Exam 10: Services: The Intangible Product

A high-end restaurant tries to create a niche for itself in the urban market by providing its customers exotic food, themed interiors, and a cozy atmosphere.Which of the following characteristics has been emphasized by the high-end restaurant?

A local utilities company has set up an online mechanism to pay bills that provides information to customers online so that the customers do not have to drive down to the local office.This service has improved customer satisfaction immensely and encouraged timely payment and resolution of issues.This strategy helps to reduce the company's:

Service providers at a hair salon notice that most customers prefer reading fashion magazines.The salon then decides to subscribe to more fashion magazines and cancel its subscription to other non-fashion magazines.This approach shows that the salon is trying to reduce the:

Skyline Aviation is unable to gain the trust of its customers because its ground operations staff is inefficient and discourteous when handling customer queries during service failures.The customers of this airlines are likely to rate it below the zone of tolerance in which dimension?

To deliver consistently high-quality service, firms should allow service quality goals to be general to accommodate various needs of consumers.

Which of the following strategies employed by the resort allowed Jennifer to compensate for the delivery gap?

Which of the following is NOT true about service gap?

Kingfish Systems is a supplier of electronic and computer hardware equipment.The firm is receiving a lot of orders but does not have sufficient staff to track the orders and deliver the goods on time.How can the firm close this delivery gap?

The delivery gap differs from the communication gap in that the communication gap refers to the difference between:

Most customers allotted a high importance score for the reliability dimension.This shows that most of the customers give importance to:

No chef will be able to reproduce the same taste with the same dish every time regardless of using the same recipe and technique.Which of the following characteristics of services is being exemplified in the given scenario?

A well-known airline company trains its employees to efficiently handle customer queries and provide services according to the guidelines set by the firm.The company focuses on consistency amidst all employees.The training strategy employed by the firm will primarily help in the reduction of the:

All the followings are unique characteristics of a service EXCEPT:

Firms can close the communication gap by:

Kathryn gets a haircut done only by Jane as Jane has been able to meet Kathryn's expectations every time she has given her a haircut.The dimension of service that influences Kathryn's decision is:

By being more realistic about the services they can provide and by managing customer expectations effectively, firms can reduce the:

A daycare at a technology park in Saskatoon enables parents to watch their kids via a CCTV camera by streaming the video via a secure link.This technology helps parents make sure that their kids are comfortable at the daycare.What does this resource add to the daycare's services?

How do firms define customers' zone of tolerance? Provide one example to support your answer.

A state-of-the-art gym provides a separate recreation area where customers can play chess, scrabble, and table tennis.Not many customers use this facility.Which of the following reflects the lack of perception of customer expectation on the part of the gym?

Which of the following service dimensions refers to a service provider's ability to perform a service dependably and accurately?