Question 1

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 2

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 3

What is the difference between fishbone diagrams and blueprinting?

Accepted Answer

Fishbone diagrams tell us the

Question 4

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

Question 5

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 6

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 7

Which of the following is NOT one of the six service quality gaps?

Accepted Answer

A) The knowledge gap. 
B) The proportion gap. 
C) The policy gap. 
D) The delivery gap. 
E) The perceptions gap. 
A) The knowledge gap. 
B) The proportion gap. 
C) The policy gap. 
D) The delivery gap. 
E) The perceptions gap.

Question 8

What is ISO 9000?

Accepted Answer

ISO 9000 is a certification th

Question 9

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 10

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

Accepted Answer

Total market survey,annual sur

Question 11

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 12

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 13

Discuss the advantages of using a customer's physical characteristics to increase productivity in the delivery of service quality.

Accepted Answer

Biometrics refers to the practice of usi

Question 14

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 15

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

Accepted Answer

The delivery gap can be rectified by ens

Question 16

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 17

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 18

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

Accepted Answer

A) True 
 B)False

Question 19

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 20

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

Accepted Answer

Disneyworld provides

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

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

What is the difference between fishbone diagrams and blueprinting?

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

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

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

Which of the following is NOT one of the six service quality gaps?

What is ISO 9000?

FedEx approaches quality management from which of the following perspectives?

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

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

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

Discuss the advantages of using a customer's physical characteristics to increase productivity in the delivery of service quality.

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

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

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

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

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

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

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

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

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

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

What is the difference between fishbone diagrams and blueprinting?

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

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

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

Which of the following is NOT one of the six service quality gaps?

What is ISO 9000?

FedEx approaches quality management from which of the following perspectives?

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

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

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

Discuss the advantages of using a customer's physical characteristics to increase productivity in the delivery of service quality.

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

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

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

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

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

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

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

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