Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

________ 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 3

Single-sourcing arrangements are developing into strategic alliances where suppliers become de facto subsidiaries to their major customers.

Accepted Answer

A) True 
 B)False

Question 4

________ management involves managing the mountain of information generated by Web site usage in a way to improve marketing to key customers.

Accepted Answer

A)  Knowledge 
B)  Order 
C)  Sales 
D)  Campaign 
E)  Channel 
A)  Knowledge 
B)  Order 
C)  Sales 
D)  Campaign 
E)  Channel

Question 5

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

Accepted Answer

In addition to the gaps model, Parasuram

Question 6

A focus group allows a supplier to gather feedback from a group of consumers at one time.

Accepted Answer

A) True 
 B)False

Question 7

When analyzing the results of a survey, open-ended questions are analyzed with Pareto analysis using bar charts of the various categories of responses.

Accepted Answer

A) True 
 B)False

Question 8

The acronym CRM stands for ________.

Accepted Answer

A)  Customer Reaction Management 
B)  Customer Resource Management 
C)  Customer Response Management 
D)  Customer Risk Management 
E)  Customer Relationship Management 
A)  Customer Reaction Management 
B)  Customer Resource Management 
C)  Customer Response Management 
D)  Customer Risk Management 
E)  Customer Relationship Management

Question 9

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 10

Which of the following is not a component of an effective guarantee?

Accepted Answer

A)  conditional 
B)  meaningful 
C)  understandable 
D)  communicable 
E)  painless to invoke 
A)  conditional 
B)  meaningful 
C)  understandable 
D)  communicable 
E)  painless to invoke

Question 11

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 12

RCDQ is the acronym for reactive customer-driven quality.

Accepted Answer

A) True 
 B)False

Question 13

________ data is used to compare employee and customer perceptions of quality.

Accepted Answer

A)  Hard 
B)  Soft 
C)  Active 
D)  Passive 
E)  Rational 
A)  Hard 
B)  Soft 
C)  Active 
D)  Passive 
E)  Rational

Question 14

Differentiate between soft data and hard data.

Accepted Answer

Phone contacts, focus groups, and survey

Question 15

Which of the following determinants of service quality involves trustworthiness, believability, honesty, and having the customer's best interests at heart?

Accepted Answer

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

Question 16

The ________ customers are the ultimate people the company is trying to satisfy with its work.

Accepted Answer

A)  capital 
B)  internal 
C)  primary 
D)  external 
E)  secondary 
A)  capital 
B)  internal 
C)  primary 
D)  external 
E)  secondary

Question 17

Which of the following determinants of service quality involves approachability and ease of contact?

Accepted Answer

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

Question 18

Active data collections tend to result in lower ratings of quality than passive data collections.

Accepted Answer

A) True 
 B)False

Question 19

Knowledge management involves managing the mountain of information generated by Web site usage in a way to improve marketing to key customers.

Accepted Answer

A) True 
 B)False

Question 20

What is gap analysis?

Accepted Answer

Typically, the gap refers to the differe

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

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

Single-sourcing arrangements are developing into strategic alliances where suppliers become de facto subsidiaries to their major customers.

________ management involves managing the mountain of information generated by Web site usage in a way to improve marketing to key customers.

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

A focus group allows a supplier to gather feedback from a group of consumers at one time.

When analyzing the results of a survey, open-ended questions are analyzed with Pareto analysis using bar charts of the various categories of responses.

The acronym CRM stands for ________.

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

Which of the following is not a component of an effective guarantee?

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

RCDQ is the acronym for reactive customer-driven quality.

________ data is used to compare employee and customer perceptions of quality.

Differentiate between soft data and hard data.

Which of the following determinants of service quality involves trustworthiness, believability, honesty, and having the customer's best interests at heart?

The ________ customers are the ultimate people the company is trying to satisfy with its work.

Which of the following determinants of service quality involves approachability and ease of contact?

Active data collections tend to result in lower ratings of quality than passive data collections.

Knowledge management involves managing the mountain of information generated by Web site usage in a way to improve marketing to key customers.

What is gap analysis?

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

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

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

Single-sourcing arrangements are developing into strategic alliances where suppliers become de facto subsidiaries to their major customers.

________ management involves managing the mountain of information generated by Web site usage in a way to improve marketing to key customers.

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

A focus group allows a supplier to gather feedback from a group of consumers at one time.

When analyzing the results of a survey, open-ended questions are analyzed with Pareto analysis using bar charts of the various categories of responses.

The acronym CRM stands for ________.

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

Which of the following is not a component of an effective guarantee?

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

RCDQ is the acronym for reactive customer-driven quality.

________ data is used to compare employee and customer perceptions of quality.

Differentiate between soft data and hard data.

Which of the following determinants of service quality involves trustworthiness, believability, honesty, and having the customer's best interests at heart?

The ________ customers are the ultimate people the company is trying to satisfy with its work.

Which of the following determinants of service quality involves approachability and ease of contact?

Active data collections tend to result in lower ratings of quality than passive data collections.

Knowledge management involves managing the mountain of information generated by Web site usage in a way to improve marketing to key customers.

What is gap analysis?

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