Question 1

As a service organization's hierarchy becomes more complex and more levels of management are added,the firm is more likely to experience a _____ gap.

Accepted Answer

A) knowledge 
B) standards 
C) delivery 
D) communications 
E) confirmation

Question 2

Which of the following is NOT one the five dimensions that is measured by the SERVQUAL scale?

Accepted Answer

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

Question 3

The ____ dimension is an assessment of the firm's consistency and dependability in service performance.

Accepted Answer

A) tangibles 
B) empathy 
C) responsiveness 
D) assurance 
E) reliability

Question 4

When competing firms begin to overpromise in order to top one another,a ____ gap is likely to occur.

Accepted Answer

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

Question 5

Provide a brief description for each of the five gaps within the conceptual model of service quality.

Accepted Answer

The answer of Provide a brief description for each of...

Question 6

Employees of excellent companies will be neat in appearance is a typical statement within the ____ dimension of the SERVQUAL scale.

Accepted Answer

A) tangibles 
B) reliability 
C) responsiveness 
D) assurance

Question 7

Which of the following is NOT a component of a service quality information system?

Accepted Answer

A) mystery shopping 
B) customer retention interviews 
C) after-sale surveys 
D) employee surveys 
E) total market service quality surveys

Question 8

Which of the following is NOT a key component that needs to be built into every service quality system?

Accepted Answer

A) ​listening 
B) ​reliability 
C) ​servant leadership 
D) ​individual play 
E) ​service design

Question 9

​All of the following statements pertaining to the SERVQUAL scale are correct except:

Accepted Answer

A) ​when the gap score equals zero,the customer is satisfied. 
B) ​the first section of questions asks respondents to record their experiences with excellent firms in the specific service industry. 
C) ​SERVQUAL consists of five service quality dimensions. 
D) ​SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services. 
E) ​SERVQUAL is a 44-item scale.

Question 10

The SERVQUAL dimension that is typically noted as the least important by customers is the ____ dimension.

Accepted Answer

A) tangibles 
B) empathy 
C) responsiveness 
D) assurance 
E) reliability

Question 11

The firm's increased research orientation and enhanced upward communication will assist the firm in decreasing which one of the following gaps?

Accepted Answer

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

Question 12

____ is a short-term,transaction-specific measure.

Accepted Answer

A) Customer satisfaction 
B) Focus group interviews 
C) Noncustomer research 
D) Service quality 
E) Customer retention

Question 13

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

Accepted Answer

A) The questionnaire is too short to adequately assess the dimensions. 
B) The five service quality dimensions do not hold up under statistical scrutiny. 
C) The results do not predict consumer purchase intention. 
D) The perceptions section is of no real value. 
E) More emphasis should be placed on the expectations section.

Question 14

Management's inability to translate what consumers want into a written business plan will increase the size of the _____ gap.

Accepted Answer

A) knowledge 
B) standards 
C) delivery 
D) communications 
E) confirmation

Question 15

The ____ gap is the difference between the service the firm promises to deliver through its external communications and the service it actually delivers to its customers.

Accepted Answer

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

Question 16

A hotel may feel that its customers prefer comfortable rooms,when,in fact,the majority of the hotel's customers spend little time in their rooms and are more interested in on-site amenities such as the pool,spa,and restaurants.This hotel is suffering from a _____ gap.

Accepted Answer

A) knowledge 
B) standards 
C) delivery 
D) communications 
E) confirmation

Question 17

Which of the following statements pertaining to the SERVQUAL scale is correct?

Accepted Answer

A) SERVQUAL compares perceptions to what customers would normally expect. 
B) SERVQUAL is a 22-item scale. 
C) SERVQUAL consists of four service quality dimensions. 
D) SERVQUAL compares perceptions to what a customer should expect from a firm that delivers high-quality services. 
E) SERVQUAL consists of one in-depth and two sub-sections of questions.

Question 18

In general,service quality information systems focus on two types of research: customer research and noncustomer research.List the components of the service quality information system under the appropriate research heading.

Accepted Answer

The answer of In general,service quality information systems focus on...

Question 19

Excellent companies will perform the service right the first time is a typical statement within the ____ dimension of the SERVQUAL scale.

Accepted Answer

A) tangibles 
B) empathy 
C) responsiveness 
D) assurance 
E) reliability

Question 20

The difference between what management perceives consumers to expect and the quality specifications set for service delivery is called the _____ gap.

Accepted Answer

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

Exam 12: Defining and Measuring Service Quality

As a service organization's hierarchy becomes more complex and more levels of management are added,the firm is more likely to experience a _____ gap.

Which of the following is NOT one the five dimensions that is measured by the SERVQUAL scale?

The ____ dimension is an assessment of the firm's consistency and dependability in service performance.

When competing firms begin to overpromise in order to top one another,a ____ gap is likely to occur.

Provide a brief description for each of the five gaps within the conceptual model of service quality.

Employees of excellent companies will be neat in appearance is a typical statement within the ____ dimension of the SERVQUAL scale.

Which of the following is NOT a component of a service quality information system?

Which of the following is NOT a key component that needs to be built into every service quality system?

​All of the following statements pertaining to the SERVQUAL scale are correct except:

The SERVQUAL dimension that is typically noted as the least important by customers is the ____ dimension.

The firm's increased research orientation and enhanced upward communication will assist the firm in decreasing which one of the following gaps?

____ is a short-term,transaction-specific measure.

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

Management's inability to translate what consumers want into a written business plan will increase the size of the _____ gap.

The ____ gap is the difference between the service the firm promises to deliver through its external communications and the service it actually delivers to its customers.

A hotel may feel that its customers prefer comfortable rooms,when,in fact,the majority of the hotel's customers spend little time in their rooms and are more interested in on-site amenities such as the pool,spa,and restaurants.This hotel is suffering from a _____ gap.

Which of the following statements pertaining to the SERVQUAL scale is correct?

In general,service quality information systems focus on two types of research: customer research and noncustomer research.List the components of the service quality information system under the appropriate research heading.

Excellent companies will perform the service right the first time is a typical statement within the ____ dimension of the SERVQUAL scale.

The difference between what management perceives consumers to expect and the quality specifications set for service delivery is called the _____ gap.

All of the following statements pertaining to the SERVQUAL scale are correct except: