Exam 10: Building Customer Loyalty Through Service Quality

Managers find it relatively easy to maintain consistently high service quality.

Customer expectations and perceptions of the service experience are not very important in determining customer satisfaction with the service.

Of the connections between the customer and service provider,the __________ link represents the interactive nature of the services and is strengthened by providing satisfying service encounters with the customer.

Describe the service profit chain.

Describe the chain of connections that link service customers and service providers.

Describe the service quality gaps that can lead customers to report a dissatisfying experience with a service.

Which of the following characteristics is NOT considered a benefit of service guarantees to the service provider?

Service guarantees are not beneficial to the service provider.

COMPLETION QUESTIONS Customer Loyalty Customer Delight Perceived Service Quality Service Delivery Link Customer Satisfaction Link Customer-Provider Link Search Experience Credence SERVQUAL Zone of Tolerance Service Guarantee -In the service quality cycle,the _________________ represents the mutually rewarding relationship between the customer and service provider resulting in the customer's commitment to that service provider.

Of the connections between the customer and service provider,the __________ link results in the customer's commitment to the service provider.

COMPLETION QUESTIONS Customer Loyalty Customer Delight Perceived Service Quality Service Delivery Link Customer Satisfaction Link Customer-Provider Link Search Experience Credence SERVQUAL Zone of Tolerance Service Guarantee -In the service quality cycle,the _________________ represents the connection between the customer's level of satisfaction and degree of loyalty to the service provider.

COMPLETION QUESTIONS Customer Loyalty Customer Delight Perceived Service Quality Service Delivery Link Customer Satisfaction Link Customer-Provider Link Search Experience Credence SERVQUAL Zone of Tolerance Service Guarantee -From a customer based perspective,____________ is defined as the level of service delivery that meets or exceeds customer expectations.

COMPLETION QUESTIONS Customer Loyalty Customer Delight Perceived Service Quality Service Delivery Link Customer Satisfaction Link Customer-Provider Link Search Experience Credence SERVQUAL Zone of Tolerance Service Guarantee -Even though ____________ is a moving target,by exceeding customer expectations service organizations can win loyal customers.

A service organization is setting itself up for failure when it offers a service guarantee on quality that it cannot deliver.

There is not a strong link between customer loyalty,employee loyalty,and investor loyalty.

Customers evaluate services differently from physical goods because services tend to be inherently low in search and credence qualities but high in experience qualities.

Why should service organizations be concerned with their customers' zones of tolerance?

It is a good idea for service organizations to use service guarantees whenever possible.

Why is it important for organizations to deliver service quality to their customers?

What is service quality?