Question 1

Which of the following is NOT a factor influencing the delivery gap?

Accepted Answer

A)   willingness to perform
B)   employee-job fit
C)   role ambiguity
D)   overpromising
E)   inadequate support D

Question 2

Which of the following statements is correct?

Accepted Answer

A)   customer satisfaction leads to perceived service quality
B)   service quality leads to customer satisfaction
C)   service quality leads to increased purchasing behavior
D)   customer satisfaction leads to increased purchasing behavior
E)   the relationship between service quality and customer satisfaction and howthese two concepts relate to purchasing behavior remains largely unexplained E

Question 3

Which of the following is a major criticism of the SERVQUAL scale?

Accepted Answer

A)   short questionnaire
B)   validity of the five service quality dimensions
C)   does not predict consumer purchase intention
D)   contact personnel
E)   none of the above B

Question 4

The difference between management perceptions of customer expectations andand standards specifying service to be delivered is called the:

Accepted Answer

A)   knowledge gap
B)   standards gap
C)   delivery gap
D)   communications gap
E)   service gap

Question 5

The SERVQUAL dimension that measures consumer views that reflect thesecurity of the firm's operations is the ________ dimension.

Accepted Answer

A)   tangibles
B)   employee satisfaction
C)   responsiveness
D)   assurance
E)   reliability

Question 6

The __________ occurs between the actual performance of a service and thestandards set by management.

Accepted Answer