Exam 13: Services: the Intangible Product

One afternoon, the clerk at the customer service desk of a large retail store got bored and started stating different return policies to each customer. Customers waiting in line and overhearing the different policies would probably feel that the store's handling of returns lacked

A delivery gap is the difference between the firm's service standards and the actual service it provides to customers.

Saltdust Grill is known as the premier restaurant in town. With its elegant dining area, extensive wine list, and gourmet chef, residents and tourists flock to the restaurant. Recently, Trey took a large group to the Saltdust Grill and almost every diner sent their entrée back to the kitchen. The Saltdust Grill was experiencing a(n) ________ gap in service quality.

Procedural fairness pertains to a customer's perception of the benefits he or she received compared with the costs (inconvenience or loss).

The old restaurant saying "You are only as good as the last meal served" reflects the fact that services are

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.

________ fairness refers to the perceived fairness of the process with which a firm handles customer complaints.

Which of the following refers to variability in a service's quality?

When visiting a museum, you would expect to find knowledgeable museum guides who would be able to give you historical information on the museum's collections and special exhibitions. If you did not find any trained museum guides to assist you, then the museum has what type of gap? Explain why you chose your answer.

The Service Gaps Model encourages the systematic examination of all aspects of the product creation process.

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

Because services like airline flights and hotel beds are ________, many marketers attempt to match demand with supply using pricing strategies.

In training service providers, service quality goals should be general to allow for the various needs of consumers.

Using technology and ________ are two ways a delivery gap can be reduced in size.

Procedural fairness pertains to a customer's perception of the benefits received compared to the costs of the inconvenience or loss.

Along the service-product continuum, which of the following would be considered the most product dominant?

When there is a significant difference between the service customers receive and the service the firm promotes, the firm has a ________ gap.

The new hotel manager asked the chef, "Are you sure you know how to cook Beef Wellington?" Which of the service dimensions was the hotel manager expressing concern about?

The marketing of services differs from the marketing of products in all of the following ways except

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