Question 1

Accurate performance is an aspect of __________.

Accepted Answer

A) tangibles 
B) reliability 
C) responsiveness 
D) transcendence 
E) assurance 
A) tangibles 
B) reliability 
C) responsiveness 
D) transcendence 
E) assurance A

Question 2

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  False

Question 3

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 C

Question 4

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 5

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

Accepted Answer

SERVQUAL is a self-report tool used to m

Question 6

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 7

Illustrate what access means for service quality.

Accepted Answer

Access refers to the approachability and

Question 8

Illustrate what tangibles mean for service quality.

Accepted Answer

Tangibles relate to what we can see.It i

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

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 11

List the four ways to improve service productivity.

Accepted Answer

Careful control of costs at every step o

Question 12

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

Accepted Answer

Establish the right service processes an

Question 13

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 14

Competence and courtesy are aspects of ____________.

Accepted Answer

A) tangibles 
B) reliability 
C) responsiveness 
D) transcendence 
E) assurance 
A) tangibles 
B) reliability 
C) responsiveness 
D) transcendence 
E) assurance

Question 15

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 16

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 17

____________ 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 18

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

Accepted Answer

The franchisor's quality assur

Question 19

Transactional surveys are typically conducted after customers have completed a specific transaction.

Accepted Answer

A) True 
 B)False

Question 20

Discuss what the six sigma approach is and how it can be applied to service quality and productivity.

Accepted Answer

Six sigma was originally developed by Mo

Accurate performance is an aspect of __________.

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

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

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

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

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

Illustrate what access means for service quality.

Illustrate what tangibles mean for service quality.

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?

List the four ways to improve service productivity.

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

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

Competence and courtesy are aspects of ____________.

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.

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

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

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

Transactional surveys are typically conducted after customers have completed a specific transaction.

Discuss what the six sigma approach is and how it can be applied to service quality and productivity.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing 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 Service Leadership

Filters

Exam 14: Improving Service Quality and Productivity

Accurate performance is an aspect of __________.

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

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

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

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

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

Illustrate what access means for service quality.

Illustrate what tangibles mean for service quality.

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?

List the four ways to improve service productivity.

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

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

Competence and courtesy are aspects of ____________.

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.

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

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

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

Transactional surveys are typically conducted after customers have completed a specific transaction.

Discuss what the six sigma approach is and how it can be applied to service quality and productivity.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing 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 Service Leadership

Filters