Question 1

A beach resort provides a questionnaire to its customers when they are checking out of the resort that asks customers to rate the service based on different service quality dimensions.The resort will use their answers to check if the services have met customer expectations.This information will help the resort to:

Accepted Answer

The zone of tolerance refers to the range of service performance that a customer considers acceptable. By analyzing customer feedback on service quality, the resort can determine if their services fall within this acceptable range.

Question 2

An electronics retail chain asked its customers to rate the service it provides at its customer support division based on the inclination and alertness of staff members in providing service to customers.The service dimension that the company is trying to evaluate in this scenario is:

Accepted Answer

The company is evaluating "responsiveness," which refers to the willingness and readiness of staff to help customers and provide prompt service, as indicated by the focus on inclination and alertness.

Question 3

Jane prefers to visit a particular hair salon because of its skilled hair stylists who are friendly and have gained her trust by providing good service during her previous visits.The service dimension influencing Jane's decision to stick to the same service provider is:

Accepted Answer

Reliability refers to the ability of a service provider to perform the promised service dependably and accurately. In this case, Jane trusts the hair stylists because they have consistently provided good service during her previous visits, indicating reliability.

Question 4

The dimension of responsiveness used by customers to determine overall service quality refers to the:

Accepted Answer

Responsiveness refers to the willingness of service providers to help customers and provide prompt service.

Question 5

When a firm is questioning its customers about a service quality dimension that relates to customers' desired and expected level of service, the firm is trying to define the:

Accepted Answer

The zone of tolerance refers to the range between customers' desired level of service and the minimum level of service they are willing to accept. By questioning customers about these levels, a firm can better understand and define this zone.

Question 6

Valuemart, a supermarket chain, trains its employees to perform their tasks according to the guidelines set by the firm.This method employed by them will help the firm in reducing the
Gap)

Accepted Answer

The correct answer is C: standards. The passage states that Valuemart trains its employees to perform their tasks according to the guidelines set by the firm. This method will help the firm in reducing the gap between the expected and actual performance of its employees.

Question 7

Eric prefers to travel by a particular airline because he is impressed by the care and attention provided by its staff to make the passengers feel valued and special.The service dimension influencing Eric's decision to choose that airline is:

Accepted Answer

Empathy refers to the provision of caring, individualized attention to customers, which aligns with Eric's preference for the airline's staff making passengers feel valued and special.

Question 8

An ongoing marketing research system that collects customer insights and intelligence to influence and drive business decisions is:

Accepted Answer

A voice-of-customer program is a systematic approach to collecting customer insights and feedback, which is used to inform and drive business decisions.

Question 9

The caring, individualized attention provided to customers is referred to as , a dimension used by customers to determine overall service quality.

Accepted Answer

Empathy refers to the caring, individualized attention provided to customers, which is a key dimension in assessing overall service quality.

Question 10

A well-known restaurant asked its customers to evaluate its service quality by filling out a questionnaire.The analysis of the questionnaire showed that the restaurant scored below the zone of tolerance on the tangibles dimension.This implies that the customers were not happy with the:

Accepted Answer

The tangibles dimension of service quality refers to the physical facilities, equipment, and appearance of employees. Since the restaurant scored below the zone of tolerance on this dimension, it means that customers were not satisfied with the facilities provided by the restaurant.

Question 11

Dr.White is experienced and is regarded as highly knowledgeable.Patients prefer to consult him as he instills faith and confidence in them.The dimension of service influencing the decision of patients in this scenario is:

Accepted Answer

Assurance refers to the confidence and trust that a service provider instills in their clients, often through their knowledge and credibility, which is why patients prefer Dr. White.

Question 12

The appearance of physical facilities, equipment, personnel, and communication materials is summarized by the service dimension called:

Accepted Answer

The appearance of physical facilities, equipment, personnel, and communication materials refers to the tangible aspects of the service, which is one of the five service dimensions. Tangibles reflect the customer's perception of the service provider's physical resources and appearance, which can either enhance or detract from their overall experience. As such, ensuring that facilities and equipment are well-maintained and that personnel are well-groomed and appropriately attired is essential to creating a positive impression on customers.

Question 13

The University of Westry has a very traditional campus with an old-world look and feel.Dorm rooms are large, but the bathrooms look a little old.Which of the five service quality dimensions does this reflect?

Accepted Answer

Tangibility refers to the physical facilities, equipment, and appearance of personnel, which includes the look and feel of the campus and dorm rooms.

Question 14

The service dimension that refers to the knowledge of and courtesy by employees and their ability to convey trust and confidence is called:

Accepted Answer

The service dimension that refers to the knowledge of and courtesy by employees and their ability to convey trust and confidence is called assurance.

Question 15

A new hotel in the city styles its rooms in a contemporary manner and provides modern amenities such as wireless Internet and a 3-D gaming arena that caters to the younger population.These facilities represent which of the following service dimensions?

Accepted Answer

The facilities mentioned, such as wireless Internet and a 3-D gaming arena, are physical aspects of the service, which fall under the 'tangibles' dimension.

Question 16

An excellent and straightforward method for assessing customers' service expectations is making effective use of:

Accepted Answer

Customer complaint behavior provides direct insights into service expectations and areas needing improvement, making it an effective method for assessment.

Question 17

Sara does not like to wait for long before being served at a restaurant.Hence, the dimension of service that will influence Sara when she rates the quality of service at the restaurant will be:

Accepted Answer

Responsiveness refers to the willingness and ability of service providers to promptly assist customers and provide timely service, which directly relates to Sara's concern about not wanting to wait long.

Question 18

The residents of Lifelife, a retirement home in Canada, are provided with good care and the volunteers who help them provide complete attention to their needs.The residents are happy with the service being provided to them.The dimension of service on which the retirement home will score high is:

Accepted Answer

Empathy refers to the provision of caring, individualized attention to customers, which aligns with the description of volunteers providing complete attention to the residents' needs.

Question 19

Skyline Aviation is unable to gain the trust of its customers because its ground operations staff is inefficient and discourteous when handling customer queries during service failures.The customers of this airlines are likely to rate it below the zone of tolerance in the dimension.

Accepted Answer

The answer of Skyline Aviation is unable to gain the...

Question 20

The area between customers' expectations regarding their desired service and the minimum level of acceptable service is called the:

Accepted Answer

The zone of tolerance is the area between customers' expectations regarding their desired service and the minimum level of acceptable service.

Quiz 10: Transacting Value Pricing Concepts and Strategies : Establishing Value