Question 1

Employee empowerment is an ineffective way to reduce the delivery gap.

Accepted Answer

A) True 
 B)False

Question 2

The difference between a firm's service standards and the actual service it provides to customers is called the:

Accepted Answer

A) delivery gap. 
B) communication gap. 
C) knowledge gap. 
D) zone of tolerance. 
E) standards gap. 
A) delivery gap. 
B) communication gap. 
C) knowledge gap. 
D) zone of tolerance. 
E) standards gap.

Question 3

When a firm is trying to match customer expectations with actual service through research, it is attempting to reduce the:

Accepted Answer

A) knowledge gap. 
B) standards gap. 
C) delivery gap. 
D) communication gap. 
E) time gap. 
A) knowledge gap. 
B) standards gap. 
C) delivery gap. 
D) communication gap. 
E) time gap.

Question 4

Which of the following statements best describes the communication gap?

Accepted Answer

A) It refers to the difference between a firm's service standards and the actual service it provides to customers. 
B) It can be reduced effectively by empowering service providers. 
C) It can be reduced by managing customer expectations effectively. 
D) It reflects the difference between customers' expectations and a firm's perception of those customer expectations. 
E) It can be closed by getting employees to meet or exceed service standards. 
A) It refers to the difference between a firm's service standards and the actual service it provides to customers. 
B) It can be reduced effectively by empowering service providers. 
C) It can be reduced by managing customer expectations effectively. 
D) It reflects the difference between customers' expectations and a firm's perception of those customer expectations. 
E) It can be closed by getting employees to meet or exceed service standards.

Question 5

In a service failure situation, the representative must listen to the customer and offer him what seems to be a fair solution from the company's perspective.

Accepted Answer

A) True 
 B)False

Question 6

Kathy plans a weekend getaway to a natural lake resort known for its migratory birds.On arrival, she learns that the hotel is overbooked.Reception places Kathy in a lower-priced shared accommodation instead of the studio room that she had booked.Kathy decides not to book with the resort again.The service provider was unable to recover the service failure because:

Accepted Answer

A) it did not narrow Kathy's zone of tolerance. 
B) it was not permitted to compensate her. 
C) it did not provide adequate compensation to Kathy. 
D) it did not convince Kathy even after she received fair compensation. 
E) it did not respond immediately to her complaints. 
A) it did not narrow Kathy's zone of tolerance. 
B) it was not permitted to compensate her. 
C) it did not provide adequate compensation to Kathy. 
D) it did not convince Kathy even after she received fair compensation. 
E) it did not respond immediately to her complaints.

Question 7

An electronics retail chain allows its front-line employees to make adjustments in day-to-day activities based on the needs of its customers across its outlets in various locations.This approach will help the retail chain in reducing the:

Accepted Answer

A) knowledge gap. 
B) delivery gap. 
C) standards gap. 
D) communication gap. 
E) zone of tolerance. 
A) knowledge gap. 
B) delivery gap. 
C) standards gap. 
D) communication gap. 
E) zone of tolerance.

Question 8

Customers' perceptions of how well a service meets or exceeds their expectations is referred to as:

Accepted Answer

A) the service gap. 
B) the service recovery. 
C) the service quality. 
D) distributive fairness. 
E) procedural fairness. 
A) the service gap. 
B) the service recovery. 
C) the service quality. 
D) distributive fairness. 
E) procedural fairness.

Question 9

The communication gap pertains to the difference between a service promised and a service actually delivered.

Accepted Answer

A) True 
 B)False

Question 10

A fast-food outlet offers home delivery.When Chris calls to place an order, the restaurant informs him that the delivery of the order will be delayed because of a delivery staff shortage.Which of the following is most likely to be reduced by the fast-food outlet by using the strategy given in the scenario?

Accepted Answer

A) Knowledge gap 
B) Delivery gap 
C) Communication gap 
D) Zone of tolerance 
E) Standards gap 
A) Knowledge gap 
B) Delivery gap 
C) Communication gap 
D) Zone of tolerance 
E) Standards gap

Question 11

Firms can close the delivery gap by being more realistic about the services they can provide to customers.

Accepted Answer

A) True 
 B)False

Question 12

Jennifer compensated for the service failure by:

Accepted Answer

A) appearing anxious to rectify the situation. 
B) explaining the process the resort uses to resolve complaints. 
C) providing adequate compensation for the inconvenience. 
D) asking employees to quickly solve the problem at the spa. 
E) listening to the clients' complaint and promising that it would not be repeated again. 
A) appearing anxious to rectify the situation. 
B) explaining the process the resort uses to resolve complaints. 
C) providing adequate compensation for the inconvenience. 
D) asking employees to quickly solve the problem at the spa. 
E) listening to the clients' complaint and promising that it would not be repeated again.

Question 13

Which of the following strategies will help a firm in reducing the standards gap?

Accepted Answer

A) Promising only what it can deliver or a little less 
B) Using customer complaint behaviour effectively 
C) Collecting consumers' perceptions of service quality by using a questionnaire 
D) Setting specific service standards based on customers' expectations 
E) Replacing people with machines 
A) Promising only what it can deliver or a little less 
B) Using customer complaint behaviour effectively 
C) Collecting consumers' perceptions of service quality by using a questionnaire 
D) Setting specific service standards based on customers' expectations 
E) Replacing people with machines

Question 14

The standards gap differs from the delivery gap in that the delivery gap is the difference between:

Accepted Answer

A) actual services provided to customers and services that a firm's promotion program promises. 
B) a firm's perceptions of customers' expectations and the service standards it sets. 
C) customers' expectations and a firm's perception of those expectations. 
D) a firm's service standards and the actual service it provides to customers. 
E) a firm's service standards and the service that the firm's promotion program promises. 
A) actual services provided to customers and services that a firm's promotion program promises. 
B) a firm's perceptions of customers' expectations and the service standards it sets. 
C) customers' expectations and a firm's perception of those expectations. 
D) a firm's service standards and the actual service it provides to customers. 
E) a firm's service standards and the service that the firm's promotion program promises.

Question 15

The dimension of responsiveness used by customers to determine overall service quality refers to the:

Accepted Answer

A) knowledge of and courtesy used by employees and their ability to convey trust and confidence. 
B) willingness of service providers to help customers and provide prompt service. 
C) ability of service providers to perform a service dependably and accurately. 
D) caring, individualized attention provided to customers by service providers. 
E) appearance of physical facilities, equipment, personnel, and other aspects of services. 
A) knowledge of and courtesy used by employees and their ability to convey trust and confidence. 
B) willingness of service providers to help customers and provide prompt service. 
C) ability of service providers to perform a service dependably and accurately. 
D) caring, individualized attention provided to customers by service providers. 
E) appearance of physical facilities, equipment, personnel, and other aspects of services.

Question 16

The area between customers' expectations regarding their desired service and the minimum level of acceptable service is called the:

Accepted Answer

A) knowledge gap. 
B) zone of tolerance. 
C) communication gap. 
D) voice-of-customer program. 
E) standards gap. 
A) knowledge gap. 
B) zone of tolerance. 
C) communication gap. 
D) voice-of-customer program. 
E) standards gap.

Question 17

Which of the following service dimensions involves providing caring and individualized attention to customers?

Accepted Answer

A) Empathy 
B) Reliability 
C) Assurance 
D) Responsiveness 
E) Tangibility 
A) Empathy 
B) Reliability 
C) Assurance 
D) Responsiveness 
E) Tangibility

Question 18

Jimmy's car garage provides great service to its customers by providing tips and guidelines to manage automobiles.The strategy used by the garage to reduce the standards gap is:

Accepted Answer

A) analyzing service performance by using service dimensions. 
B) providing incentives to its service providers. 
C) replacing people with machines. 
D) achieving service goals through training. 
E) understanding customers' expectations through research. 
A) analyzing service performance by using service dimensions. 
B) providing incentives to its service providers. 
C) replacing people with machines. 
D) achieving service goals through training. 
E) understanding customers' expectations through research.

Question 19

Despite a firm's best efforts, sometimes service providers fail to meet customer expectations.In such a scenario, which of the following provides a unique opportunity to a firm to demonstrate its customer commitment?

Accepted Answer

A) Focusing on the service quality dimension of tangibles 
B) Providing service recovery 
C) Broadening the communication gap 
D) Narrowing the zone of tolerance 
E) Widening the service gap 
A) Focusing on the service quality dimension of tangibles 
B) Providing service recovery 
C) Broadening the communication gap 
D) Narrowing the zone of tolerance 
E) Widening the service gap

Question 20

Joanne bought a gift for her friend's birthday from an online website.The service provider failed to deliver the gift on the day it had promised.To compensate, the service provider provided coupons to Joanne a week later, which she could use to make more purchases online from them.The service recovery strategy that the service provider used in this instance was:

Accepted Answer

A) widening the standards gap. 
B) resolving the problem immediately. 
C) achieving goals through training. 
D) finding a fair solution. 
E) narrowing the zone of tolerance. 
A) widening the standards gap. 
B) resolving the problem immediately. 
C) achieving goals through training. 
D) finding a fair solution. 
E) narrowing the zone of tolerance.

Employee empowerment is an ineffective way to reduce the delivery gap.

The difference between a firm's service standards and the actual service it provides to customers is called the:

When a firm is trying to match customer expectations with actual service through research, it is attempting to reduce the:

Which of the following statements best describes the communication gap?

In a service failure situation, the representative must listen to the customer and offer him what seems to be a fair solution from the company's perspective.

An electronics retail chain allows its front-line employees to make adjustments in day-to-day activities based on the needs of its customers across its outlets in various locations.This approach will help the retail chain in reducing the:

Customers' perceptions of how well a service meets or exceeds their expectations is referred to as:

The communication gap pertains to the difference between a service promised and a service actually delivered.

Firms can close the delivery gap by being more realistic about the services they can provide to customers.

Jennifer compensated for the service failure by:

Which of the following strategies will help a firm in reducing the standards gap?

The standards gap differs from the delivery gap in that the delivery gap is the difference between:

The dimension of responsiveness used by customers to determine overall service quality refers to the:

The area between customers' expectations regarding their desired service and the minimum level of acceptable service is called the:

Which of the following service dimensions involves providing caring and individualized attention to customers?

Jimmy's car garage provides great service to its customers by providing tips and guidelines to manage automobiles.The strategy used by the garage to reduce the standards gap is:

Despite a firm's best efforts, sometimes service providers fail to meet customer expectations.In such a scenario, which of the following provides a unique opportunity to a firm to demonstrate its customer commitment?

Overview of Marketing

Developing Marketing Strategies and a Marketing Plan

Analyzing the Marketing Environment

Consumer Behaviour

Business-To-Business Marketing

Segmentation, Targeting, and Positioning

Marketing Research

Developing New Products

Product, Branding, and Packaging Decisions

Pricing Concepts and Strategies: Establishing Value

Distribution Channels

Retailing and Omni-Channel Marketing

Integrated Marketing Communications

Advertising, Sales Promotions, and Personal Selling

Social and Mobile Marketing

Global Marketing

Ethics and Socially Responsible Marketing

Filters

Exam 10: Services: The Intangible Product

Employee empowerment is an ineffective way to reduce the delivery gap.

The difference between a firm's service standards and the actual service it provides to customers is called the:

When a firm is trying to match customer expectations with actual service through research, it is attempting to reduce the:

Which of the following statements best describes the communication gap?

In a service failure situation, the representative must listen to the customer and offer him what seems to be a fair solution from the company's perspective.

An electronics retail chain allows its front-line employees to make adjustments in day-to-day activities based on the needs of its customers across its outlets in various locations.This approach will help the retail chain in reducing the:

Customers' perceptions of how well a service meets or exceeds their expectations is referred to as:

The communication gap pertains to the difference between a service promised and a service actually delivered.

Firms can close the delivery gap by being more realistic about the services they can provide to customers.

Jennifer compensated for the service failure by:

Which of the following strategies will help a firm in reducing the standards gap?

The standards gap differs from the delivery gap in that the delivery gap is the difference between:

The dimension of responsiveness used by customers to determine overall service quality refers to the:

The area between customers' expectations regarding their desired service and the minimum level of acceptable service is called the:

Which of the following service dimensions involves providing caring and individualized attention to customers?

Jimmy's car garage provides great service to its customers by providing tips and guidelines to manage automobiles.The strategy used by the garage to reduce the standards gap is:

Despite a firm's best efforts, sometimes service providers fail to meet customer expectations.In such a scenario, which of the following provides a unique opportunity to a firm to demonstrate its customer commitment?

Overview of Marketing

Developing Marketing Strategies and a Marketing Plan

Analyzing the Marketing Environment

Consumer Behaviour

Business-To-Business Marketing

Segmentation, Targeting, and Positioning

Marketing Research

Developing New Products

Product, Branding, and Packaging Decisions

Pricing Concepts and Strategies: Establishing Value

Distribution Channels

Retailing and Omni-Channel Marketing

Integrated Marketing Communications

Advertising, Sales Promotions, and Personal Selling

Social and Mobile Marketing

Global Marketing

Ethics and Socially Responsible Marketing

Filters