Exam 13: Services: the Intangible Product

The owners of hotels whose services are produced and consumed at the same time know that consumers do not have the opportunity to try out their service before purchasing. Many hotels use ________ to overcome the problem of inseparability of services.

The service dimension called ________ refers to the ability of the firm's employees to convey trust and confidence.

Michelle wants to develop a zone of tolerance analysis for her floral design shop. What is a zone of tolerance in service quality? What types of questions would she need to ask to conduct her analysis?

Service employees at the airlines' flight cancellation desks frequently encounter travelers who get emotional about canceled or delayed flights. The first thing these employees should do is to

Most retail stores in the United States do 60 percent or more of their business in the period between Thanksgiving and Christmas. What can these stores do to get sales staff to provide "service with a smile" during this stressful part of the year?

What is the problem associated with service quality standards such as "be nice" or "do what the customers want"?

When confronted with an angry and emotional customer, the best first step toward service recovery is to

When Marcus checked into his Las Vegas hotel, the front desk clerk informed Marcus that his room would not be ready for another 20 minutes. Marcus didn't mind waiting; he had arrived well ahead of the standard check-in time and this wait time fell within his ________, the area between his expectations regarding desired service and the minimum level of service he will accept.

How do airlines and movie theaters overcome the perishability of their services?

Customers have a defined ________ when it comes to waiting in line at a retail checkout counter. The amount of time consumers are willing to wait varies with the type of store.

Services marketing managers have learned that more employees will support a quality-oriented process if

What should a service provider do when a customer gets emotional about the service failure?

Managers of fast-food restaurants struggle with a rapid turnover of personnel. Employee turnover rates of 100 to 200 percent annually are common. The work environment is difficult, and customers can often be demanding. One of the first steps managers can take to help workers deliver quality service is to

If there is a difference between the firm's perceptions of customers' expectations and the service standards the firm has set, a ________ gap exists.

When marketers state that services are ________, they are referring to the fact that services are produced and consumed at the same time.

Rob manages a men's grooming services salon in New York City. He has trained his sales staff to report comments and requests for services the store currently does not offer. Which services gap might this information help reduce?

When marketers state that services are ________, they are referring to the fact that services are not always of the same quality from one time period to another or from one service provider to another.

The school Connie attends has an advising and registration day where students go to a large hall to sign up for classes. The school Sanjay attends assigns each student to an individual faculty member who advises each student through their course of study. Sanjay's school is most likely emphasizing which of the five dimensions of service quality?

A(n)________ gap exists when a firm knows what it needs to do to meet customers' service expectations, but sometimes fails to do it.

The ________ gap can be closed by getting employees to meet or exceed service standards when the service is being delivered by empowering service providers, providing support and incentives, and using technology where appropriate.