Question 1

SERVQUAL is __________.

Accepted Answer

A) An instrument to measure employees in a service environment 
B) A questionnaire that can be used to track packages as they cross the United States and the world 
C) A questionnaire that compares the importance and performance of a firm in service quality 
D) An instrument to measure the deviations of quality from the norm on a scale from 1 to 10 
E) None of these 
A) An instrument to measure employees in a service environment 
B) A questionnaire that can be used to track packages as they cross the United States and the world 
C) A questionnaire that compares the importance and performance of a firm in service quality 
D) An instrument to measure the deviations of quality from the norm on a scale from 1 to 10 
E) None of these C

Question 2

The shift in focus from services to goods is a shift from the means and the producer perspective to the utilization and the customer perspective.

Accepted Answer

A) True 
 B)False  False

Question 3

The service sector accounts for ____________ of the gross domestic product of the United States.

Accepted Answer

A) 25 percent 
B) 50 percent 
C) 75 percent 
D) 100 percent 
E) None of these 
A) 25 percent 
B) 50 percent 
C) 75 percent 
D) 100 percent 
E) None of these C

Question 4

Caesars has found that customers who are in the zone of indifference make the best potential targets for their promotions.They respond and change from being indifferent to becoming advocates.

Accepted Answer

A) True 
 B)False

Question 5

An ethical debate exists that doctors should send their patients to China for treatment because the cost is lower than in the United States.

Accepted Answer

A) True 
 B)False

Question 6

Reliability when referring to service quality means that _________.

Accepted Answer

A) The service is performed right the first time and every time 
B) The service is variable and has different outcomes due to employee variation 
C) Each time a service is performed the customer is asked about his or her perception of the service quality 
D) The automobile service department should show you the broken parts when they fix your car 
E) None of these 
A) The service is performed right the first time and every time 
B) The service is variable and has different outcomes due to employee variation 
C) Each time a service is performed the customer is asked about his or her perception of the service quality 
D) The automobile service department should show you the broken parts when they fix your car 
E) None of these

Question 7

Intangibility means _________.

Accepted Answer

A) A service cannot be seen, heard, tasted, or felt by a customer 
B) You can carry a service out with you from the retailer 
C) You cannot see the product or feel it 
D) You can sense the service through the seven senses of the body 
E) None of these 
A) A service cannot be seen, heard, tasted, or felt by a customer 
B) You can carry a service out with you from the retailer 
C) You cannot see the product or feel it 
D) You can sense the service through the seven senses of the body 
E) None of these

Question 8

Most services are not _________.

Accepted Answer

A) High in credence qualities 
B) High in experience qualities 
C) Difficult to evaluate 
D) High in search qualities 
E) None of these 
A) High in credence qualities 
B) High in experience qualities 
C) Difficult to evaluate 
D) High in search qualities 
E) None of these

Question 9

When a product is produced and consumed at the same time and cannot be separated from its provider,it is called ___________.

Accepted Answer

A) Separability 
B) Timing 
C) Intangibility 
D) Inseparability 
E) Partial consumption
F)None of these 
A) Separability 
B) Timing 
C) Intangibility 
D) Inseparability 
E) Partial consumption
F)None of these

Question 10

Investing in customers who fall into the zone of indifference is a good strategy because the company can often prevent them from sliding into the zone of defection,thereby increasing ROI.

Accepted Answer

A) True 
 B)False

Question 11

Exceeding customer expectations is often referred to as ___________.

Accepted Answer

A) Customer excellence 
B) Customer loyalty 
C) Customer essence 
D) Customer delight 
E) None of these 
A) Customer excellence 
B) Customer loyalty 
C) Customer essence 
D) Customer delight 
E) None of these

Question 12

When it is said that a service cannot be separated from the provider,and that a service's quality can only be as good as that of the provider himself or herself,the service is said to have __________.

Accepted Answer

A) Variability 
B) Creativity 
C) Nonvalence reward for returns 
D) Nordstrom's concept 
E) All of these 
A) Variability 
B) Creativity 
C) Nonvalence reward for returns 
D) Nordstrom's concept 
E) All of these

Question 13

A service blueprint is a concept borrowed from manufacturing that allows a service firm to ___________.

Accepted Answer

A) Map out a complete design and flow of all the activities related to customer service 
B) Map out the route that service people follow when they leave in the mornings (i.e., truck delivery service) 
C) Tell who in the organization is performing beyond expectations and is used for bonuses 
D) Measure customers' perceptions of service expectations 
E) None of these 
A) Map out a complete design and flow of all the activities related to customer service 
B) Map out the route that service people follow when they leave in the mornings (i.e., truck delivery service) 
C) Tell who in the organization is performing beyond expectations and is used for bonuses 
D) Measure customers' perceptions of service expectations 
E) None of these

Question 14

_________ is not a distinct characteristic of services that is different from physical goods.

Accepted Answer

A) Variability 
B) Perishability 
C) Assurance 
D) Intangibility 
E) Inseparability 
A) Variability 
B) Perishability 
C) Assurance 
D) Intangibility 
E) Inseparability

Question 15

Employees in the service-profit chain are given training,recognition,and tools to serve the customer.This leads to employee ______________.

Accepted Answer

A) Satisfaction 
B) Retention 
C) Productivity 
D) Satisfaction, Retention, and Productivity 
E) None of these 
A) Satisfaction 
B) Retention 
C) Productivity 
D) Satisfaction, Retention, and Productivity 
E) None of these

Question 16

In the Gap Model of Service Quality,there are five main gaps that may occur.The frequency of gap occurrence is approximately the same for each gap,making them all equally important.

Accepted Answer

A) True 
 B)False

Question 17

Firms that employ service as a marketing strategy must plan ahead for _____________ and train employees to properly execute service recovery.

Accepted Answer

A) Service differentiation 
B) Service success 
C) Service failure 
D) Service orientation 
E) All of these 
A) Service differentiation 
B) Service success 
C) Service failure 
D) Service orientation 
E) All of these

Question 18

Empathy means that when a customer has a problem that the service provider relates with,the company does what is best for the company.

Accepted Answer

A) True 
 B)False

Question 19

Gap 5 in the Gap Model of Service Quality is unique in that it is the only gap that occurs _______________.

Accepted Answer

A) Between management's and customers' expectations 
B) Between consumers' expectations and the perception of the service they receive 
C) Without research to back it up 
D) In small businesses but not in larger ones 
E) None of these 
A) Between management's and customers' expectations 
B) Between consumers' expectations and the perception of the service they receive 
C) Without research to back it up 
D) In small businesses but not in larger ones 
E) None of these

Question 20

José,an employee of a company that has worked hard to have a customer mind-set,understands that ______.

Accepted Answer

A) Whether internal or external to the firm, satisfying customers is central to doing his job well 
B) All members of the firm must get to work on time and start their computers by 8:30 a.m. 
C) Management must tell them when to give rebates to customers 
D) All employees should have equal access to parking alongside managers or even the CEO 
E) All of these 
A) Whether internal or external to the firm, satisfying customers is central to doing his job well 
B) All members of the firm must get to work on time and start their computers by 8:30 a.m. 
C) Management must tell them when to give rebates to customers 
D) All employees should have equal access to parking alongside managers or even the CEO 
E) All of these

SERVQUAL is __________.

The shift in focus from services to goods is a shift from the means and the producer perspective to the utilization and the customer perspective.

The service sector accounts for ____________ of the gross domestic product of the United States.

Caesars has found that customers who are in the zone of indifference make the best potential targets for their promotions.They respond and change from being indifferent to becoming advocates.

An ethical debate exists that doctors should send their patients to China for treatment because the cost is lower than in the United States.

Reliability when referring to service quality means that _________.

Intangibility means _________.

Most services are not _________.

When a product is produced and consumed at the same time and cannot be separated from its provider,it is called ___________.

Investing in customers who fall into the zone of indifference is a good strategy because the company can often prevent them from sliding into the zone of defection,thereby increasing ROI.

Exceeding customer expectations is often referred to as ___________.

When it is said that a service cannot be separated from the provider,and that a service's quality can only be as good as that of the provider himself or herself,the service is said to have __________.

A service blueprint is a concept borrowed from manufacturing that allows a service firm to ___________.

_________ is not a distinct characteristic of services that is different from physical goods.

Employees in the service-profit chain are given training,recognition,and tools to serve the customer.This leads to employee ______________.

In the Gap Model of Service Quality,there are five main gaps that may occur.The frequency of gap occurrence is approximately the same for each gap,making them all equally important.

Firms that employ service as a marketing strategy must plan ahead for _____________ and train employees to properly execute service recovery.

Empathy means that when a customer has a problem that the service provider relates with,the company does what is best for the company.

Gap 5 in the Gap Model of Service Quality is unique in that it is the only gap that occurs _______________.

José,an employee of a company that has worked hard to have a customer mind-set,understands that ______.

Marketing in Todays Business Milieu

Elements of Marketing Strategy,Planning,and Competition

Manage Marketing Information

Understand Business-To-Consumer Markets

Understand Business-To-Business Markets

Segmentation, target Marketing, Positioning, and CRM

Product Strategy and New-Product Development

Build the Brand

Manage Pricing Decisions

Manage Marketing Channels and Points of Customer Interface

Promotional Strategy and New Media

Advertising, sales Promotion, and Public Relations

Personal Selling and Direct Marketing

Understand the Global Marketplace: Marketing Without Borders

The Marketing Dashboard: Metrics for Measuring Marketing Performance

Filters

Exam 9: Service As the Core Offering

SERVQUAL is __________.

The shift in focus from services to goods is a shift from the means and the producer perspective to the utilization and the customer perspective.

The service sector accounts for ____________ of the gross domestic product of the United States.

Caesars has found that customers who are in the zone of indifference make the best potential targets for their promotions.They respond and change from being indifferent to becoming advocates.

An ethical debate exists that doctors should send their patients to China for treatment because the cost is lower than in the United States.

Reliability when referring to service quality means that _________.

Intangibility means _________.

Most services are not _________.

When a product is produced and consumed at the same time and cannot be separated from its provider,it is called ___________.

Investing in customers who fall into the zone of indifference is a good strategy because the company can often prevent them from sliding into the zone of defection,thereby increasing ROI.

Exceeding customer expectations is often referred to as ___________.

When it is said that a service cannot be separated from the provider,and that a service's quality can only be as good as that of the provider himself or herself,the service is said to have __________.

A service blueprint is a concept borrowed from manufacturing that allows a service firm to ___________.

_________ is not a distinct characteristic of services that is different from physical goods.

Employees in the service-profit chain are given training,recognition,and tools to serve the customer.This leads to employee ______________.

In the Gap Model of Service Quality,there are five main gaps that may occur.The frequency of gap occurrence is approximately the same for each gap,making them all equally important.

Firms that employ service as a marketing strategy must plan ahead for _____________ and train employees to properly execute service recovery.

Empathy means that when a customer has a problem that the service provider relates with,the company does what is best for the company.

Gap 5 in the Gap Model of Service Quality is unique in that it is the only gap that occurs _______________.

José,an employee of a company that has worked hard to have a customer mind-set,understands that ______.

Marketing in Todays Business Milieu

Elements of Marketing Strategy,Planning,and Competition

Manage Marketing Information

Understand Business-To-Consumer Markets

Understand Business-To-Business Markets

Segmentation, target Marketing, Positioning, and CRM

Product Strategy and New-Product Development

Build the Brand

Manage Pricing Decisions

Manage Marketing Channels and Points of Customer Interface

Promotional Strategy and New Media

Advertising, sales Promotion, and Public Relations

Personal Selling and Direct Marketing

Understand the Global Marketplace: Marketing Without Borders

The Marketing Dashboard: Metrics for Measuring Marketing Performance

Filters