Question 1

Explain what is meant by the "user-based definition" of service quality.

Accepted Answer

Here, quality is in the eye of the beholder. This subjective definition equates to maximum satisfaction.

Question 2

The ____________ is supply based, and is concerned primarily with engineering and manufacturing practices.

Accepted Answer

A)  transcendent view 
B)  user-based definition 
C)  manufacturing-based approach 
D)  product-based approach 
E)  value-based definition 
A)  transcendent view 
B)  user-based definition 
C)  manufacturing-based approach 
D)  product-based approach 
E)  value-based definition C

Question 3

Discuss the advantages of using a customer's physical characteristics to increase productivity in the delivery of service quality.
e.g. a fingerprint) than it is to forget a password or account number. Other applications include voice recognition for call-centers, self-service banking, and home shopping.

Accepted Answer

Biometrics refers to the practice of using physical characteristics to identify an individual. In the context of service productivity, its use provides several advantages. Customer processing can be more secure and accurate, as physical characteristics are more difficult to replicate than account/access numbers and passwords. Biometrics allow for more thorough use of self-service options, as it is more difficult to lose physical characteristics e.g. a fingerprint) than it is to forget a password or account number. Other applications include voice recognition for call-centers, self-service banking, and home shopping.

Question 4

____________ is the authentication or identification of individuals based on physical characteristics or traits.

Accepted Answer

A)  Service amping 
B)  Decryption 
C)  Biometrics 
D)  Encryption 
E)  Electronic access 
A)  Service amping 
B)  Decryption 
C)  Biometrics 
D)  Encryption 
E)  Electronic access

Question 5

Which of the following is one of Holiday Inn's hotel areas that show a particularly strong impact on revenue per available room?

Accepted Answer

A)  Dining facilities 
B)  The lobby 
C)  The exterior 
D)  Public restrooms 
E)  Kitchen facilities 
A)  Dining facilities 
B)  The lobby 
C)  The exterior 
D)  Public restrooms 
E)  Kitchen facilities

Question 6

Give an example of biometric test usage in a service environment.

Accepted Answer

Disneyworld provides

Question 7

The ____________ is the difference between what service providers believe customers expect and customers' actual needs and expectations

Accepted Answer

A)  interpretation gap 
B)  standard gap 
C)  knowledge gap 
D)  service quality gap 
E)  internal communications gap 
A)  interpretation gap 
B)  standard gap 
C)  knowledge gap 
D)  service quality gap 
E)  internal communications gap

Question 8

Control charts offer a simple method of displaying performance on hard measures over time against specific quality standards.

Accepted Answer

A) True 
 B)False

Question 9

The standards gap is the difference between specified delivery standards and the service provider's actual performance on these standards.

Accepted Answer

A) True 
 B)False

Question 10

____________ and ____________ typically measure satisfaction with all major customer service processes and products.

Accepted Answer

A)  Total market surveys; ordinary surveys 
B)  Regular surveys; ordinary surveys 
C)  Regular surveys; reverse surveys 
D)  Regular surveys; split surveys 
E)  Total market surveys; annual surveys 
A)  Total market surveys; ordinary surveys 
B)  Regular surveys; ordinary surveys 
C)  Regular surveys; reverse surveys 
D)  Regular surveys; split surveys 
E)  Total market surveys; annual surveys

Question 11

Making service processes more efficient results in a better quality experience for customers and ensures improved benefits for them.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is the prescription for the perception gap?

Accepted Answer

A)  Ensure the right service processes and specify standards. 
B)  Ensure that performance meets standards. 
C)  Learn what customers expect. 
D)  Tangibilize and communicate the service quality delivered. 
E)  Ensure that communications promises are realistic. 
A)  Ensure the right service processes and specify standards. 
B)  Ensure that performance meets standards. 
C)  Learn what customers expect. 
D)  Tangibilize and communicate the service quality delivered. 
E)  Ensure that communications promises are realistic.

Question 13

Organizations that are known for excellent service make use of hard measures rather than soft measures.

Accepted Answer

A) True 
 B)False

Question 14

The perception gap is the difference between what is, in fact, delivered and what customers perceive they have received.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is the best example of the source of a delayed flight caused by procedures?

Accepted Answer

A)  Cutoff too close to departure time 
B)  Late cabin crews 
C)  Late cabin cleaners 
D)  Weather 
E)  Oversize baggage 
A)  Cutoff too close to departure time 
B)  Late cabin crews 
C)  Late cabin cleaners 
D)  Weather 
E)  Oversize baggage

Question 16

What is the collection of customer feedback tools that a firm can use?

Accepted Answer

Total market survey, annual su

Question 17

List the four ways to improve service productivity.

Accepted Answer

Careful control of costs at every step o

Question 18

Self-service pumps with credit card readers increase gas station productivity, but lead to higher costs because of additional fees.

Accepted Answer

A) True 
 B)False

Question 19

Explain the transcendent view of quality.

Accepted Answer

The transcendent view of quality is syno

Question 20

Because customers are often involved in service production, operations managers need to low at how customer outputs can be more productive.

Accepted Answer

A) True 
 B)False

Explain what is meant by the "user-based definition" of service quality.

The ____________ is supply based, and is concerned primarily with engineering and manufacturing practices.

____________ is the authentication or identification of individuals based on physical characteristics or traits.

Which of the following is one of Holiday Inn's hotel areas that show a particularly strong impact on revenue per available room?

Give an example of biometric test usage in a service environment.

The ____________ is the difference between what service providers believe customers expect and customers' actual needs and expectations

Control charts offer a simple method of displaying performance on hard measures over time against specific quality standards.

The standards gap is the difference between specified delivery standards and the service provider's actual performance on these standards.

and typically measure satisfaction with all major customer service processes and products.

Making service processes more efficient results in a better quality experience for customers and ensures improved benefits for them.

Which of the following is the prescription for the perception gap?

Organizations that are known for excellent service make use of hard measures rather than soft measures.

The perception gap is the difference between what is, in fact, delivered and what customers perceive they have received.

Which of the following is the best example of the source of a delayed flight caused by procedures?

What is the collection of customer feedback tools that a firm can use?

List the four ways to improve service productivity.

Self-service pumps with credit card readers increase gas station productivity, but lead to higher costs because of additional fees.

Explain the transcendent view of quality.

Because customers are often involved in service production, operations managers need to low at how customer outputs can be more productive.

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing and Managing Service Processes

Balancing Demand Against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Organizing for Change Management and Service Leadership

Filters

Exam 14: Improving Service Quality and Productivity

Explain what is meant by the "user-based definition" of service quality.

The ____________ is supply based, and is concerned primarily with engineering and manufacturing practices.

____________ is the authentication or identification of individuals based on physical characteristics or traits.

Which of the following is one of Holiday Inn's hotel areas that show a particularly strong impact on revenue per available room?

Give an example of biometric test usage in a service environment.

The ____________ is the difference between what service providers believe customers expect and customers' actual needs and expectations

Control charts offer a simple method of displaying performance on hard measures over time against specific quality standards.

The standards gap is the difference between specified delivery standards and the service provider's actual performance on these standards.

____________ and ____________ typically measure satisfaction with all major customer service processes and products.

Making service processes more efficient results in a better quality experience for customers and ensures improved benefits for them.

Which of the following is the prescription for the perception gap?

Organizations that are known for excellent service make use of hard measures rather than soft measures.

The perception gap is the difference between what is, in fact, delivered and what customers perceive they have received.

Which of the following is the best example of the source of a delayed flight caused by procedures?

What is the collection of customer feedback tools that a firm can use?

List the four ways to improve service productivity.

Self-service pumps with credit card readers increase gas station productivity, but lead to higher costs because of additional fees.

Explain the transcendent view of quality.

Because customers are often involved in service production, operations managers need to low at how customer outputs can be more productive.

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing and Managing Service Processes

Balancing Demand Against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Organizing for Change Management and Service Leadership

Filters

and typically measure satisfaction with all major customer service processes and products.