Question 1

Discuss what could be involved in the prescription for "The Delivery Gap."

Accepted Answer

The delivery gap can be rectified by ens

Question 2

Hard measures are those that cannot be easily observed and must be collected by talking to customers, employees, and others.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is NOT a broad dimension of service quality?

Accepted Answer

A)  Tangibles 
B)  Reliability 
C)  Responsiveness 
D)  Transcendence 
E)  Assurance 
A)  Tangibles 
B)  Reliability 
C)  Responsiveness 
D)  Transcendence 
E)  Assurance

Question 4

Explain what SERVQUAL is and how it is used in services.

Accepted Answer

SERVQUAL is a self-report tool used to m

Question 5

FedEx was one of the first company's to understand the need for a firm-wide index of service quality that embraced all the key activities that had an impact on customers.

Accepted Answer

A) True 
 B)False

Question 6

Describe what is meant by the 80/20 rule in the context of an airline.

Accepted Answer

The 80/20 rule refers to 80 pe

Question 7

FedEx approaches quality management from which of the following perspectives?

Accepted Answer

A)  Percent of packages on time 
B)  Percent of flights arriving safely 
C)  Baseline of zero failures 
D)  Low turnover 
E)  High Turnover 
A)  Percent of packages on time 
B)  Percent of flights arriving safely 
C)  Baseline of zero failures 
D)  Low turnover 
E)  High Turnover

Question 8

Fedex's Service Quality Indicator is a 10-item measure of satisfaction and service quality from the customers' viewpoint.

Accepted Answer

A) True 
 B)False

Question 9

The service quality is the difference between what customers expect to receive and their perceptions of the service that is actually delivered.

Accepted Answer

A) True 
 B)False

Question 10

A study by Holiday Inn actually showed that as the number of defects per hotel increase, the amount of revenue per room increases.

Accepted Answer

A) True 
 B)False

Question 11

List a major service firm from the chapter that has received the Malcolm-Baldrige National Quality Award.

Accepted Answer

The Ritz-C

Question 12

Typically the cost of an unhappy customer is lower than the cost of service recovery.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is one of the customer-driven approaches to improving productivity?

Accepted Answer

A)  Ask customers not to use third parties. 
B)  Limiting customer involvement in production. 
C)  Changing the timing of customer demand. 
D)  Reducing backstage elements of production. 
E)  Reducing front-stage elements of production. 
A)  Ask customers not to use third parties. 
B)  Limiting customer involvement in production. 
C)  Changing the timing of customer demand. 
D)  Reducing backstage elements of production. 
E)  Reducing front-stage elements of production.

Question 14

Describe what is involved when an auditor conducts a quality analysis at Holiday Inn hotels.

Accepted Answer

The franchisor's quality assurance repor

Question 15

Which of the following is the best example of the source of a delayed flight caused by front-stage personnel?

Accepted Answer

A)  Air traffic 
B)  Late food service 
C)  Late fuel 
D)  Gate agents cannot process passengers quickly enough 
E)  Poor announcement of departures 
A)  Air traffic 
B)  Late food service 
C)  Late fuel 
D)  Gate agents cannot process passengers quickly enough 
E)  Poor announcement of departures

Question 16

The ____________ is the difference between what a service provider communicates and what it actually delivers to the customer.

Accepted Answer

A)  interpretation gap 
B)  communications gap 
C)  perceptions gap 
D)  standards gap 
E)  knowledge gap 
A)  interpretation gap 
B)  communications gap 
C)  perceptions gap 
D)  standards gap 
E)  knowledge gap

Question 17

What is ISO 9000?

Accepted Answer

ISO 9000 is a certification th

Question 18

What is a key element of gaining customer acceptance of new procedures and technology?

Accepted Answer

Teach customers to use innovat

Question 19

Describe one of the primary components of the prescription for the policy gap.

Accepted Answer

Establish the right service processes an

Question 20

The common perspective on quality includes all of the following EXCEPT ____________.

Accepted Answer

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

Discuss what could be involved in the prescription for "The Delivery Gap."

Hard measures are those that cannot be easily observed and must be collected by talking to customers, employees, and others.

Which of the following is NOT a broad dimension of service quality?

Explain what SERVQUAL is and how it is used in services.

FedEx was one of the first company's to understand the need for a firm-wide index of service quality that embraced all the key activities that had an impact on customers.

Describe what is meant by the 80/20 rule in the context of an airline.

FedEx approaches quality management from which of the following perspectives?

Fedex's Service Quality Indicator is a 10-item measure of satisfaction and service quality from the customers' viewpoint.

The service quality is the difference between what customers expect to receive and their perceptions of the service that is actually delivered.

A study by Holiday Inn actually showed that as the number of defects per hotel increase, the amount of revenue per room increases.

List a major service firm from the chapter that has received the Malcolm-Baldrige National Quality Award.

Typically the cost of an unhappy customer is lower than the cost of service recovery.

Which of the following is one of the customer-driven approaches to improving productivity?

Describe what is involved when an auditor conducts a quality analysis at Holiday Inn hotels.

Which of the following is the best example of the source of a delayed flight caused by front-stage personnel?

The ____________ is the difference between what a service provider communicates and what it actually delivers to the customer.

What is ISO 9000?

What is a key element of gaining customer acceptance of new procedures and technology?

Describe one of the primary components of the prescription for the policy gap.

The common perspective on quality includes all of the following EXCEPT ____________.

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

Discuss what could be involved in the prescription for "The Delivery Gap."

Hard measures are those that cannot be easily observed and must be collected by talking to customers, employees, and others.

Which of the following is NOT a broad dimension of service quality?

Explain what SERVQUAL is and how it is used in services.

FedEx was one of the first company's to understand the need for a firm-wide index of service quality that embraced all the key activities that had an impact on customers.

Describe what is meant by the 80/20 rule in the context of an airline.

FedEx approaches quality management from which of the following perspectives?

Fedex's Service Quality Indicator is a 10-item measure of satisfaction and service quality from the customers' viewpoint.

The service quality is the difference between what customers expect to receive and their perceptions of the service that is actually delivered.

A study by Holiday Inn actually showed that as the number of defects per hotel increase, the amount of revenue per room increases.

List a major service firm from the chapter that has received the Malcolm-Baldrige National Quality Award.

Typically the cost of an unhappy customer is lower than the cost of service recovery.

Which of the following is one of the customer-driven approaches to improving productivity?

Describe what is involved when an auditor conducts a quality analysis at Holiday Inn hotels.

Which of the following is the best example of the source of a delayed flight caused by front-stage personnel?

The ____________ is the difference between what a service provider communicates and what it actually delivers to the customer.

What is ISO 9000?

What is a key element of gaining customer acceptance of new procedures and technology?

Describe one of the primary components of the prescription for the policy gap.

The common perspective on quality includes all of the following EXCEPT ____________.

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