Question 1

Which of the following is NOT a factor influencing the delivery gap?

Accepted Answer

A)  willingness to perform 
B)  employee-job fit 
C)  role ambiguity 
D)  overpromising 
E)  inadequate support 
A)  willingness to perform 
B)  employee-job fit 
C)  role ambiguity 
D)  overpromising 
E)  inadequate support D

Question 2

Which of the following statements is correct?

Accepted Answer

A)  customer satisfaction leads to perceived service quality 
B)  service quality leads to customer satisfaction 
C)  service quality leads to increased purchasing behavior 
D)  customer satisfaction leads to increased purchasing behavior 
E)  the relationship between service quality and customer satisfaction and howthese two concepts relate to purchasing behavior remains largely unexplained 
A)  customer satisfaction leads to perceived service quality 
B)  service quality leads to customer satisfaction 
C)  service quality leads to increased purchasing behavior 
D)  customer satisfaction leads to increased purchasing behavior 
E)  the relationship between service quality and customer satisfaction and howthese two concepts relate to purchasing behavior remains largely unexplained E

Question 3

Which of the following is a major criticism of the SERVQUAL scale?

Accepted Answer

A)  short questionnaire 
B)  validity of the five service quality dimensions 
C)  does not predict consumer purchase intention 
D)  contact personnel 
E)  none of the above 
A)  short questionnaire 
B)  validity of the five service quality dimensions 
C)  does not predict consumer purchase intention 
D)  contact personnel 
E)  none of the above B

Question 4

The difference between management perceptions of customer expectations andand standards specifying service to be delivered is called the:

Accepted Answer

A)  knowledge gap 
B)  standards gap 
C)  delivery gap 
D)  communications gap 
E)  service gap 
A)  knowledge gap 
B)  standards gap 
C)  delivery gap 
D)  communications gap 
E)  service gap

Question 5

The SERVQUAL dimension that measures consumer views that reflect thesecurity of the firm's operations is the ________ dimension.

Accepted Answer

A)  tangibles 
B)  employee satisfaction 
C)  responsiveness 
D)  assurance 
E)  reliability 
A)  tangibles 
B)  employee satisfaction 
C)  responsiveness 
D)  assurance 
E)  reliability

Question 6

The __________ occurs between the actual performance of a service and thestandards set by management.

Accepted Answer

A)  knowledge gap 
B)  standards gap 
C)  delivery gap 
D)  communications gap 
E)  service gap 
A)  knowledge gap 
B)  standards gap 
C)  delivery gap 
D)  communications gap 
E)  service gap

Question 7

Which of the following statements pertaining to the SERVQUAL scale is incorrect?

Accepted Answer

A)  The SERVQUAL dimensions were obtained through extensive focus groupinterviews 
B)  SERVQUAL is a 44-item scale 
C)  SERVQUAL consists of five service quality dimensions 
D)  SERVQUAL compares perceptions to what a customer should expect from afirm the delivers high-quality services. 
E)  The smaller the gap score for each of the service quality dimensions, the lowerthe level of service quality provided. 
A)  The SERVQUAL dimensions were obtained through extensive focus groupinterviews 
B)  SERVQUAL is a 44-item scale 
C)  SERVQUAL consists of five service quality dimensions 
D)  SERVQUAL compares perceptions to what a customer should expect from afirm the delivers high-quality services. 
E)  The smaller the gap score for each of the service quality dimensions, the lowerthe level of service quality provided.

Which of the following is NOT a factor influencing the delivery gap?

Which of the following statements is correct?

Which of the following is a major criticism of the SERVQUAL scale?

The difference between management perceptions of customer expectations andand standards specifying service to be delivered is called the:

The SERVQUAL dimension that measures consumer views that reflect thesecurity of the firm's operations is the ________ dimension.

The __________ occurs between the actual performance of a service and thestandards set by management.

Which of the following statements pertaining to the SERVQUAL scale is incorrect?

People As Strategy: Managing Service Personnel

Managing the Servicescape and Other Physical Evidence

Effective Service Promotion

Considerations for Services Pricing

Focus on Service Processes

Consumer Decision Making in Services Marketing

Unique Discrepancies Between Goods and Services

Traditional Service Supersectors and Ethical Considerations

Pulling the Pieces Together: Creating a World Class Service Culture

Strategies for Facilitating Customer Loyalty Retention

Managing Service Failures and Implementing Effective Recovery Strategies

The Essentials of Customer Satisfaction Measurement

People As Strategy: Managing Service Customers

Understanding the Sevice Experience

Filters

Exam 12: Service Quality: Identifying and Rectifying the Gaps

Which of the following is NOT a factor influencing the delivery gap?

Which of the following statements is correct?

Which of the following is a major criticism of the SERVQUAL scale?

The difference between management perceptions of customer expectations andand standards specifying service to be delivered is called the:

The SERVQUAL dimension that measures consumer views that reflect thesecurity of the firm's operations is the ________ dimension.

The __________ occurs between the actual performance of a service and thestandards set by management.

Which of the following statements pertaining to the SERVQUAL scale is incorrect?

People As Strategy: Managing Service Personnel

Managing the Servicescape and Other Physical Evidence

Effective Service Promotion

Considerations for Services Pricing

Focus on Service Processes

Consumer Decision Making in Services Marketing

Unique Discrepancies Between Goods and Services

Traditional Service Supersectors and Ethical Considerations

Pulling the Pieces Together: Creating a World Class Service Culture

Strategies for Facilitating Customer Loyalty Retention

Managing Service Failures and Implementing Effective Recovery Strategies

The Essentials of Customer Satisfaction Measurement

People As Strategy: Managing Service Customers

Understanding the Sevice Experience

Filters