Exam 13: Service As the Core Offering

Gap 1 in the Gap Model of Service Quality measures Management's Perceptions of Customer Service Expectations versus Actual Customer Expectations of Service.LeeAnne is trying to work through the model and while looking at the customer data for her company; she has found that her bosses make assumptions as to customer's wants and needs.How does this affect her company's service offerings?

Harrah's Entertainment has found that it is best to invest in customers who fall into _________ because they yield more return on investment.

When one considers the product and where its value comes from, it has become obvious over time that value comes mostly from the tangible product and its features.

Kimberly is having some difficulty grasping the meaning of the intangibility of services.Provide Kimberly with an example of the intangibility of services.

Marge works for a top marketing firm in the Seattle area.Most of Marge's bosses have been working in the industry much longer than she has.As a result of the age and experience differences, Marge is having some problems communicating that services marketing has shifted from traditional views to new views.Help Marge explain the shift to her employers.

Exceeding customer expectations is often referred to as ___________.

When a service failure occurs, if a company correctly handles the problem ____________ will not be impacted.

Schools face a dilemma with respect to students.They have a difficult time determining whether students are ________.

There is a big debate that today we operate in an economy that is increasingly focused on intangible offerings-services-instead of just physical goods.

Service jobs have _________ in the United States over the last 30 to 40 years.

When you check into Doubletree Hotels, you will find warm chocolate chip cookies in the lobby.This is a relatively inexpensive way conceived as _________ to make a memorable impact on weary travelers.

Why is it so important for managers to focus on employees as a source of differentiation in a service environment?

In services marketing there is a Gap Model of Service Quality.The Gap refers to __________.

One sure way to create a Gap, according to the Gap service model, is for management to ___________.

One of the central concepts of the service-profit chain is _______.

One of the search difficulties for consumers with respect to evaluating one service offering from another is ________.

Satisfaction can be defined as what people say, whereas loyalty can be defined as __________.

Gap 4 relates to customer expectation management through marketing communications.How do the messages that managers send out affect the expectations of the customer?

In creating and implementing a service blueprint, the line of visibility is very important.What is the line of visibility and how does it affect the service plan?

In today's workplace everyone is involved in service in some way; everyone has customers either outside or inside the firm, or both.