Deck 15: Service Quality

Question 1

How can service quality be defined?

A) Conformance to clearly specified requirements
B) Product meets customer needs and is free of deficiencies
C) Features of a product or service satisfy stated or implied needs
D) Source of satisfaction or delight for the customer
E) All of the above

Answer 1

E

Question 2

What are the five factors of the SERVQUAL model of service quality?

A) Dependability, Guarantee, Materials, Empathy, Receptivity
B) Reliability, Reassurance, Tangibles, Sympathy, Accessible
C) Reliability, Assurance, Tangibles, Empathy, Responsiveness
D) Consistency, Promise, Materials, Compassion, Reactivity
E) None of the above

Answer 2

C

Question 3

Which of the following is an example of a primary service in a fitness club?

A) Equipment
B) Merchandise sales
C) Food and beverage
D) Parking availability
E) None of the above

Answer 3

A

Question 4

Which of the following is an example of a peripheral service in a fitness club?

A) Providing personal training
B) Maintaining the equipment and facilities
C) Prescribing an exercise program
D) Laundry services
E) All of the above

Question 5

All of the following are examples of quality in sport tourism EXCEPT

A) Access quality
B) Accommodation quality
C) Economic quality
D) Venue quality
E) Contest quality

Question 6

What do core service factors in a spectator sport include?

A) Home team
B) Opposing team
C) Schedule convenience
D) Ticket services
E) All of the above

Question 7

What are the four standards of quality, as identified by Chelladurai and Chang?

A) Quality, worth, conformance to conditions, meeting or exceeding customers' expectations
B) Excellence, value, conformance to specifications, meeting or exceeding customers' expectations
C) Quality, value, conformance to conditions, meeting or exceeding customers' expectations
D) Excellence, worth, conformance to specifications, meeting or exceeding customers' expectations
E) None of the above

Question 8

Quality as value refers to which of the following?

A) The best product
B) The cheapest price
C) A combination of the product and price
D) None of the above
E) All of the above

Question 9

This is when the product meets quality requirements:

A) Quality as value
B) Quality as law
C) Quality as excellence
D) Quality as conformance to specifications
E) None of the above

Question 10

The work of Parasuraman and colleagues identified how many gaps in service delivery?

A) Two
B) Three
C) Four
D) Five
E) Six

Question 11

The definition of consumer services implies that:

A) The client knows what he or she wants
B) The client has specific expectations for that service
C) The customer is always right
D) Management does not necessarily have to meet customer expectations
E) Both A & B

Question 12

In the SERVQUAL model, which factor indicates whether the employees cultivate trust and confidence through their knowledge and courtesy?

A) Responsibility
B) Assurance
C) Sympathy
D) Tangibles
E) Empathy

Question 13

Which of the following is NOT a dimension of service quality in campus recreation?

A) Program quality
B) Interaction quality
C) Outcome quality
D) Contest quality
E) Physical environment quality

Question 14

In the perspective of quality as conformance to specifications, consumer needs and desires are not appropriate to services because the nature and quality of the service is largely determined by individual differences that characterize each employee and client.

Question 15

A product has value for a client only if it satisfies his or her needs.

Question 16

Customer expectations are not a valid basis for judgment of quality.

Question 17

Facilities, the surrounding scenery, the quality of playing surfaces, and equipment are all examples of the reliability of service quality.

Question 18

Game promotion is considered a core service of quality in spectator sport.

Question 19

As a service is simultaneously produced and consumed, the interactions between the service provider and the client are insignificant.

Question 20

Sport managers should focus on the dimensions that are important to wealthy individuals more so than those dimensions that are important to those with only modest means.

Question 21

Excellence refers to the best attainable standard, which requires small investments and hiring those with the best talent and skills for delivering the service.

Question 22

Quality is a function of the extent to which specifications are met.

Question 23

If a service meets or exceeds customers' expectations, the service is deemed to be of quality that is referred to as consumer-based quality.

Question 24

Gaps in service delivery may occur between what the customer expects and what the management thinks the customer expects.

Question 25

Managers of sport organizations should be vigilant in detecting service failures and ignoring them.

Question 26

Amenities of physical surroundings to sports stadiums and arenas, such as the quality of playing surfaces and the equipment, are sometimes referred to as gamescape.

Question 27

Clients, not employees, are a more integral part of the input-throughput-output process of producing a service.

Question 28

When evaluating service quality, value can be described as the best product or the cheapest price.

Question 29

A product with good service quality will meet the customer's ____________________ and will be free of __________________________.

Question 30

The SERVQUAL model of service quality dimensions is composed of five factors: _____________________, _______________________, ______________________________, _________________________ and _____________________________.

Question 31

Specialized services have unique attributes that may involve sequential _________________ or stages of service delivery.

Question 32

In the quality of fitness services, things such as merchandise sales, availability of sports drinks and nutrition bars, and other services not related to fitness itself are considered _____________________________ services.

Question 33

Professional services and consumer services that are offered within the confines of a fitness building and with the use of suitable equipment are called ____________________________

Question 34

Four factors in the quality of sport tourism services are _______________________________, _________________________, _______________________ and ________________________.

Question 35

Service quality can be measured by the difference between estimates of _________________ and _________________________.

Question 36

The four standards of quality are ________________________, ________________________, __________________________ and ____________________________.

Question 37

Quality as value refers to the optimal combination of both ___________________ and ___________________.

Question 38

The _______________________ and ________________________ of service failures constitute a target of evaluation.

Question 39

The physical surroundings of sport stadiums and arenas-including facilities, surrounding scenery, quality of playing surfaces, and equipment-are all considered part of the _____________________________.

Question 40

In relation to a fitness club, _________________________________ include exercise testing and prescription, personal training and exercise leadership, whereas __________________________________ include reception, reservation and towel services.

Question 41

The dimension in the quality of sport tourism that deals with such components as the city where the event is held, the sport venue, and the lodging accommodations is __________________________________.

Question 42

________________________________________ include the home team, the opposing team, economic considerations, game promotion, and schedule convenience, while ___________________________________ include game amenities, ticket services, and venue quality.

Question 43

In reference to quality in campus recreation, ____________________________________ takes into consideration the employee-client and inter-client interactions.

Question 44

_______________________________________ are important as the basis for judgment of quality, including the hope that parking facilities will be adequate and easily accessible, locker rooms and showers will be clean, and the equipment will be well-maintained and safe.

Question 45

In ______________________________, each client is simultaneously a resource and the product of the service enterprise as well as a co-producer of the service.

Question 46

The concept ______________________________________ means that as long as a service meets or exceeds customers' expectations, the service is deemed to be of quality.

Question 47

Failure to satisfy customers happens because of five _______________________ in the process of assessing what the customer desires and what is delivered, including what the customer expected and what he or she perceived the service to be.