Question 1

When customers feel uncertain about their ability to evaluate services with high levels of credence qualities such as banking and insurance,the ________ dimension of service quality is likely to be particularly important.

Accepted Answer

Assurance is the dimension of service quality that refers to the knowledge and courtesy of employees, their ability to convey trust and confidence, and their ability to communicate in a credible manner. When customers feel uncertain about their ability to evaluate services that have high levels of credence qualities, such as banking and insurance, they are likely to rely on signals of assurance, such as the professionalism and expertise of the service providers.

Question 2

Why would a blood bank,which pays people for their blood donations and then sells this blood to hospitals,use the name Blood Assurance?

Accepted Answer

The name "Blood Assurance" emphasizes the assurance dimension of service quality, which inspires trust and confidence. This is important for a blood bank, as customers need to trust that the blood they receive is safe and reliable. The use of the term "assurance" also implies a sense of security and reliability, which is important in a healthcare setting where mistakes or errors can have serious consequences.

Question 3

Ally Bank advertises "24/7 live customer care" which means that customer can call by telephone and speak with a human being about their banking matters any time of day or night.Ally Bank customers never have to talk to a machine.With this service feature,Ally Bank is emphasizing the _________ dimension of service quality.

Accepted Answer

The answer of Ally Bank advertises "24/7 live customer care"...

Question 4

In a __________ encounter,both verbal and non-verbal behaviors are determinants of quality,as are tangible cues such as employee appearance and informational brochures.

Accepted Answer

In a face-to-face encounter, both verbal and non-verbal behaviors are determinants of quality, and tangible cues such as employee appearance and informational brochures also play a role in the customer's perception of service quality. Public, personal, symbiotic, and customer-controlled encounters may not involve direct interaction where both verbal and non-verbal behaviors are as important.

Question 5

Which of the following are determinants of service quality in a face-to-face service encounter?

Accepted Answer

All of the above factors contribute to service quality in a face-to-face service encounter. The verbal behavior of employees and customers affects the communication and level of understanding between them. The decor of the physical environment helps create a positive atmosphere and sets expectations for the service provided. The appearance of employees can influence customer perceptions of competence and professionalism.

Question 6

When consumers have problems with a Web site,they use _____ dimensions to evaluate e-service quality.

Accepted Answer

When consumers face issues with a website, they evaluate e-service quality based on responsiveness (how quickly and effectively the service addresses their issues), compensation (what is offered to rectify the problem), and contact (ease of reaching support).

Question 7

Phone encounters are a type of ___________ in which tone of voice,employee knowledge,and effectiveness of handling customer issues are important criteria for judging quality.

Accepted Answer

Technology-mediated encounters involve interactions where technology plays a central role in the communication process. In phone encounters, the tone of voice, employee knowledge, and effectiveness in handling customer issues are crucial for assessing the quality of the interaction, fitting the characteristics of technology-mediated encounters.

Question 8

To determine the source of customers' favorable and unfavorable perceptions in service encounters,researchers use which of the following research methods?

Accepted Answer

The critical incident technique is a research method used to determine the source of customers' favorable and unfavorable perceptions in service encounters. This method involves collecting detailed information about specific incidents with the aim of identifying the factors that contributed to the customer's satisfaction or dissatisfaction. The other options, trailer calls, mall intercept interviews, role-playing experiments, and thematic apperception tests, are not specifically tailored to identifying sources of customer perceptions in service encounters.

Question 9

On a recent trip to Disneyland,Rose had her picture taken with Minnie Mouse.After the picture was taken,Minnie Mouse signed Rose's autograph book.Rose's interaction with Minnie Mouse was actually a(n)_______ with Disneyland.

Accepted Answer

Rose's interaction with Minnie Mouse can be classified as a service encounter because it involved the provision of a service, which was taking a picture and signing an autograph. It was part of the overall services that Disneyland provides to its visitors.

Question 10

The greatest potential variability in the interaction between a customer and a service firm occurs in a(n)_____ service encounter.

Accepted Answer

Face-to-face interactions between customers and service firms provide the most potential for variability because they involve direct contact and communication between the two parties, incorporating nonverbal cues, emotions, and personal preferences. In contrast, detached or phone encounters may be more standardized or scripted, and public or integrated communication encounters typically involve less direct interaction with the service firm.

Question 11

The Walt Disney Company dress code requires male cast members with mustaches or beards to trim their facial hair to no longer than one-quarter of an inch and be well-groomed.Male cast members without mustaches and beards must be clean shaven every day.All cast members must keep their nametags visible at all times,have no visible tattoos,and be professional in appearance.The Walt Disney Company's dress code reflects the _____ dimension of service quality.

Accepted Answer

The Walt Disney Company's dress code relates to the tangible dimension of service quality, which includes the physical appearance of employees, facilities, and equipment. The dress code ensures that all employees have a professional appearance, which contributes to the overall quality of the experience for guests.

Question 12

The _____ dimension of service quality is the caring,individualized attention given to customers.

Accepted Answer

Empathy is defined as the ability to understand and share the feelings of another. In the context of service quality, empathy refers to the individualized attention given to customers, showing that the service provider cares about their needs and concerns. This can include personalized greetings, attentive listening, and providing solutions tailored to the customer's specific situation.

Question 13

Research indicates that if an individual has to wait longer than eight seconds for an Internet site to download,then he or she will likely abandon plans to visit the site and move on to another site.In terms of the service quality dimensions that are used to evaluate web sites,a site that took longer than eight seconds to download would be lacking in _________.

Accepted Answer

The eight-second time limit for downloading a website falls under the efficiency dimension of service quality, which refers to the speed and ease of access to the website. Therefore, a site that took longer than eight seconds to download would be lacking in efficiency.

Question 14

Which of the following statements about service encounters is true?

Accepted Answer

The first service encounter is crucial in creating the first impression of the organization to a new customer. Subsequent service encounters will reinforce or change the customer's perception, but the first encounter sets the stage for the customer's relationship with the firm. Option A, C, D, and E are all incorrect statements about service encounters.

Question 15

The growth of e-tailing has led to the identification of four core dimensions that consumers use to evaluate Web sites at which they experience no questions or problems.They are:

Accepted Answer

Efficiency refers to the speed and ease of finding and purchasing products. Fulfillment means the timely delivery of products. System availability refers to website uptime and availability. Privacy refers to the protection of personal information. These four dimensions specifically relate to e-tailing and are commonly used by consumers to evaluate their online shopping experiences.

Question 16

A service encounter that occurs without any direct human contact is a(n)_____ encounter.

Accepted Answer

A remote encounter is one that occurs without any direct human contact, often facilitated by technology or automated systems.

Question 17

From the customer's point of view,the most vivid impression of service occurs in the service _____ when the customer interacts with the service firm.

Accepted Answer

The encounter is the specific moment when the customer interacts with the service firm and experiences the service. It can occur in person, through phone or digital channels, and it is a critical moment that can shape the customer's perception of the service quality. Therefore, it is the most vivid impression of service from the customer's point of view. Options A, B, D, and E are not related to this specific moment of interaction and do not capture the same level of immediacy and impact on the customer's perception.

Question 18

In ___________ encounters,the tangible evidence of the service and the quality of the technical processes and systems are the primary bases for judging quality.

Accepted Answer

The answer of In ___________ encounters,the tangible evidence of the...

Question 19

Anika belongs to an Internet library,which lets her trade books she no longer wants for like-valued items she does want.Most members follow the rules of the Web site,but a few unscrupulous members do not mail requested books because they are more interested in acquiring books than sharing them with others.Anika has the potential to experience problems with which e-service quality dimension as she trades books?

Accepted Answer

Fulfillment is the correct answer because it refers to the ability of the service to deliver the promised service dependably and accurately. In this scenario, the failure of some members to mail requested books directly impacts the fulfillment of the service.

Question 20

For years,Allstate Insurance has used the slogan,"You're in good hands with Allstate." Which dimension of service quality is this Allstate promotional campaign emphasizing?

Accepted Answer

The Allstate slogan "You're in good hands with Allstate" emphasizes the dimension of service quality called Assurance, which relates to the trust and confidence that customers have in the service provider.

Quiz 4: Customer Perceptions of Service