Exam 12: Services: The Intangible Product

The Gaps Model allows systematic examination of all aspects of the product creation process.

Which of the following is NOT one of the five dimensions used by consumers to determine overall service quality?

Technology can help facilitate service delivery through:

Using technology and __________ are two ways a delivery gap can be reduced in size.

Because services are intangible,it is often difficult for customers to determine how a service meets their expectations,which marketers call __________.

Because of __________,many companies have altered their "no questions asked" return policies to include time limits,"restocking" fees,and store-credit-only refunds.

How can services marketers use customer complaints to better understand customer expectations?

The communications gap can be reduced by managing customer expectations.

The __________ gap can be reduced by managing consumers' expectations.

Managers of fast food restaurants struggle with a rapid turnover of personnel.Employee turnover rates of 100 to 200 percent annually are common.The work environment is difficult and customers can often be demanding.One of the first steps managers can take to help workers deliver quality service is to:

Although firms such as restaurants have difficulty controlling service quality from day to day,they do have control over:

Food preparation,lawn maintenance,and house cleaning services are all examples of:

When Buffalo Bank required all customers to use their online banking services,over 20 percent of their customers closed their accounts.Buffalo Bank's service fell outside customers' zone of tolerance.

Colin has been directed by his boss to determine if their company is meeting customers' service quality expectations.One of Colin's problems is that services are __________,making measurement of service quality difficult.

Sam was called in to meet with his boss,Tricia.He was afraid he was going to be fired for the mistake he had made dealing with an important customer of the store.Instead,Tricia explained that he had handled the situation well,listening to the customer and finding a fair solution.Tricia commented,"Even more importantly,working the way you did to correct the error could result in __________."

The Gaps Model is designed to highlight those areas where:

When choosing where to eat lunch,Veronica's major service criterion is speed: being seated promptly and served her meal quickly.For Veronica,__________ is the most important of the five service quality dimensions.

A delivery gap is the difference between the firm's service standards and the actual service it provides to customers.

Customers have a defined __________ when it comes to waiting in line at a retail checkout counter.The amount of time consumers are willing to wait varies with the type of store.

Martha had several unpleasant experiences trying to find the merchandise she needed at a large lumber yard and hardware store.Few of the employees--when she could find them--seemed to know where anything was.But on her most recent visit,she was pleasantly surprised to find that the store had installed kiosks where she could get directions quickly and accurately.The store had found a technological solution to the services marketing issue of __________.