Question 1

Differentiate between construct validity and content validity.

Accepted Answer

Construct validity refers to the use of certain terms and whether terms really measure what it is we want to measure. For example, self-reported measures or percentage growth in sales might not be a valid measure of success in customer satisfaction. Sales increases may instead reflect favorable market conditions. Content validity, in contrast, refers to whether the item really measures what we want to measure. Usually, this includes asking five or six "experts" to review the instrument and determine whether the instrument is valid.

Question 2

Improving services such as customer service policies, sales processes, and after-sales services according to customer preferences is referred to as transactional analysis.

Accepted Answer

A) True 
 B)False  True

Question 3

________ customers are the bill-paying receivers of a company's work.

Accepted Answer

A) External 
B) Internal 
C) Primary 
D) Secondary 
E) Capital 
A) External 
B) Internal 
C) Primary 
D) Secondary 
E) Capital A

Question 4

Which of the following is a diagram tool for managers that depicts a flowchart of interactions between service providers and customers?

Accepted Answer

A) process-chain-network diagram 
B) precedence-network diagram 
C) relationship-network diagram 
D) activity-network diagram 
E) interaction-network diagram 
A) process-chain-network diagram 
B) precedence-network diagram 
C) relationship-network diagram 
D) activity-network diagram 
E) interaction-network diagram

Question 5

The ________ process involves the transformation of a negative situation into one in which the complainant is restored to the state existing prior to the occurrence of a problem.

Accepted Answer

A) complaint-reaction 
B) complaint-restoration 
C) complaint-resolution 
D) complaint-response 
E) complaint-reversal 
A) complaint-reaction 
B) complaint-restoration 
C) complaint-resolution 
D) complaint-response 
E) complaint-reversal

Question 6

Which of the following determinants include the physical evidence of the service?

Accepted Answer

A) tangibles 
B) aesthetics 
C) features 
D) intangibles 
E) logistics 
A) tangibles 
B) aesthetics 
C) features 
D) intangibles 
E) logistics

Question 7

________ customers are also known as end users.

Accepted Answer

A) External 
B) Internal 
C) Capital 
D) Primary 
E) Secondary 
A) External 
B) Internal 
C) Capital 
D) Primary 
E) Secondary

Question 8

Ordinal data are ranked so one measure is higher than the next.

Accepted Answer

A) True 
 B)False

Question 9

The determinant of service quality pertaining to tangibles encompasses the physical evidence of the service.

Accepted Answer

A) True 
 B)False

Question 10

________ results in the suppliers becoming de facto subsidiaries to their major customers.

Accepted Answer

A) Segmentation 
B) Gap analysis 
C) Strategic alliance 
D) Source loyalty 
E) Supplier rationalization 
A) Segmentation 
B) Gap analysis 
C) Strategic alliance 
D) Source loyalty 
E) Supplier rationalization

Question 11

Which of the following determinants of service quality involves politeness, respect, consideration, and friendliness of contact personnel?

Accepted Answer

A) reliability 
B) responsiveness 
C) competence 
D) credibility 
E) courtesy 
A) reliability 
B) responsiveness 
C) competence 
D) credibility 
E) courtesy

Question 12

The complaint-resolution process involves the transformation of a negative situation into one in which the complainant is restored to the state existing prior to the occurrence of a problem.

Accepted Answer

A) True 
 B)False

Question 13

Explain the ten determinants of service quality contributed by Parasuraman, Zeithamel, and Berry.

Accepted Answer

In addition to the gaps model, Parasuram

Question 14

Customer rationalization results from agreement between marketing and operations as to which customers add the greatest advantage and profits over time.

Accepted Answer

A) True 
 B)False

Question 15

What is the function of a focus group?

Accepted Answer

A focus group allows a supplier to gathe

Question 16

The view of the customer that asserts that he or she is a valued asset to be managed is referred to as ________.

Accepted Answer

A) customer response 
B) customer intelligence 
C) customer data management 
D) reactive customer-driven quality 
E) customer-relationship management 
A) customer response 
B) customer intelligence 
C) customer data management 
D) reactive customer-driven quality 
E) customer-relationship management

Question 17

A guarantee outlines the customer's rights.

Accepted Answer

A) True 
 B)False

Question 18

The ________ model shows that a firm's quality performance is increasing while customer's expectations are also increasing.

Accepted Answer

A) restructured customer-driven quality 
B) relative customer-driven quality 
C) redesigned customer-driven quality 
D) receptive customer-driven quality 
E) reactive customer-driven quality 
A) restructured customer-driven quality 
B) relative customer-driven quality 
C) redesigned customer-driven quality 
D) receptive customer-driven quality 
E) reactive customer-driven quality

Question 19

________ validity refers to the use of certain terms and whether terms really measure what it is we want to measure.

Accepted Answer

A) Criterion 
B) Conformance 
C) Content 
D) Control 
E) Construct 
A) Criterion 
B) Conformance 
C) Content 
D) Control 
E) Construct

Question 20

________ validity refers to whether the item really measures what we want to measure.

Accepted Answer

A) Construct 
B) Control 
C) Criterion 
D) Conformance 
E) Content 
A) Construct 
B) Control 
C) Criterion 
D) Conformance 
E) Content

Differentiate between construct validity and content validity.

Improving services such as customer service policies, sales processes, and after-sales services according to customer preferences is referred to as transactional analysis.

________ customers are the bill-paying receivers of a company's work.

Which of the following is a diagram tool for managers that depicts a flowchart of interactions between service providers and customers?

The ________ process involves the transformation of a negative situation into one in which the complainant is restored to the state existing prior to the occurrence of a problem.

Which of the following determinants include the physical evidence of the service?

________ customers are also known as end users.

Ordinal data are ranked so one measure is higher than the next.

The determinant of service quality pertaining to tangibles encompasses the physical evidence of the service.

________ results in the suppliers becoming de facto subsidiaries to their major customers.

Which of the following determinants of service quality involves politeness, respect, consideration, and friendliness of contact personnel?

The complaint-resolution process involves the transformation of a negative situation into one in which the complainant is restored to the state existing prior to the occurrence of a problem.

Explain the ten determinants of service quality contributed by Parasuraman, Zeithamel, and Berry.

Customer rationalization results from agreement between marketing and operations as to which customers add the greatest advantage and profits over time.

What is the function of a focus group?

The view of the customer that asserts that he or she is a valued asset to be managed is referred to as ________.

A guarantee outlines the customer's rights.

The ________ model shows that a firm's quality performance is increasing while customer's expectations are also increasing.

________ validity refers to the use of certain terms and whether terms really measure what it is we want to measure.

________ validity refers to whether the item really measures what we want to measure.

Differing Perspectives on Quality

Quality Theory

Global Supply Chain Quality and International Quality Standards

Strategic Quality Planning

The Voice of the Market

Quality and Innovation in Product and Process Design

Designing Quality Services

Managing Supplier Quality in the Supply Chain

The Tools of Quality

Statistically Based Quality Improvement for Variables

Statistically Based Quality Improvement for Attributes

Six Sigma Management and Lean Tools

Managing Quality Improvement Teams and Projects

Implementing and Validating the Quality System

Filters

Exam 5: The Voice of the Customer

Differentiate between construct validity and content validity.

Improving services such as customer service policies, sales processes, and after-sales services according to customer preferences is referred to as transactional analysis.

________ customers are the bill-paying receivers of a company's work.

Which of the following is a diagram tool for managers that depicts a flowchart of interactions between service providers and customers?

The ________ process involves the transformation of a negative situation into one in which the complainant is restored to the state existing prior to the occurrence of a problem.

Which of the following determinants include the physical evidence of the service?

________ customers are also known as end users.

Ordinal data are ranked so one measure is higher than the next.

The determinant of service quality pertaining to tangibles encompasses the physical evidence of the service.

________ results in the suppliers becoming de facto subsidiaries to their major customers.

Which of the following determinants of service quality involves politeness, respect, consideration, and friendliness of contact personnel?

The complaint-resolution process involves the transformation of a negative situation into one in which the complainant is restored to the state existing prior to the occurrence of a problem.

Explain the ten determinants of service quality contributed by Parasuraman, Zeithamel, and Berry.

Customer rationalization results from agreement between marketing and operations as to which customers add the greatest advantage and profits over time.

What is the function of a focus group?

The view of the customer that asserts that he or she is a valued asset to be managed is referred to as ________.

A guarantee outlines the customer's rights.

The ________ model shows that a firm's quality performance is increasing while customer's expectations are also increasing.

________ validity refers to the use of certain terms and whether terms really measure what it is we want to measure.

________ validity refers to whether the item really measures what we want to measure.

Differing Perspectives on Quality

Quality Theory

Global Supply Chain Quality and International Quality Standards

Strategic Quality Planning

The Voice of the Market

Quality and Innovation in Product and Process Design

Designing Quality Services

Managing Supplier Quality in the Supply Chain

The Tools of Quality

Statistically Based Quality Improvement for Variables

Statistically Based Quality Improvement for Attributes

Six Sigma Management and Lean Tools

Managing Quality Improvement Teams and Projects

Implementing and Validating the Quality System

Filters