Question 1

Which of the following measure(s)is (are)used in a moment of truth impact analysis?

Accepted Answer

A) Customer expectations of the service organization at the contact point in question 
B) Customers' past experiences that detracted from their perception of service excellence at the contact point in question 
C) Customers' past experiences that enhanced their perceptions of the service organization at the contact point in question 
D) Only measurements B and C are used in a moment of truth impact analysis. 
E) All three measurements are used in a moment of truth impact analysis. 
A) Customer expectations of the service organization at the contact point in question 
B) Customers' past experiences that detracted from their perception of service excellence at the contact point in question 
C) Customers' past experiences that enhanced their perceptions of the service organization at the contact point in question 
D) Only measurements B and C are used in a moment of truth impact analysis. 
E) All three measurements are used in a moment of truth impact analysis.

Question 2

According to Berry and Parasuraman,which of the following is NOT a guideline for a comprehensive service quality information system?

Accepted Answer

A) Measure service expectations 
B) Emphasize information quantity 
C) Capture customers' words 
D) Link service performance to business results 
E) Reach every employee 
A) Measure service expectations 
B) Emphasize information quantity 
C) Capture customers' words 
D) Link service performance to business results 
E) Reach every employee

Question 3

Why is it necessary to study both service successes and failures?

Accepted Answer

Studying both service successes and fail

Question 4

A critical incident is an observable event during a service encounter that contributes in a significant way toward a satisfactory or unsatisfactory service experience.

Accepted Answer

A) True 
 B)False

Question 5

Service performance measurement seeks to understand the customers' and the employees' points of view in order to determine what an organization is doing right or wrong.

Accepted Answer

A) True 
 B)False

Question 6

Concealed,direct human observation is often the method of choice when it comes to studying services phenomena.

Accepted Answer

A) True 
 B)False

Question 7

COMPLETION QUESTIONS
Observational
Trace Analysis
Receipt Analysis
Mystery Shopping
Survey
Focus Group
Critical Incident Technique
Moment of Truth Impact Analysis
Service Quality Information System
-____________ is an indirect observational method that is used to study the physical environment after a service has occurred.

Accepted Answer

The answer of COMPLETION QUESTIONS
Observational
Trace Analysis
Receipt Analysis
Mystery Shopping
Survey
Focus Group
Critical Incident...

Question 8

What is the critical incident technique?

Accepted Answer

The Critical Incident Technique (CIT) is

Question 9

A service blueprint can be used as a guide to ensure that all essential aspects of the service experience are covered.

Accepted Answer

A) True 
 B)False

Question 10

Measurement of a service performance is a means to an end.

Accepted Answer

A) True 
 B)False

Question 11

What is the moment of truth impact analysis?

Accepted Answer

The "moment of truth" in business refers

Question 12

Service performance measures can be used to accomplish all of the following tasks EXCEPT

Accepted Answer

A) setting acceptable levels of service standards. 
B) letting service employees know what is expected of them. 
C) signaling to customers that the service organization cares about them. 
D) All of these can be accomplished with service performance measures. 
E) None of these can be accomplished with service performance measures. 
A) setting acceptable levels of service standards. 
B) letting service employees know what is expected of them. 
C) signaling to customers that the service organization cares about them. 
D) All of these can be accomplished with service performance measures. 
E) None of these can be accomplished with service performance measures.

Question 13

Information collected from service measurement can be used by service managers to accomplish all of the following tasks EXCEPT

Accepted Answer

A) implementing marketing activities (e.g. ,segmenting and positioning). 
B) managing the service personnel. 
C) managing the service delivery process. 
D) improving aspects of the service setting. 
E) Information collected from service measurement can be used by service managers to do all of these tasks. 
A) implementing marketing activities (e.g. ,segmenting and positioning). 
B) managing the service personnel. 
C) managing the service delivery process. 
D) improving aspects of the service setting. 
E) Information collected from service measurement can be used by service managers to do all of these tasks.

Question 14

Which of the following characteristics make it difficult for services to achieve success?

Accepted Answer

A) Services are experiential. 
B) Services occur in real time. 
C) Services are dynamic. 
D) All of these make it difficult for a service to be successful. 
E) None of these makes it difficult for a service to be successful. 
A) Services are experiential. 
B) Services occur in real time. 
C) Services are dynamic. 
D) All of these make it difficult for a service to be successful. 
E) None of these makes it difficult for a service to be successful.

Question 15

COMPLETION QUESTIONS
Observational
Trace Analysis
Receipt Analysis
Mystery Shopping
Survey
Focus Group
Critical Incident Technique
Moment of Truth Impact Analysis
Service Quality Information System
-The ___________ research method is a traditional approach that is used to collect data from a large number of respondents.

Accepted Answer

The answer of COMPLETION QUESTIONS
Observational
Trace Analysis
Receipt Analysis
Mystery Shopping
Survey
Focus Group
Critical Incident...

Question 16

Your boss recently heard about SQIS (i.e. ,a comprehensive service quality information system)and wanted to know if you thought that the system would benefit the company.What is your recommendation? Be sure to support your recommendation.

Accepted Answer

After researching SQIS and considering i

Which of the following measure(s)is (are)used in a moment of truth impact analysis?

According to Berry and Parasuraman,which of the following is NOT a guideline for a comprehensive service quality information system?

Why is it necessary to study both service successes and failures?

A critical incident is an observable event during a service encounter that contributes in a significant way toward a satisfactory or unsatisfactory service experience.

Service performance measurement seeks to understand the customers' and the employees' points of view in order to determine what an organization is doing right or wrong.

Concealed,direct human observation is often the method of choice when it comes to studying services phenomena.

What is the critical incident technique?

A service blueprint can be used as a guide to ensure that all essential aspects of the service experience are covered.

Measurement of a service performance is a means to an end.

What is the moment of truth impact analysis?

Service performance measures can be used to accomplish all of the following tasks EXCEPT

Information collected from service measurement can be used by service managers to accomplish all of the following tasks EXCEPT

Which of the following characteristics make it difficult for services to achieve success?

Your boss recently heard about SQIS (i.e. ,a comprehensive service quality information system)and wanted to know if you thought that the system would benefit the company.What is your recommendation? Be sure to support your recommendation.

Understanding Services Marketing

Frameworks for Managing the Customers Experience

Plugging Into the Information Age

Planning and Producing the Service Performance

Designing the Service Setting

Leveraging the People Factor

Managing the Customer Mix

Setting a Price for the Service Rendered

Promoting the Interactive Service Experience

Building Customer Loyalty Through Service Quality

Regaining Customer Confidence Through Customer Service and Service Recovery

Developing Marketing Strategies for Services

Coping With Fluctuating Demand for Services

Thinking Globally: Its a Small World After All

Filters

Exam 12: Researching Service Success and Failure

Which of the following measure(s)is (are)used in a moment of truth impact analysis?

According to Berry and Parasuraman,which of the following is NOT a guideline for a comprehensive service quality information system?

Why is it necessary to study both service successes and failures?

A critical incident is an observable event during a service encounter that contributes in a significant way toward a satisfactory or unsatisfactory service experience.

Service performance measurement seeks to understand the customers' and the employees' points of view in order to determine what an organization is doing right or wrong.

Concealed,direct human observation is often the method of choice when it comes to studying services phenomena.

What is the critical incident technique?

A service blueprint can be used as a guide to ensure that all essential aspects of the service experience are covered.

Measurement of a service performance is a means to an end.

What is the moment of truth impact analysis?

Service performance measures can be used to accomplish all of the following tasks EXCEPT

Information collected from service measurement can be used by service managers to accomplish all of the following tasks EXCEPT

Which of the following characteristics make it difficult for services to achieve success?

Your boss recently heard about SQIS (i.e. ,a comprehensive service quality information system)and wanted to know if you thought that the system would benefit the company.What is your recommendation? Be sure to support your recommendation.

Understanding Services Marketing

Frameworks for Managing the Customers Experience

Plugging Into the Information Age

Planning and Producing the Service Performance

Designing the Service Setting

Leveraging the People Factor

Managing the Customer Mix

Setting a Price for the Service Rendered

Promoting the Interactive Service Experience

Building Customer Loyalty Through Service Quality

Regaining Customer Confidence Through Customer Service and Service Recovery

Developing Marketing Strategies for Services

Coping With Fluctuating Demand for Services

Thinking Globally: Its a Small World After All

Filters