Question 1

The 'gap theory' of service quality improvement refers to the gap between:

Accepted Answer

A)   How much consumers paid and how much they used the product
B)   Service delivery and external communications about the service
C)   Consumer attitudes and organizational attitudes
D)   Consumer experiences and organizational experiences B

Question 2

Quality is defined in the same way for both sport goods and sport services.

Accepted Answer

A) True 
 B)False  False

Question 3

The input consumers have into the creation of value in a consumption experience is called:

Accepted Answer

A)   Service quality
B)   Customer satisfaction
C)   Co-creation
D)   Value adding C

Question 4

Which of the following is NOT a key satisfaction driver?

Accepted Answer

A)   Home ground
B)   Service to members
C)   Marketing and communications
D)   Player administration

Question 5

Which of the following satisfaction drivers is mostly outside the short-term control of team management?

Accepted Answer

A)   On-field performance
B)   Service to members
C)   Membership arrangements
D)   Home ground

Question 6

Service ___________ is/are used by many organisations to create an easily understood picture of how a service will be provided to customers and how those customers will interact with the service.

Accepted Answer

A)   Requirements
B)   Blueprinting
C)   Schematics
D)   Quality

Question 7

Which of the following is a way to measure customer perceptions of quality?

Accepted Answer

A)   Unsolicited feedback provided to staff at a soccer match
B)   Customer surveying
C)   Twitter posts about Nike's newest shoes
D)   All of the above

Question 8

In the context of season ticket holders, the churn rate describes:

Accepted Answer

A)   The proportion of season ticket holders who do not renew the following year
B)   The proportion of season ticket holders who renew each year
C)   The proportion of season ticket holders who become lifetime season ticket holders
D)   None of the above

Question 9

Which of the following is likely to be the strongest driver of the satisfaction of sport season ticket holders?

Accepted Answer

A)   The way the team is administered
B)   The teams' marketing and communications
C)   How personally involved fans feel with the team
D)   Attitudes towards the home ground where the team plays

Question 10

The umbrella term _____________ captures the core tangible product offering of the team to its season ticket holders.

Accepted Answer

A)   Personal seat licenses
B)   Member benefits
C)   Membership arrangements
D)   None of the above

Question 11

Satisfied customers are more likely to repurchase the product again. Why?

Accepted Answer

A)   Because they are less likely to look at competitor offerings
B)   Because they are time poor and habitually buy products that have satisfied them in the past
C)   Because it is less risky to repurchase a product that satisfied them previously
D)   All of the above

Question 12

Attending a local yoga class is an example of:

Accepted Answer

A)   Sports good
B)   Sports demographic
C)   Sports service
D)   Service quality

Question 13

Which of the following should be evaluated when examining sport product or service quality?

Accepted Answer

A)   Physical environments
B)   Interactions
C)   Outcomes
D)   All of the above

Question 14

Personal involvement is the least tangible of the seven key satisfaction drivers.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is a positive outcome of customers satisfaction?

Accepted Answer

A)   Repeat purchase and word-of-mouth
B)   Additional attendance and concessions
C)   Increased viewing and media consumption
D)   All of the above

Question 16

Which of the following is a key aspect of customer service as per SERVQUAL?

Accepted Answer

A)   Reliability
B)   Responsiveness
C)   Building trust
D)   All of the above

Question 17

____________ refers to the fact that many service aspects cannot be held, smelt, tasted, or seen.

Accepted Answer

A)   Tangibility
B)   Intangibility
C)   Variability
D)   Co-creation

Question 18

_____________ is a complex blend of understanding what a customer requires and delivering it profitably in the right way at the right time.

Accepted Answer

A)   Customer management
B)   Consumer research
C)   Service quality
D)   Satisfaction

Question 19

Satisfaction is the difference between customers' expectations prior to consumption and their perceptions of the actual experience.

Accepted Answer