Question 1

The basis of the Gap model of Service Quality is the ________.

Accepted Answer

A)  examination of the differences between the objectives of management and employees 
B)  elimination of gap between an organization's and its employees' perceptions of the customer experience 
C)  recognition of suitable techniques for resource management to achieve better service quality 
D)  identification and measurement of differences in five key areas of the service delivery process 
E)  improvisation of the face-to-face time between customer and service provider, often called the moment of truth

Question 2

The ability to provide prompt service and to respond quickly to customer requests is called reliability.

Accepted Answer

A) True 
 B)False

Question 3

Gap 5 in the Gap Model of Service Quality is unique in that it is the only gap that occurs ________.

Accepted Answer

A)  between management's and customers' expectations 
B)  between consumers' expectations and the perception of the service they receive 
C)  actual service quality specifications and actual service delivery 
D)  in small businesses but not in larger ones 
E)  actual service delivery and what a firm promises to deliver

Question 4

The four characteristics of services are that they are ________.

Accepted Answer

A)  inseparable, perishable, intangible, and variable 
B)  tangible, quantifiable, reliable, and durable 
C)  variable, dependable, repairable, and customized 
D)  customized, standardized, formalized, and categorized 
E)  specialized, tangible, standardized, and perishable

Question 5

Which of the following is NOT a distinct characteristic of services that is different from physical goods?

Accepted Answer

A)  variability 
B)  perishability 
C)  reliability 
D)  intangibility 
E)  inseparability

Question 6

Define and give examples of the four characteristics of services: intangibility, inseparability, variability, and perishability.

Accepted Answer

The answer of Define and give examples of the four...

Question 7

Explain the three basic axioms that support the concept of service-dominant logic.

Accepted Answer

The answer of Explain the three basic axioms that support...

Question 8

Employees play a critical role in the success of services because of their inseparability and variability.

Accepted Answer

A) True 
 B)False

Question 9

Service failure, when properly handled through service recovery, does not necessarily impact customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 10

A service is a product in a sense that it represents a bundle of benefits that can satisfy customer wants and needs, yet it does so without ________.

Accepted Answer

A)  people 
B)  price perceptions 
C)  physical form 
D)  time utility 
E)  ethics

Question 11

José, an employee of a company that has worked hard to have a customer mind-set, understands that ________.

Accepted Answer

A)  whether internal or external to the firm, satisfying customers is central to doing his job well 
B)  all members of the firm must get to work on time and start their computers by 8:30 a.m. 
C)  it is essential to generate an understanding of the marketplace and keep that information confidential 
D)  products must be produced solely for loyal customers from higher socio-economic status 
E)  system capability must be aligned externally so that the organization can respond with competitively similar goods and services

Question 12

It may be more accurate to think of a service as being ________ rather than produced.

Accepted Answer

A)  designed 
B)  modified 
C)  performed 
D)  created 
E)  developed

Question 13

Which of the following services is MOST likely to be high in credence attributes?

Accepted Answer

A)  restaurants 
B)  hair cuts 
C)  tax preparation 
D)  child care facilities 
E)  vacations

Question 14

With services, continual investment in training, retraining, and good management of people is required if ________.

Accepted Answer

A)  variability is to be consistently low 
B)  tangibility is to be consistently low 
C)  inseparability is to be consistently high 
D)  intangibility is to be consistently high 
E)  perishability is to be consistently high

Question 15

________ represents a formalization of the measurement of customer expectations of a service compared to perceptions of actual service performance.

Accepted Answer

A)  Customer delight 
B)  Service encounter 
C)  Service quality 
D)  Service excellence 
E)  Moment of truth

Question 16

As noted in the text, Caesars Entertainment has found that its ROI for customers in the "Zone of Defection" is considerably higher than in the other zones.

Accepted Answer

A) True 
 B)False

Question 17

The ultimate Caesars customer is the "apostle"; they are highly satisfied, fiercely loyal, frequent Caesars guests who serve as strong advocates for the Caesars experience to friends and acquaintances.

Accepted Answer

A) True 
 B)False

Question 18

What is the Gap Model of Service Quality? Describe the five gaps and give examples of each.

Accepted Answer

The answer of What is the Gap Model of Service...

Question 19

A fundamental rule in marketing is to set high customer expectations.

Accepted Answer

A) True 
 B)False

Question 20

Firms that employ service as a marketing strategy must plan ahead for service ________ and train employees to properly execute service recovery.

Accepted Answer

A)  differentiation 
B)  specification 
C)  failure 
D)  orientation 
E)  encounter

Exam 10: Service as the Core Offering

The basis of the Gap model of Service Quality is the ________.

The ability to provide prompt service and to respond quickly to customer requests is called reliability.

Gap 5 in the Gap Model of Service Quality is unique in that it is the only gap that occurs ________.

The four characteristics of services are that they are ________.

Which of the following is NOT a distinct characteristic of services that is different from physical goods?

Define and give examples of the four characteristics of services: intangibility, inseparability, variability, and perishability.

Explain the three basic axioms that support the concept of service-dominant logic.

Employees play a critical role in the success of services because of their inseparability and variability.

Service failure, when properly handled through service recovery, does not necessarily impact customer satisfaction.

A service is a product in a sense that it represents a bundle of benefits that can satisfy customer wants and needs, yet it does so without ________.

José, an employee of a company that has worked hard to have a customer mind-set, understands that ________.

It may be more accurate to think of a service as being ________ rather than produced.

Which of the following services is MOST likely to be high in credence attributes?

With services, continual investment in training, retraining, and good management of people is required if ________.

________ represents a formalization of the measurement of customer expectations of a service compared to perceptions of actual service performance.

As noted in the text, Caesars Entertainment has found that its ROI for customers in the "Zone of Defection" is considerably higher than in the other zones.

The ultimate Caesars customer is the "apostle"; they are highly satisfied, fiercely loyal, frequent Caesars guests who serve as strong advocates for the Caesars experience to friends and acquaintances.

What is the Gap Model of Service Quality? Describe the five gaps and give examples of each.

A fundamental rule in marketing is to set high customer expectations.

Firms that employ service as a marketing strategy must plan ahead for service ________ and train employees to properly execute service recovery.