Question 1

Firms can close a __________ gap by being more realistic about the services they can provide and managing customer expectations.

Accepted Answer

A)  seniority 
B)  knowledge 
C)  standards 
D)  delivery 
E)  communication 
A)  seniority 
B)  knowledge 
C)  standards 
D)  delivery 
E)  communication

Question 2

A systematic __________ program collects customer inputs and integrates them into managerial decisions.

Accepted Answer

A)  quality gap analysis 
B)  empowerment 
C)  zone of tolerance 
D)  standards analysis 
E)  voice-of-customer 
A)  quality gap analysis 
B)  empowerment 
C)  zone of tolerance 
D)  standards analysis 
E)  voice-of-customer

Question 3

A __________ gap reflects the difference between customers' expectations and the firm's perception of those customer expectations.

Accepted Answer

A)  seniority 
B)  knowledge 
C)  standards 
D)  delivery 
E)  communication 
A)  seniority 
B)  knowledge 
C)  standards 
D)  delivery 
E)  communication

Question 4

In the Paradise Motel example in the text,the motel offered stale food,advertised babysitting services that were not readily available,and had an assistant manager with a poor attitude.If you were the new manager of the Paradise Motel,how would you use the five building blocks of service quality to identify and correct the problems?

Accepted Answer

The stale food problem is both a tangibl

Firms can close a __________ gap by being more realistic about the services they can provide and managing customer expectations.

A systematic __________ program collects customer inputs and integrates them into managerial decisions.

A __________ gap reflects the difference between customers' expectations and the firm's perception of those customer expectations.

Overview of Marketing

Developing Marketing Strategies and a Marketing Plan

Marketing Ethics

Analyzing the Marketing Environment

Consumer Behavior

Business-To-Business Marketing

Global Marketing

Segmentation, Targeting, and Positioning

Marketing Research

Product, Branding, and Packaging Decisions

Developing New Products

Pricing Concepts for Establishing Value

Supply Chain and Channel Management

Retailing and Multichannel Marketing

Integrated Marketing Communications

Advertising, Public Relations, and Sales Promotions

Personal Selling and Sales Management

Filters

Exam 12: Services: The Intangible Product

Firms can close a __________ gap by being more realistic about the services they can provide and managing customer expectations.

A systematic __________ program collects customer inputs and integrates them into managerial decisions.

A __________ gap reflects the difference between customers' expectations and the firm's perception of those customer expectations.

Overview of Marketing

Developing Marketing Strategies and a Marketing Plan

Marketing Ethics

Analyzing the Marketing Environment

Consumer Behavior

Business-To-Business Marketing

Global Marketing

Segmentation, Targeting, and Positioning

Marketing Research

Product, Branding, and Packaging Decisions

Developing New Products

Pricing Concepts for Establishing Value

Supply Chain and Channel Management

Retailing and Multichannel Marketing

Integrated Marketing Communications

Advertising, Public Relations, and Sales Promotions

Personal Selling and Sales Management

Filters