Exam 11: Defining and Measuring Customer Satisfaction

Define and explain the relevance of the term predicted service,desired service,and adequate service as they pertain to customer satisfaction and service quality.

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Question 1

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Predicted service is the level of service quality a customer believes is likely to occur.Desired service is the level of service quality a customer actually wants from a service encounter.Adequate service is the level of service quality a customer is willing to accept.Customer satisfaction is calculated by comparing predicted service and perceived service.Perceived service adequacy,which compares adequate service and perceived service,and perceived service superiority,which compares desired service and perceived service,are measures of service quality.

When forming customer expectations,the firm's physical facility acts as a(n):

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Question 2

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Which of the following is NOT a criticism of customer satisfaction research?

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Question 3

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Personal factors that are stable over time and that increase a customer's sensitivity to how a service should be best provided are referred to as:

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Question 4

The number of competing alternative service providers available has the biggest influence on:

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Question 5

____ is the level of service the customer actually wants to receive.

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Question 6

Discuss the benefits of customer satisfaction surveys.

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Question 7

The zone of tolerance is defined as the difference between:

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Question 8

Discuss why qualitative and quantitative data are needed to effectively improve customer satisfaction ratings.

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Question 9

What are the drawbacks of listening to customers and assessing customer satisfaction?

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Question 10

Which of the following is NOT a factor that influences predicted service?

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Question 11

Which of the following tactics would yield higher customer satisfaction scores?

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Question 12

Which of the following are service quality measures?

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Question 13

One of the major factors driving desired service expectations is:

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Question 14

According to one group of consultants,on average,____ of customers who defect to competitors say they were "satisfied" or "very satisfied" with their former providers.

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Question 15

Positive disconfirmation of consumer expectations occurs when:

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Question 16

The most popular definition of customer satisfaction/dissatisfaction is based on:

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Question 17

Inflated satisfaction ratings received from a limited group of respondees is the result of _____ bias.

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Question 18

What factors should be considered before a firm allocates resources towards improving its customer satisfaction ratings?

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Question 19

All of the following are benefits of customer satisfaction except:

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Question 20

Showing 1 - 20 of 41

Define and explain the relevance of the term predicted service,desired service,and adequate service as they pertain to customer satisfaction and service quality.

When forming customer expectations,the firm's physical facility acts as a(n):

Which of the following is NOT a criticism of customer satisfaction research?

Personal factors that are stable over time and that increase a customer's sensitivity to how a service should be best provided are referred to as:

The number of competing alternative service providers available has the biggest influence on:

____ is the level of service the customer actually wants to receive.

Discuss the benefits of customer satisfaction surveys.

The zone of tolerance is defined as the difference between:

Discuss why qualitative and quantitative data are needed to effectively improve customer satisfaction ratings.

What are the drawbacks of listening to customers and assessing customer satisfaction?

Which of the following is NOT a factor that influences predicted service?

Which of the following tactics would yield higher customer satisfaction scores?

Which of the following are service quality measures?

One of the major factors driving desired service expectations is:

According to one group of consultants,on average,____ of customers who defect to competitors say they were "satisfied" or "very satisfied" with their former providers.

Positive disconfirmation of consumer expectations occurs when:

The most popular definition of customer satisfaction/dissatisfaction is based on:

Inflated satisfaction ratings received from a limited group of respondees is the result of _____ bias.

What factors should be considered before a firm allocates resources towards improving its customer satisfaction ratings?

All of the following are benefits of customer satisfaction except:

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

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