Exam 5: The Voice of the Customer

Which of the following determinants of service quality involves consistency of performance and dependability?

In ________, suppliers integrate information systems and quality systems that allow close integration at all levels.

Competence means possession of the required skills and knowledge to perform the service.

Credibility involves consistency of performance and dependability.

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

Construct validity indicates that your measuring instrument has the ability to predict or agree with constructs external to that which you are measuring.

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

The first component of a complaint-resolution process is ________.

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

The process associated with resolving complaints is called the complaint-response process.

Annuity relationship results in the customer providing a short-term income stream to the provider.

A(n) ________ group allows a supplier to gather feedback from a group of consumers at one time.

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

The acronym RCDQ stands for ________.

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

The reactive customer-driven quality shows that a firm's quality performance is increasing while customers' expectations also are increasing.

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

Customer-initiated contact, such as submitting an inquiry via a company's Web site, is considered passively solicited customer feedback.

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

Differentiate between construct validity and content validity.