Question 1

Efficiency is a measure of the degree to which an organization meets its goals and desired outcomes.

Accepted Answer

A) True 
 B)False

Question 2

What is the collection of customer feedback tools that a firm can use?

Accepted Answer

Total market survey, annual su

Question 3

Higher productivity should lead to higher profitability through reduced customer turnover.

Accepted Answer

A) True 
 B)False

Question 4

Describe one of the primary components of the prescription for the policy gap.

Accepted Answer

Establish the right service processes an

Question 5

The Return on Quality perspective from Holiday Inn suggests that the focus of preventative maintenance should be on the hotel exterior, the guest rooms, and guest bathrooms.

Accepted Answer

A) True 
 B)False

Question 6

Discuss the advantages of using a customer's physical characteristics to increase productivity in the delivery of service quality.

Accepted Answer

Biometrics refers to the practice of usi

Question 7

Service quality is a high standard of performance that consistently meets ____________.

Accepted Answer

A) profit goals 
B) productivity goals 
C) customer expectations 
D) All of the above 
A) profit goals 
B) productivity goals 
C) customer expectations 
D) All of the above

Question 8

Self-service pumps with credit card readers increase gas station productivity, but lead to higher costs because of additional fees.

Accepted Answer

A) True 
 B)False

Question 9

List the four ways to improve service productivity.

Accepted Answer

Careful control of costs at every step o

Question 10

The Return on Quality approach are based on all of the following assumptions EXCEPT

Accepted Answer

A) not all quality expenditures are equally justified. 
B) it is possible to spend too much on quality. 
C) quality is imperative so we need to put our resources behind it. 
D) quality efforts must make sense financially. 
E) quality is an investment. 
A) not all quality expenditures are equally justified. 
B) it is possible to spend too much on quality. 
C) quality is imperative so we need to put our resources behind it. 
D) quality efforts must make sense financially. 
E) quality is an investment.

Question 11

What is ISO 9000?

Accepted Answer

ISO 9000 is a certification th

Question 12

Hard measures are used to measure service quality by talking to the customers.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is the best example of the source of a delayed flight caused by procedures?

Accepted Answer

A) Cutoff too close to departure time 
B) Late cabin crews 
C) Late cabin cleaners 
D) Weather 
E) Oversize baggage 
A) Cutoff too close to departure time 
B) Late cabin crews 
C) Late cabin cleaners 
D) Weather 
E) Oversize baggage

Question 14

Discuss what could be involved in the prescription for "The Delivery Gap."

Accepted Answer

The delivery gap can be rectified by ens

Question 15

Which of the following is one of Holiday Inn's hotel areas that show a particularly strong impact on revenue per available room?

Accepted Answer

A) Dining facilities 
B) The lobby 
C) The exterior 
D) Public restrooms 
E) Kitchen facilities 
A) Dining facilities 
B) The lobby 
C) The exterior 
D) Public restrooms 
E) Kitchen facilities

Question 16

Which factors in service redesign can lead to productivity-customer satisfaction alignment?

Accepted Answer

A) Leaner design 
B) Faster design 
C) Convenient design 
D) All of the above 
A) Leaner design 
B) Faster design 
C) Convenient design 
D) All of the above

Question 17

Objectives of a customer feedback system does NOT include ____________.

Accepted Answer

A) Conducting total market survey 
B) Creating a customer-oriented service culture 
C) Customer-driven learning improvements 
D) Benchmarking of service quality and performance 
A) Conducting total market survey 
B) Creating a customer-oriented service culture 
C) Customer-driven learning improvements 
D) Benchmarking of service quality and performance

Question 18

Which of the following is the best example of the source of a delayed flight caused by front-stage personnel?

Accepted Answer

A) Air traffic 
B) Late food service 
C) Late fuel 
D) Gate agents cannot process passengers quickly enough 
E) Poor announcement of departures 
A) Air traffic 
B) Late food service 
C) Late fuel 
D) Gate agents cannot process passengers quickly enough 
E) Poor announcement of departures

Question 19

FedEx approaches quality management from which of the following perspectives?

Accepted Answer

A) Percent of packages on time 
B) Percent of flights arriving safely 
C) Baseline of zero failures 
D) Low turnover 
E) High Turnover 
A) Percent of packages on time 
B) Percent of flights arriving safely 
C) Baseline of zero failures 
D) Low turnover 
E) High Turnover

Question 20

Describe what is involved when an auditor conducts a quality analysis at Holiday Inn hotels.

Accepted Answer

The franchisor's quality assurance repor

Efficiency is a measure of the degree to which an organization meets its goals and desired outcomes.

What is the collection of customer feedback tools that a firm can use?

Higher productivity should lead to higher profitability through reduced customer turnover.

Describe one of the primary components of the prescription for the policy gap.

The Return on Quality perspective from Holiday Inn suggests that the focus of preventative maintenance should be on the hotel exterior, the guest rooms, and guest bathrooms.

Discuss the advantages of using a customer's physical characteristics to increase productivity in the delivery of service quality.

Service quality is a high standard of performance that consistently meets ____________.

Self-service pumps with credit card readers increase gas station productivity, but lead to higher costs because of additional fees.

List the four ways to improve service productivity.

The Return on Quality approach are based on all of the following assumptions EXCEPT

What is ISO 9000?

Hard measures are used to measure service quality by talking to the customers.

Which of the following is the best example of the source of a delayed flight caused by procedures?

Discuss what could be involved in the prescription for "The Delivery Gap."

Which of the following is one of Holiday Inn's hotel areas that show a particularly strong impact on revenue per available room?

Which factors in service redesign can lead to productivity-customer satisfaction alignment?

Objectives of a customer feedback system does NOT include ____________.

Which of the following is the best example of the source of a delayed flight caused by front-stage personnel?

FedEx approaches quality management from which of the following perspectives?

Describe what is involved when an auditor conducts a quality analysis at Holiday Inn hotels.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Building a World-Class Service Organization

Filters

Exam 14: Improving Service Quality and Productivity

Efficiency is a measure of the degree to which an organization meets its goals and desired outcomes.

What is the collection of customer feedback tools that a firm can use?

Higher productivity should lead to higher profitability through reduced customer turnover.

Describe one of the primary components of the prescription for the policy gap.

The Return on Quality perspective from Holiday Inn suggests that the focus of preventative maintenance should be on the hotel exterior, the guest rooms, and guest bathrooms.

Discuss the advantages of using a customer's physical characteristics to increase productivity in the delivery of service quality.

Service quality is a high standard of performance that consistently meets ____________.

Self-service pumps with credit card readers increase gas station productivity, but lead to higher costs because of additional fees.

List the four ways to improve service productivity.

The Return on Quality approach are based on all of the following assumptions EXCEPT

What is ISO 9000?

Hard measures are used to measure service quality by talking to the customers.

Which of the following is the best example of the source of a delayed flight caused by procedures?

Discuss what could be involved in the prescription for "The Delivery Gap."

Which of the following is one of Holiday Inn's hotel areas that show a particularly strong impact on revenue per available room?

Which factors in service redesign can lead to productivity-customer satisfaction alignment?

Objectives of a customer feedback system does NOT include ____________.

Which of the following is the best example of the source of a delayed flight caused by front-stage personnel?

FedEx approaches quality management from which of the following perspectives?

Describe what is involved when an auditor conducts a quality analysis at Holiday Inn hotels.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Building a World-Class Service Organization

Filters