Exam 10: Building Customer Loyalty Through Service Quality

The key to customer loyalty is to create and deliver superior quality and customer experience.

When deciding on a service guarantee,an organization must decide on the guarantee's

Of the connections between the customer and service provider,the __________ link represents those aspects of the service encounter that affect the customer's 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 -__________ characteristics are attributes that can be evaluated only during or after consumption.

A service guarantee should be viewed as a vehicle to improve service quality.

Customer delight occurs when customer expectations are significantly exceeded.

Loyal customers are cheaper to serve.

When compared to physical goods,services tend to be higher in

Service organizations that use customer relationship management (CRM)systems recognize the importance of attracting and retaining profitable customers for the long-term.

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 -_______________ is a key determinant if any organization's ability to sustain long-term profitability.

A local service provider decided that it wanted to design an effective guarantee for its services.However,the firm had no idea of how to develop one,and you were hired to help the firm.What are your recommendations for designing an effective service guarantee?

Which is NOT a major service quality gap that contributes to customer dissatisfaction with the service?

In general,customers who are satisfied with a service organization's products do not necessarily form strong relations with the service organization itself.

The _____________ award for quality was instituted in the United States and became a hallmark of excellence.

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 -__________ characteristics are attributes that are difficult to evaluate even after consumption of a service has occurred.

Customers tend to evaluate physical goods and services in the same way.

During a meeting of top management,the discussion turned to how customers evaluate products.One manager,who has several years of experience marketing physical goods,claimed that customers evaluate services in the same way that they evaluate physical goods.How would you respond to this manager? Explain your answer.

It is in a service organization's best interest to understand and accommodate customers' zones of tolerance.

Service guarantees are ways to reduce customer's perceived risk with the service.

The value of the customer to the service organization has been referred to as customer equity.