Exam 10: Services: The Intangible Product

Discuss a service failure that you experienced personally.Based on what you learned in this chapter, evaluate service provider attempts of service recovery.What was your level of satisfaction at the end of the recovery process?

An important way to control the communication gap for firms is by promising only what they can deliver.

Martin works at the customer support division of an electronics company.He gets disheartened whenever he is abused by a customer who is unhappy with his service or response.Martin's manager understands his situation and supports him in his attempt to satisfy such customers.Which of the following methods is the manager using to help in reducing the delivery gap?

Tom, who works as a flight attendant, puts in long hours serving customers.The management, noticing his efforts, recommends him for the Star of the Year award.This reward strategy will help in reducing which gap?

A new hotel in the city styles its rooms in a contemporary manner and provides modern amenities such as wireless Internet and a 3-D gaming arena that caters to the younger population.Which of the following service dimensions do these facilities represent?

Firms engaged primarily in selling products view service as a method to maintain a sustainable competitive advantage.

A customer's perception of the benefits he or she received compared with the costs that resulted from a service failure is called:

Firms can close the knowledge gap by:

Which of the following is a straightforward and inexpensive method of collecting consumers' perceptions of service quality?

The most fundamental difference between a product and a service is that a service is:

In the context of service quality, the dimension of reliability refers to the:

The term "inseparable" refers to a characteristic of service, which states that:

What is the knowledge gap? How can it be reduced? Provide one example.

Write a brief note describing the Gaps model.

Christine is the head of operations in an electronics retail chain.Explain any two methods that Christine could use to close delivery gaps that could result in a service failure.

What are customers'' expectation based on?

The Clare Group of hotels is known for its impeccable service.How can the company ensure that there is no variability in the quality of service across its hotels in different locations?

The residents of Safe Life, a retirement home in Canada, are provided with good care, and the volunteers who help them provide complete attention to their needs.The residents are happy with the service being offered to them.The dimension of service on which the retirement home will score high is:

Fresh Florists caters to different customers' needs based on the occasion and allows its employees to manage customers independently.The employees can make suggestions to customers regarding decorations and can also make decisions that are in the best interest of the customers and the company.The approach used by Fresh Florists shows that it is trying to close the delivery gap by:

The standards gap differs from the communication gap in that the standards gap pertains to the difference between: