Question 1

The role of human service providers in the customer service experience allows the service provider to __________.

Accepted Answer

A)  Allow for new products to be promoted 
B)  Stimulate the formation of the same experience for all people 
C)  Allow considerable customization in delivering the service 
D)  Create profit pockets by encouraging the ordering of more expensive options 
E)  None of the above 
A)  Allow for new products to be promoted 
B)  Stimulate the formation of the same experience for all people 
C)  Allow considerable customization in delivering the service 
D)  Create profit pockets by encouraging the ordering of more expensive options 
E)  None of the above C

Question 2

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 customer's 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 the above 
A)  Between management's and customer's 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 the above B

Question 3

Great service occurs when processes are engineered both above and below the _____________ for the customer.

Accepted Answer

A)  Line of motivation 
B)  Line of demarcation 
C)  Line of visibility 
D)  Line of distinction 
E)  None of the above 
A)  Line of motivation 
B)  Line of demarcation 
C)  Line of visibility 
D)  Line of distinction 
E)  None of the above C

Question 4

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

Question 5

Some schools take the approach that the primary customer for their business are ___________.

Accepted Answer

A)  Students 
B)  Graduate schools 
C)  Parents 
D)  Companies that hire the students 
E)  None of the above 
A)  Students 
B)  Graduate schools 
C)  Parents 
D)  Companies that hire the students 
E)  None of the above

Question 6

Eliza and Greg are arguing over the structure of their business.Eliza believes that employees are just that, employees.Greg believes that employees are also customers, and that customers always come first.What aspect of the service-profit chain are Eliza and Greg addressing? In regards to the service-profit chain, explain why Greg may be on the right track.

Accepted Answer

Eliza and Greg are addressing internal m

Question 7

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 8

Deacon has just moved from working in an electronics store to working at a car rental service.At the electronics store whenever Deacon was anticipating more demand for a particular product, he would simply order more of that product and keep it in storage.Now, at the car rental place Deacon is not sure what to do when a convention comes to town.What is the service characteristic that Deacon is having a problem with? What should Deacon do to correct he problem?

Accepted Answer

Deacon is experiencing fluctuating deman

Question 9

Keiley owns a catering service and uses students from the local art school to staff events.Since Keiley knows that most of the students are visual, she tends to draw them a picture of what service is expected and how to implement it.What concept is Keiley implementing?

Accepted Answer

Keiley is using service blueprints, whic

Question 10

What does Leonard Berry advocate that a focus on service can do in terms of competition?

Accepted Answer

Berry advocates that a focus on service

Question 11

Benihana restaurants have the tag line, "an experience at every table." This conveys that _________.

Accepted Answer

A)  Service is a drama to get customers to new heights of involvement 
B)  Service is a lot of rote memory by the workers at the restaurant 
C)  Service is a combination of product excellence combined with some unique product features 
D)  Service is not repeatable so get used to differences at every table of the restaurant. 
E)  Service is easy to create 
A)  Service is a drama to get customers to new heights of involvement 
B)  Service is a lot of rote memory by the workers at the restaurant 
C)  Service is a combination of product excellence combined with some unique product features 
D)  Service is not repeatable so get used to differences at every table of the restaurant. 
E)  Service is easy to create

Question 12

For Disney theme parks and Disney Cruise Lines, attention to detail is one of the cornerstones of their focus on excellence.

Accepted Answer

A) True 
 B)False

Question 13

It is said that customers do not buy goods or services: They buy _______.

Accepted Answer

A)  Products that come with some services 
B)  Offerings which render services which create value 
C)  Services that come in a variety of sizes and shapes 
D)  Technology that is a service orientation 
E)  All of the above 
A)  Products that come with some services 
B)  Offerings which render services which create value 
C)  Services that come in a variety of sizes and shapes 
D)  Technology that is a service orientation 
E)  All of the above

Question 14

Treating employees as customers and developing systems and benefits that satisfy their needs is called ________.

Accepted Answer

A)  Marketing for profit 
B)  Internal consistency 
C)  Market oriented 
D)  Internal marketing 
E)  All of the above 
A)  Marketing for profit 
B)  Internal consistency 
C)  Market oriented 
D)  Internal marketing 
E)  All of the above

Question 15

When Outback Steakhouse built differentiation on service rather than just the Australian theme, it found the results beneficial that led to ________.

Accepted Answer

A)  Setting industry standards in turns per table and revenue per square foot 
B)  High turnover in employees 
C)  Management receiving higher than average salaries 
D)  Exceeding customer expectations in the all important statistic of low cost per serving 
E)  None of the above 
A)  Setting industry standards in turns per table and revenue per square foot 
B)  High turnover in employees 
C)  Management receiving higher than average salaries 
D)  Exceeding customer expectations in the all important statistic of low cost per serving 
E)  None of the above

Question 16

The main cause of switching behavior is price.People leave companies because of high price and this drives out most other reasons for leaving.

Accepted Answer

A) True 
 B)False

Question 17

Harrah's has found that customers that 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 18

How are service quality and the service encounter related?

Accepted Answer

In many respects, service quality repres

Question 19

The score for gap 5 is very important.Why is this the most important piece of the Gap Model of Service Quality?

Accepted Answer

The score for this gap, which can be pos

Question 20

Disney theme parks have a reputation for __________.

Accepted Answer

A)  Fun employees 
B)  Service with a smile 
C)  Service excellence 
D)  Great guest amenities 
E)  None of the above 
A)  Fun employees 
B)  Service with a smile 
C)  Service excellence 
D)  Great guest amenities 
E)  None of the above

The role of human service providers in the customer service experience allows the service provider to __________.

Gap 5 in the gap model of service quality is unique in that it is the only gap that occurs _______________.

Great service occurs when processes are engineered both above and below the _____________ for the customer.

Employees in the Service-Profit Chain are given training, recognition, and tools to serve the customer.This leads to employee ______________.

Some schools take the approach that the primary customer for their business are ___________.

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.

Keiley owns a catering service and uses students from the local art school to staff events.Since Keiley knows that most of the students are visual, she tends to draw them a picture of what service is expected and how to implement it.What concept is Keiley implementing?

What does Leonard Berry advocate that a focus on service can do in terms of competition?

Benihana restaurants have the tag line, "an experience at every table." This conveys that _________.

For Disney theme parks and Disney Cruise Lines, attention to detail is one of the cornerstones of their focus on excellence.

It is said that customers do not buy goods or services: They buy _______.

Treating employees as customers and developing systems and benefits that satisfy their needs is called ________.

When Outback Steakhouse built differentiation on service rather than just the Australian theme, it found the results beneficial that led to ________.

The main cause of switching behavior is price.People leave companies because of high price and this drives out most other reasons for leaving.

Harrah's has found that customers that are in the Zone of Indifference make the best potential targets for their promotions.They respond and change from being indifferent to becoming advocates.

How are service quality and the service encounter related?

The score for gap 5 is very important.Why is this the most important piece of the Gap Model of Service Quality?

Disney theme parks have a reputation for __________.

Marketing in Todays Business Milieu

Elements of Marketing Strategy and Planning

Understanding the Global Marketplace: Marketing Without Borders

Perspectives on Customer Relationship Management

Managing Marketing Information

Understanding Competitors: Analysis to Action

Understanding Customers: Business to Consumer Markets

Understanding Customers: Business to Business Markets

Segmentation, Target Marketing, and Positioning

The Product Experience: Product Strategy

The Product Experience: Building the Brand

The Product Experience: New Product Development

Managing Pricing Decisions

Managing Marketing Channels and the Supply Chain

Point of Customer Interface: Bricks and Clicks

Integrated Marketing Communication: Advertising, Sales Promotion, and Public Relations

Integrated Marketing Communication: Selling, Direct, and Interactive Marketing

The Marketing Dashboard: Metrics for Measuring Marketing Performance

Filters

Exam 13: Service As the Core Offering

The role of human service providers in the customer service experience allows the service provider to __________.

Gap 5 in the gap model of service quality is unique in that it is the only gap that occurs _______________.

Great service occurs when processes are engineered both above and below the _____________ for the customer.

Employees in the Service-Profit Chain are given training, recognition, and tools to serve the customer.This leads to employee ______________.

Some schools take the approach that the primary customer for their business are ___________.

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.

Keiley owns a catering service and uses students from the local art school to staff events.Since Keiley knows that most of the students are visual, she tends to draw them a picture of what service is expected and how to implement it.What concept is Keiley implementing?

What does Leonard Berry advocate that a focus on service can do in terms of competition?

Benihana restaurants have the tag line, "an experience at every table." This conveys that _________.

For Disney theme parks and Disney Cruise Lines, attention to detail is one of the cornerstones of their focus on excellence.

It is said that customers do not buy goods or services: They buy _______.

Treating employees as customers and developing systems and benefits that satisfy their needs is called ________.

When Outback Steakhouse built differentiation on service rather than just the Australian theme, it found the results beneficial that led to ________.

The main cause of switching behavior is price.People leave companies because of high price and this drives out most other reasons for leaving.

Harrah's has found that customers that are in the Zone of Indifference make the best potential targets for their promotions.They respond and change from being indifferent to becoming advocates.

How are service quality and the service encounter related?

The score for gap 5 is very important.Why is this the most important piece of the Gap Model of Service Quality?

Disney theme parks have a reputation for __________.

Marketing in Todays Business Milieu

Elements of Marketing Strategy and Planning

Understanding the Global Marketplace: Marketing Without Borders

Perspectives on Customer Relationship Management

Managing Marketing Information

Understanding Competitors: Analysis to Action

Understanding Customers: Business to Consumer Markets

Understanding Customers: Business to Business Markets

Segmentation, Target Marketing, and Positioning

The Product Experience: Product Strategy

The Product Experience: Building the Brand

The Product Experience: New Product Development

Managing Pricing Decisions

Managing Marketing Channels and the Supply Chain

Point of Customer Interface: Bricks and Clicks

Integrated Marketing Communication: Advertising, Sales Promotion, and Public Relations

Integrated Marketing Communication: Selling, Direct, and Interactive Marketing

The Marketing Dashboard: Metrics for Measuring Marketing Performance

Filters