 
C) Measure performance and provide regular feedback 
D) Develop advertising that features real employees 
E) Reward managers and employees for attaining quality goals 
A) Clarify employee roles 
B) Turn information and insights into action 
C) Measure performance and provide regular feedback 
D) Develop advertising that features real employees 
E) Reward managers and employees for attaining quality goals

Question 2

Which one of the following is the main difference between service quality and customer satisfaction?

Accepted Answer

A) Perceived service quality is experience dependent and customer satisfaction is not 
B) Customer satisfaction is an overall evaluated measure and perceived service quality is not 
C) Perceived quality is service-specific whereas customer satisfaction is organisation-specific 
D) Customer satisfaction has to be experience dependent whereas perceived service quality does not 
E) Perceived service quality is an overall evaluative measure and customer satisfaction is not 
A) Perceived service quality is experience dependent and customer satisfaction is not 
B) Customer satisfaction is an overall evaluated measure and perceived service quality is not 
C) Perceived quality is service-specific whereas customer satisfaction is organisation-specific 
D) Customer satisfaction has to be experience dependent whereas perceived service quality does not 
E) Perceived service quality is an overall evaluative measure and customer satisfaction is not

Question 3

In the gaps model of service quality, which of the following best describes GAP 4?

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 4

________ factors leave no impact on consumers while ________ factors affect both satisfaction and dissatisfaction.

Accepted Answer

A) Hygiene; satisfier 
B) Critical; neutral 
C) Dissatisfier; satisfier 
D) Fundamental; supplementary 
E) Neutral; critical 
A) Hygiene; satisfier 
B) Critical; neutral 
C) Dissatisfier; satisfier 
D) Fundamental; supplementary 
E) Neutral; critical

Question 5

In designing an effective service guarantee, which of the following is NOT said to create an effective service guarantee?

Accepted Answer

A) A guarantee that is easy to invoke. 
B) A guarantee that is conditional. 
C) A guarantee that is easy to collect on. 
D) A guarantee that is meaningful. 
E) A guarantee that is easy to understand and communicate. 
A) A guarantee that is easy to invoke. 
B) A guarantee that is conditional. 
C) A guarantee that is easy to collect on. 
D) A guarantee that is meaningful. 
E) A guarantee that is easy to understand and communicate.

Question 6

In which scenario is the customer's zone of indifference likely to be at its highest level and narrowest?

Accepted Answer

A) Using the service for the first time 
B) Purchasing a service in a non-competitive industry 
C) In a service recovery situation 
D) When the customer is experienced and satisfied with previous service encounters 
E) When the service organisation has provided reliable advertising of its services 
A) Using the service for the first time 
B) Purchasing a service in a non-competitive industry 
C) In a service recovery situation 
D) When the customer is experienced and satisfied with previous service encounters 
E) When the service organisation has provided reliable advertising of its services

Question 7

Which of the following is NOT a benefit that an organisation may obtain from creating high levels of customer satisfaction?

Accepted Answer

A) Positive word of mouth 
B) More affluent customers 
C) Reduced failure costs 
D) Increased levels of loyalty 
E) Lower costs for attracting new customers 
A) Positive word of mouth 
B) More affluent customers 
C) Reduced failure costs 
D) Increased levels of loyalty 
E) Lower costs for attracting new customers

Question 8

Satisfaction is a consumer's post-purchase evaluation of the overall service experience of:

Accepted Answer

A) processes 
B) processes and physical evidence 
C) processes and outcome 
D) outcome and physical evidence 
E) physical evidence 
A) processes 
B) processes and physical evidence 
C) processes and outcome 
D) outcome and physical evidence 
E) physical evidence

Question 9

For a few months, McDonald's advertised a maximum waiting time of:

Accepted Answer

A) 1 minute 
B) 2 minutes 
C) 3 minutes 
D) 4 minutes 
E) 5 minutes 
A) 1 minute 
B) 2 minutes 
C) 3 minutes 
D) 4 minutes 
E) 5 minutes

Question 10

A restaurant that opened in the '80s and until recently was still successful is now starting to see only a limited number of customers.If you were employed to address this problem, what methods would you use to increase customer satisfaction?

Accepted Answer

First, I would conduct a thorough analys

Question 11

The disconfirmation of expectations paradigm is the variation between customer post-purchase evaluation of performance and customer pre-purchase expectations.

Accepted Answer

A) True 
 B)False

Question 12

Customer expectations need to be managed.Explain different types of expectations and discuss which type of expectation a restaurant might use as the reference point for judging post-purchase performance.What could the restaurant do to manage that expectation?

Accepted Answer

Customer expectations can be categorized

Question 13

Which of the following is NOT a benefit of achieving customer satisfaction and service quality?

Accepted Answer

A) Reduction in failure costs 
B) Reduction in cost of attracting new customers 
C) Positive word of mouth promotion 
D) Creates a sustainable advantage 
E) Increases customers' exposure to competition 
A) Reduction in failure costs 
B) Reduction in cost of attracting new customers 
C) Positive word of mouth promotion 
D) Creates a sustainable advantage 
E) Increases customers' exposure to competition

Question 14

The relationship between the degree of satisfaction and customer loyalty is linear.

Accepted Answer

A) True 
 B)False

Question 15

The basic E-S-QUAL scale is used for measuring core e-service quality.Which of the following is NOT one of the four dimensions used in this scale?

Accepted Answer

A) Efficiency 
B) Reliability 
C) Fulfilment 
D) System availability 
E) Privacy 
A) Efficiency 
B) Reliability 
C) Fulfilment 
D) System availability 
E) Privacy

Which of the following is one of the methods in service 'GAP 3: Ensure that service performance meets standards prescription methods'?

Which one of the following is the main difference between service quality and customer satisfaction?

In the gaps model of service quality, which of the following best describes GAP 4?

factors leave no impact on consumers while factors affect both satisfaction and dissatisfaction.

In designing an effective service guarantee, which of the following is NOT said to create an effective service guarantee?

In which scenario is the customer's zone of indifference likely to be at its highest level and narrowest?

Which of the following is NOT a benefit that an organisation may obtain from creating high levels of customer satisfaction?

Satisfaction is a consumer's post-purchase evaluation of the overall service experience of:

For a few months, McDonald's advertised a maximum waiting time of:

A restaurant that opened in the '80s and until recently was still successful is now starting to see only a limited number of customers.If you were employed to address this problem, what methods would you use to increase customer satisfaction?

The disconfirmation of expectations paradigm is the variation between customer post-purchase evaluation of performance and customer pre-purchase expectations.

Customer expectations need to be managed.Explain different types of expectations and discuss which type of expectation a restaurant might use as the reference point for judging post-purchase performance.What could the restaurant do to manage that expectation?

Which of the following is NOT a benefit of achieving customer satisfaction and service quality?

The relationship between the degree of satisfaction and customer loyalty is linear.

The basic E-S-QUAL scale is used for measuring core e-service quality.Which of the following is NOT one of the four dimensions used in this scale?

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

Which of the following is one of the methods in service 'GAP 3: Ensure that service performance meets standards prescription methods'?

Which one of the following is the main difference between service quality and customer satisfaction?

In the gaps model of service quality, which of the following best describes GAP 4?

________ factors leave no impact on consumers while ________ factors affect both satisfaction and dissatisfaction.

In designing an effective service guarantee, which of the following is NOT said to create an effective service guarantee?

In which scenario is the customer's zone of indifference likely to be at its highest level and narrowest?

Which of the following is NOT a benefit that an organisation may obtain from creating high levels of customer satisfaction?

Satisfaction is a consumer's post-purchase evaluation of the overall service experience of:

For a few months, McDonald's advertised a maximum waiting time of:

A restaurant that opened in the '80s and until recently was still successful is now starting to see only a limited number of customers.If you were employed to address this problem, what methods would you use to increase customer satisfaction?

The disconfirmation of expectations paradigm is the variation between customer post-purchase evaluation of performance and customer pre-purchase expectations.

Customer expectations need to be managed.Explain different types of expectations and discuss which type of expectation a restaurant might use as the reference point for judging post-purchase performance.What could the restaurant do to manage that expectation?

Which of the following is NOT a benefit of achieving customer satisfaction and service quality?

The relationship between the degree of satisfaction and customer loyalty is linear.

The basic E-S-QUAL scale is used for measuring core e-service quality.Which of the following is NOT one of the four dimensions used in this scale?

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

factors leave no impact on consumers while factors affect both satisfaction and dissatisfaction.