Question 1

A service company can differentiate itself on three levels.The first is reliability,the second is resilience,and the third is ________.

Accepted Answer

The question states that a service company can differentiate itself on three levels, with the first being reliability and the second being resilience. Therefore, the best choice for the third level would be innovativeness as it is a common factor for service companies to strive for continuous improvement and innovation in order to stand out in the market. Employees and teamwork are important factors in operating a successful service company, but they are not specific levels of differentiation mentioned in the question. Assuredness is not a term commonly associated with differentiating a service company.

Question 2

According to the service-quality model,the first "gap" is the one between ________.

Accepted Answer

The answer of According to the service-quality model,the first "gap"...

Question 3

________ describes the employees' skill in serving the client.

Accepted Answer

The answer of ________ describes the employees' skill in serving...

Question 4

To match supply and demand on the supply side,marketers can employ a number of strategies.Which of the following is NOT one of these strategies?

Accepted Answer

The answer of To match supply and demand on the...

Question 5

Factors that lead to customer switching behavior include all of the following EXCEPT ________.

Accepted Answer

The answer of Factors that lead to customer switching behavior...

Question 6

According to the service-quality model,the second "gap" is the one between ________.

Accepted Answer

The answer of According to the service-quality model,the second "gap"...

Question 7

According to the service-quality model,the fourth "gap" is the one between ________.

Accepted Answer

The answer of According to the service-quality model,the fourth "gap"...

Question 8

Not all SSTs improve service quality,but they have the potential of making service transactions more accurate,________,and faster.

Accepted Answer

SSTs have the potential of making service transactions more accurate, convenient, and faster. While they may not necessarily improve service quality, they can certainly enhance the overall service experience by providing a more efficient and convenient way for customers to complete transactions.

Question 9

In the context of holistic marketing,________ describes the normal work of preparing,pricing,distributing,and promoting the service to customers.

Accepted Answer

The answer of In the context of holistic marketing,________ describes...

Question 10

According to Berry,Parasuraman,and Zeithaml,________ is the single most important dimension of service quality.

Accepted Answer

According to Berry, Parasuraman, and Zeithaml's SERVQUAL model, reliability is the most important dimension of service quality. This refers to the ability to perform the promised service dependably and accurately, and it forms the basis for customers' overall perceptions of service quality. While other dimensions, such as tangibles and empathy, also play a role in shaping perceptions of service quality, reliability has been consistently found to have the greatest impact.

Question 11

According to the service-quality model,the fifth "gap" is the one between ________.

Accepted Answer

The fifth gap in the service-quality model is between perceived service and expected service, indicating that customers may have a different perception of the service they have received compared to what they expected. This gap can occur due to a variety of reasons, such as poor communication, inadequate training of employees, or a mismatch between the service promised and the service actually delivered.

Question 12

Top service companies are "customer obsessed." They have a clear sense of their target customers and their needs.Their management looks not only at financial performance on a monthly basis,but also at ________.

Accepted Answer

The answer of Top service companies are "customer obsessed." They...

Question 13

Firms have decided to raise fees and lower service to those customers who barely pay their way and to coddle big spenders to retain their patronage as long as possible,an example of organizing customers by ________.

Accepted Answer

Organizing customers by profit tiers involves categorizing customers based on the revenue they generate for the firm. This approach allows firms to differentiate their service offerings and pricing strategies based on the profitability of each segment. In this case, the firm is targeting big spenders (high-profit customers) for special treatment and raising fees and lowering service levels for customers who barely pay their way (low-profit customers).

Question 14

There are shifts that favor the customer in the client relationship.Customers are now becoming more sophisticated about buying product-support services and are pressing for ________.

Accepted Answer

Services unbundling refers to customers wanting to choose and pay only for the specific services they need, rather than being forced to purchase a bundle of services. This shift favors the customer as it gives them more control over their expenses and ensures they are only paying for what they actually need.

Question 15

To match demand and supply,service marketers can utilize a number of strategies on the demand side.Which of the following is NOT one of these strategies?

Accepted Answer

The answer of To match demand and supply,service marketers can...

Question 16

According to the service-quality model,the third "gap" in their service-quality model is the gap between ________.

Accepted Answer

The third gap in the service-quality model is the gap between service-quality specifications and service delivery. This refers to the disconnect between what management has stated as the standard for quality service and what is actually being delivered to customers. This gap can occur due to a variety of reasons, including inadequate training or resources, poor communication, and ineffective service design.

Question 17

Clients judge the service outcome not only by its ________ but also by its functional quality.

Accepted Answer

The statement mentions that clients judge the service outcome not only by its technical quality but also by its functional quality. Therefore, the best choice is E, which refers to the technical quality.

Question 18

Holistic marketing for services requires external,________,and internal marketing.

Accepted Answer

The answer of Holistic marketing for services requires external,________,and internal...

Question 19

The five determinants of service quality include all of the following EXCEPT ? ________.

Accepted Answer

The five determinants of service quality are empathy, assurance, responsiveness, reliability, and tangibles. Reputation is not typically considered a determinant of service quality, as it is more related to overall brand perception and image.

Question 20

There is a(n)________ where consumer perceptions on a service dimension would be deemed satisfactory,anchored by the minimum level consumers would be willing to accept and the level that customers believe can and should be delivered.

Accepted Answer

The zone of tolerance refers to the range of acceptable service quality, which is anchored by the minimum level consumers would be willing to accept and the level that customers believe can and should be delivered. Option A, empathy, refers to a customer service skill and is not related to the question. Option C, zone of forgiveness, and option D, perceived forgiveness, are not relevant to the concept of service quality perception. Option E, value definition, does not relate to the given question, which specifically asks about consumer perceptions of service quality.

Quiz 13: Designing and Managing Services