Question 1

The ____________ is the difference between what service providers believe customers expect and customers' actual needs and expectations

Accepted Answer

A) interpretation gap 
B) standard gap 
C) knowledge gap 
D) service quality gap 
E) internal communications gap 
A) interpretation gap 
B) standard gap 
C) knowledge gap 
D) service quality gap 
E) internal communications gap

Question 2

FedEx was one of the first companies to understand the need for a firm-wide index of service quality that embraced all the key activities that had an impact on customers.

Accepted Answer

A) True 
 B)False

Question 3

Explain the Service Quality-Productivity-Profit Triangle.

Accepted Answer

According to this model, everything else

Question 4

____________ is the authentication or identification of individuals based on physical characteristics or traits.

Accepted Answer

A) Service amping 
B) Decryption 
C) Biometrics 
D) Encryption 
E) Electronic access 
A) Service amping 
B) Decryption 
C) Biometrics 
D) Encryption 
E) Electronic access

Question 5

FedEx's Service Quality Indicator is a 10-item measure of satisfaction and service quality from the customers' viewpoint.

Accepted Answer

A) True 
 B)False

The ____________ is the difference between what service providers believe customers expect and customers' actual needs and expectations

FedEx was one of the first companies to understand the need for a firm-wide index of service quality that embraced all the key activities that had an impact on customers.

Explain the Service Quality-Productivity-Profit Triangle.

____________ is the authentication or identification of individuals based on physical characteristics or traits.

FedEx's Service Quality Indicator is a 10-item measure of satisfaction and service quality from the customers' viewpoint.

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

The ____________ is the difference between what service providers believe customers expect and customers' actual needs and expectations

FedEx was one of the first companies to understand the need for a firm-wide index of service quality that embraced all the key activities that had an impact on customers.

Explain the Service Quality-Productivity-Profit Triangle.

____________ is the authentication or identification of individuals based on physical characteristics or traits.

FedEx's Service Quality Indicator is a 10-item measure of satisfaction and service quality from the customers' viewpoint.

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