Question 1

Service ________ means that a service can only take place at the time the service provider performs it on either the customer or the customer's possessions.
A)inseparability
B)personalization
C)variability
D)intangibility
E)creativity

Accepted Answer

Inseparability refers to the fact that services are produced and consumed simultaneously, and it is not possible to separate the service from the service provider or the customer. This means that a service can only take place at the time the service provider performs it on either the customer or the customer's possessions. Personalization refers to the customization of the service to meet the individual needs of the customer, variability refers to the fact that services are inherently variable due to the presence of human elements, intangibility refers to the fact that services cannot be seen, touched or felt, and creativity refers to the ability to use imagination and innovation to create new services or improve existing ones.

Question 2

Which of the following is true due primarily to the inseparability of services?
A)Customers have to rely on reassuring physical cues that indicate quality service.
B)Service businesses cannot promise the same experience with every service encounter.
C)A service is produced and consumed at the same time.
D)It is impossible for service businesses to exactly match supply with demand.
E)It is difficult for service businesses to live up to guarantees.

Accepted Answer

The inseparability of services means that a service is produced and consumed at the same time. This is true because unlike physical goods, services cannot be produced and stored for future consumption. This has implications for the way that service businesses operate, as they must deliver the service in the moment and cannot rely on inventory or production schedules.

Question 3

Which of the following is NOT true about the SERVQUAL scale?
A)SERVQUAL is not used in connection with gap analysis.
B)The SERVQUAL scale is usually administered in a survey format.
C)Firms often track SERVQUAL scores over time to measure how their service quality has improved.
D)SERVQUAL measures five dimensions of service quality.
E)The SERVQUAL scale remains a popular tool for measuring customer perception of service quality.

Accepted Answer

This statement is not true as the SERVQUAL scale is commonly used in gap analysis to identify gaps between customer expectations and perceptions of service quality.

Question 4

Tangibles,reliability,responsiveness,assurance,and empathy are the five dimensions of service quality used in which of the following?
A)total quality management (TQM)
B)SERVQUAL
C)gap analysis
D)the critical incident technique
E)the market fulfillment approach

Accepted Answer

SERVQUAL is a widely used model for measuring and managing service quality with the five dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Total Quality Management (TQM) focuses on overall quality management, while gap analysis is a tool for identifying gaps between customer expectations and actual service performance. The critical incident technique is a qualitative research method for capturing specific incidents that highlight aspects of service quality, and the market fulfillment approach is a marketing strategy focused on fulfilling customer needs and expectations.

Question 5

Which of the following is an instrument to measure consumers' perceptions of service quality?
A)total quality management (TQM)
B)capacity management
C)credence management
D)SERVQUAL
E)servicescape

Accepted Answer

SERVQUAL is a questionnaire-based research tool used to measure consumers' perceptions of service quality. It consists of 22 questions that assess five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy.

Question 6

The opportunities for ________ provided by the Internet have helped many companies in the financial services area address the problem of the inseparability of services.
A)capacity management
B)disintermediation
C)servicescape management
D)transactional marketing
E)critical incident management

Accepted Answer

Disintermediation refers to the removal of intermediaries or middlemen in a supply chain. In the financial services industry, the Internet has allowed companies to interact directly with customers without the need for traditional intermediaries like brokers or agents. This has helped address the problem of inseparability where customers cannot separate the service from the service provider.

Question 7

Facility exteriors and interiors are part of ________.
A)the servicescape
B)disintermediation
C)the core service
D)the intangibles in a service exchange
E)place marketing

Accepted Answer

The servicescape includes all tangible elements within a service environment, such as facility exteriors and interiors.

Question 8

Which of the following is NOT a way that marketers classify services?
A)services performed directly on the customer
B)services performed directly on the customer's possession
C)services performed indirectly on the customer
D)services consisting of tangible actions
E)services consisting of intangible actions

Accepted Answer

The answer of Which of the following is NOT a...

Question 9

The president of a fast growing company that manages retirement communities states that the degree of caring and individual attention the residents receive is the most important component of service quality for his company.The president would be most likely to focus on the results in which of the following dimensions of the SERVQUAL scale?
A)creativity
B)reliability
C)responsiveness
D)assurance
E)empathy

Accepted Answer

The president's focus on caring and individual attention suggests a focus on empathy, which is one of the dimensions of the SERVQUAL scale. Empathy pertains to the degree to which a company shows care and concern for its customers, and their ability to understand and anticipate customers' needs.

Question 10

Home security services and accounting services are classified as ________.
A)tangible services performed on the customer
B)intangible services performed indirectly on the customer
C)tangible goods delivered to the customer
D)tangible services performed on the customer's possessions
E)intangible services performed on the customer's possessions

Accepted Answer

Home security services and accounting services are intangible services performed on the customer's possessions, as they involve providing expertise and monitoring without a physical product.

Question 11

Karen likes using the SERVQUAL scale to measure her clients' perception of the quality of her hair styling salon because it includes assessing ________,which involves the physical facilities and equipment and professional appearance of the stylists.These aspects are very important for the comfort of her clients.
A)tangibles
B)reliability
C)responsiveness
D)assurance
E)empathy

Accepted Answer

The tangibles dimension of the SERVQUAL scale specifically measures the physical facilities and equipment, as well as the professional appearance of service providers. This dimension is important for creating a comfortable and visually appealing environment for clients.

Question 12

Which of the following statements about the service encounter is true?
A)The quality of service delivered by a company is only as good as its best employee.
B)The customer plays a minimal role in the quality of the service encounter.
C)An employee's actions,words,and physical appearance do not represent the organization.
D)The quality of information provided by the customer does not affect the quality of the service encounter.
E)The service encounter has a social dimension and a physical dimension.

Accepted Answer

The service encounter has both a social dimension (interaction between the customer and employee) and a physical dimension (physical environment and appearance of the employee). Option A is incorrect as the quality of service is not solely dependent on one employee, but rather the overall service culture of the organization. Option B is also incorrect as the customer's role is significant in the service encounter. Option C is incorrect as employee actions, words, and appearance reflect on the organization. Option D is incorrect as the quality of information provided by the customer can greatly impact the quality of service delivered.

Question 13

Insurance,a television program,and a college education are all examples of ________.
A)tangible services
B)intangible services
C)tangible possessions
D)tangible goods
E)intangible goods

Accepted Answer

The answer of Insurance,a television program,and a college education are...

Question 14

The environment in which service is delivered is referred to as the ________.
A)service encounter
B)servicescape
C)commercescape
D)operational factor
E)locational factor

Accepted Answer

The environment in which service is delivered is known as the servicescape. It includes the physical facility, ambient conditions (e.g. lighting, noise, temperature), social cues (e.g. other customers, employee behavior), and other tangibles that can influence a customer's perception of the service. Choice A may refer to a specific type of interaction between a customer and service provider, but does not encompass the broader environmental factors. Choices C, D, and E do not accurately reflect the concept of the servicescape.

Question 15

When using the SERVQUAL scale,a store focused on employee willingness to help customers and provide prompt service would likely pay the most attention to the results in the ________ dimension.
A)creativity
B)empathy
C)assurance
D)responsiveness
E)reliability

Accepted Answer

The dimension that focuses on employee willingness to help customers and provide prompt service is responsiveness. So, a store focused on this aspect would pay the most attention to the results in the responsiveness dimension.

Question 16

Tony,a vice president of the St.Louis One Gateway Credit Union,decided to measure customers' perceptions of the service quality of the credit union.He chose to use the SERVQUAL scale because it included the ________ component,which involves the knowledge and courtesy of employees,as well as their ability to convey trust and confidence.
A)empathy
B)responsiveness
C)assurance
D)reliability
E)creativity

Accepted Answer

The chosen component is related to the assurance dimension of the SERVQUAL scale, which is concerned with the knowledge and competence of service providers and their ability to inspire trust and confidence in customers.

Question 17

The ________ is the interaction between the customer and the service provider.
A)supply-demand exchange
B)transaction point
C)service encounter
D)service program
E)service promotion

Accepted Answer

A service encounter is the interaction between the customer and the service provider. The other options do not accurately describe this interaction. Supply-demand exchange refers to the broader market forces at play, transaction point is a term used in financial transactions, service program refers to the overall strategy and offerings of the service provider, and service promotion refers to marketing efforts to promote the service.

Question 18

People,places,and ideas are all ________ that often need to be "sold" by someone and "bought" by someone else.
A)tangibles
B)goods
C)intangibles
D)values
E)benefits

Accepted Answer

Tangibles and goods are physical objects and not applicable to ideas or places. Values and benefits are related to personal beliefs and advantages, respectively, but do not encompass the broader category of people, places, and ideas that need to be "sold" and "bought." Intangibles, on the other hand, refer to abstract concepts or ideas that cannot be touched or seen, making it the best choice for this question.

Question 19

Which of the following is used to measure the difference between a customer's expectations of service quality and what actually occurred?
A)break-even analysis
B)SERVQUAL
C)the critical incident technique
D)gap analysis
E)SWOT analysis

Accepted Answer

The answer of Which of the following is used to...

Question 20

A Colorado ski resort opens its mountain ski trails during the summer months for the recreational enjoyment of mountain bike riders.The resort is doing which of the following?
A)using disintermediation
B)using total quality management (TQM)
C)using capacity management
D)maintaining the core service
E)using gap analysis

Accepted Answer

The resort is using capacity management, which refers to the process of managing the capacity of a service to meet the demand for it. By opening its mountain ski trails during the summer months for mountain bike riding, the resort is utilizing its available capacity to offer a different recreational experience to customers during the off-season. This allows the resort to increase its revenue by utilizing its resources in a more efficient way.

Quiz 12: Delivering the Customer Experience: Bricks and Clicks

Service ________ means that a service can only take place at the time the service provider performs it on either the customer or the customer's possessions.

Which of the following is true due primarily to the inseparability of services?

Which of the following is NOT true about the SERVQUAL scale?

Tangibles,reliability,responsiveness,assurance,and empathy are the five dimensions of service quality used in which of the following?

Which of the following is an instrument to measure consumers' perceptions of service quality?

The opportunities for ________ provided by the Internet have helped many companies in the financial services area address the problem of the inseparability of services.

Facility exteriors and interiors are part of ________.

Which of the following is NOT a way that marketers classify services?

Home security services and accounting services are classified as ________.

Which of the following statements about the service encounter is true?

Insurance,a television program,and a college education are all examples of ________.

The environment in which service is delivered is referred to as the ________.

When using the SERVQUAL scale,a store focused on employee willingness to help customers and provide prompt service would likely pay the most attention to the results in the ________ dimension.

The ________ is the interaction between the customer and the service provider.

People,places,and ideas are all ________ that often need to be "sold" by someone and "bought" by someone else.

Which of the following is used to measure the difference between a customer's expectations of service quality and what actually occurred?

A Colorado ski resort opens its mountain ski trails during the summer months for the recreational enjoyment of mountain bike riders.The resort is doing which of the following?