Deck 6: Delivering Quality Service

Question 1

occurs when employees feel they cannot satisfy all the demands placed on them by the people - and - who they are responsible to.

Answer 1

Role conflict, management, customers

Question 2

What are the duties and responsibilities of the server?

Answer 2

Representing the operation to the customer, selling the dining experience (including food and beverage items) to the customer, delivering on the operation's promise.

Question 3

A study of airline, hotel, and restaurant interactions indicated which of the following problem areas?

A) Performance of the employee did not match the potential of the system.
B) Server expectations are greater than can be met.
C) Performance of the operation did not match the potential of the system.
D) Customer expectations are less than can be met.
E) All are problem areas except B.

Answer 3

E

Question 4

Why do gaps in service occur?

Question 5

The most common method to gain customer feedback is:

A) management asks the customer questions.
B) surveys.
C) comment cards.
D) mystery shoppers.
E) all of the above.

Question 6

Employees will produce the service expected by management when:

A) adequate information and training is provided.
B) they feel it is possible to satisfy the demands placed on them by customers.
C) skills match the performance expected.
D) both A and C.
E) all of the above.

Question 7

It can be difficult for an employee to generate the same level of enthusiasm for every customer because:

A) many employees like some or all of their customers.
B) customers want to be treated like other customers.
C) customers bring high expectations to the service encounter.
D) all of the above.
E) customers have differing wants and needs regarding service.

Question 8

can result in a higher check as well as exposing the customer to a menu item they might not try otherwise.

Question 9

, , and are ways to identify problems in service.

Question 10

By involving employees in setting service standards, some believe standards will be:

A) set too high.
B) unrealistic.
C) hard to maintain.
D) set higher than if management had set them.
E) set lower than if management had set them.

Question 11

Which of the following describe the most typical service problems?

A) Lack of speed
B) Inattentive staff
C) Ability to answer questions about the menu
D) Both A and B
E) None of the above

Question 12

Tangibles are the:

A) knowledge and courtesy of employees to convey trust and confidence.
B) ability to perform the promised service dependably and accurately.
C) willingness to help customers and provide prompt service.
D) caring and individualized attention provided customers.
E) appearance of the physical facilities, equipment, personnel, and communication materials.

Question 13

All of the following are feelings associated with waiting except:

A) anxiety.
B) the same amount of time after service has ended seems longer than the wait before service began.
C) occupied time seems longer than unoccupied.
D) uncertain waits are longer than known waits.
E) both C and D.

Question 14

The procedural aspects of service consist of:

A) accommodation.
B) attitude.
C) timeliness.
D) both A and B.
E) both A and C.

Question 15

What are four ways to determine customer satisfaction and assess service problems?

Question 16

Describe four of the eight principles of waiting.

Question 17

is a convivial aspect of service and refers to the way people act, think, and feel.

Question 18

The following identify service gaps except:

A) management knows what is important to the customer.
B) management knows what is important to the customer, but does not translate into service standards.
C) service standards are in place but employees do not practice them.
D) customers are promised a level of service that is not delivered.
E) both A and B.

Question 19

Service encounters and purchases are considered to the customer and
to the service provider.

Question 20

If all for of the service gaps exist, it is best if management begins by closing the
gap, which can be described as _ too much.

Question 21

Management sets quality service goals by considering the five dimensions of service.

Question 22

An accommodating policy standard should be implemented to ensure that the procedural dimensions of service are consistent throughout the operation.

Question 23

Difficult interactions are caused when are than can be delivered by the service system.

Question 24

The dimension of service consists of getting the products and services to the customer.

Question 25

When asking guests to name their biggest complaint, speed of service and inattentive servers were mentioned most often.

Question 26

In making the service encounter unique, it is up to the guest to match the level of service expected to the service delivered.

Question 27

Differentiate between the procedural aspects and convivial aspects of service. Give one example of each.

Question 28

A gap in delivering service occurs when management's perception of what customers expect is different from the customer's expectations.

Question 29

The procedural dimension of service consists of attitude, body language, and attentiveness.

Question 30

Problems with the restaurant operation have a direct correlation to the percentage of repeat customers.

Question 31

The five dimensions of service are , , ,
, and .

Question 32

Service encounters appear successful because the customer brings high expectations to the encounter.

Question 33

The first gap in delivering service occurs when perceptions about what customers are different from .

Question 34

Identify three of the four gaps that occur when customers are dissatisfied with service. Suggest ways to close these gaps.

Question 35

Ambiguity is a result of employees getting too much information and/or training.

Question 36

What are the five dimensions of service? Give an example of how to achieve each.

Question 37

When trying to improve gaps in the service encounter, management must raise customer expectations to a level higher than the service provided.

Question 38

In detail, describe ways to ensure employee performance.