Question 1

The component of a firm's service quality information system that is used specifically to assess employee performance is:

Accepted Answer

Mystery shopping is a tool used specifically to assess and improve employee performance by having individuals pose as customers to evaluate the service quality, adherence to company standards, and employee behavior in a covert manner.

Question 2

The ____ dimension is an assessment of the firm's consistency and dependability in service performance.

Accepted Answer

Reliability is the dimension that assesses the firm's consistency and dependability in service performance. This includes the firm's ability to deliver the service as promised and its reliability in handling customer complaints or issues. Tangibles refer to the physical and visual aspects of the service environment, empathy refers to the firm's ability to understand and relate to the customer's needs, responsiveness refers to the speed of service delivery, and assurance refers to the trust and confidence the customer has in the firm's employees and their ability to convey trustworthiness and competence.

Question 3

Explain how providing poor service can actually increase a country's gross domestic product (GDP).

Accepted Answer

The answer of Explain how providing poor service can actually...

Question 4

Excellent companies will perform the service right the first time is a typical statement within the ____ dimension of the SERVQUAL scale.

Accepted Answer

The statement "Excellent companies will perform the service right the first time" aligns with the reliability dimension of the SERVQUAL scale, which refers to the ability of a service provider to deliver reliable and accurate service consistently.

Question 5

The SERVQUALassessment of a firm's competence,courtesy to its customers,and security of its operations is the ____ dimension.

Accepted Answer

The assurance dimension of the SERVQUAL assessment relates to the competence, courtesy, and security of a firm's operations as perceived by its customers. This dimension refers to customers' confidence and trust in the firm and its ability to deliver quality services or products.

Question 6

In general,service quality information systems focus on two types of research: customer research and noncustomer research.List the components of the service quality information system under the appropriate research heading.

Accepted Answer

The answer of In general,service quality information systems focus on...

Question 7

Employees of excellent companies will be neat in appearance is a typical statement within the ____ dimension of the SERVQUAL scale.

Accepted Answer

The tangibles dimension of the SERVQUAL scale pertains to the appearance of physical facilities, equipment, personnel, and communication materials. This statement about employees being neat in appearance falls under the personnel category, which is a tangible aspect of the service.

Question 8

____ refers to the service firm's commitment to providing its services in a timely manner.

Accepted Answer

Responsiveness refers to the ability of the service provider to promptly respond to the customer's needs and provide services in a timely manner. It is important for service firms to be responsive to ensure customer satisfaction and loyalty.

Question 9

Excellent companies will have the customer's best interest at heart is a typical statement within the ____ dimension of the SERVQUAL scale.

Accepted Answer

The empathy dimension of the SERVQUAL scale focuses on understanding customer needs and having a genuine concern for their well-being. The statement "Excellent companies will have the customer's best interest at heart" aligns with this dimension, suggesting that the company values the customer's perspective and seeks to prioritize their interests. The other dimensions (tangibles, responsiveness, assurance, and reliability) deal with different aspects of service quality such as physical facilities, promptness, trustworthiness, and consistency, respectively.

Question 10

The SERVQUAL dimension that measures consumer views of the firm's personnel and communications materials is the ____ dimension.

Accepted Answer

The tangibles dimension of SERVQUAL measures consumer views of the firm's personnel and communications materials, as it relates to the physical aspects of service delivery.

Question 11

Which of the following is NOT a key component that needs to be built into every service quality system?

Accepted Answer

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

Question 12

Which of the following is a major criticism of the SERVQUAL scale?

Accepted Answer

Some studies have found that the five service quality dimensions (reliability, assurance, tangibles, empathy, and responsiveness) may not be statistically significant or relevant for all service industries or contexts. Therefore, the scale may not be universally applicable.

Question 13

Provide a brief description for each of the five gaps within the conceptual model of service quality.

Accepted Answer

The answer of Provide a brief description for each of...

Question 14

The component of a firm's service quality information system that assesses the firm's and competitor's service quality ratings is:

Accepted Answer

The total market service quality survey evaluates both the firm's and competitors' service quality ratings, providing a comprehensive view of the market landscape.

Question 15

List the five dimensions of service quality.Which dimension is typically rated by customers as the most important? Which is typically rated as the least important?

Accepted Answer

The answer of List the five dimensions of service quality.Which...

Question 16

Which of the following is NOT a component of a service quality information system?

Accepted Answer

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

Question 17

The SERVQUAL dimension that is typically noted as the most important by customers is the ____ dimension.

Accepted Answer

Research has consistently found that reliability is the most important SERVQUAL dimension to customers. This means that customers prioritize receiving consistent and accurate service above other dimensions such as responsiveness, assurance, empathy, and tangibles.

Question 18

The SERVQUAL dimension that is typically noted as the least important by customers is the ____ dimension.

Accepted Answer

Research studies have shown that customers typically place less importance on the tangibles dimension compared to the other SERVQUAL dimensions. Tangibles refer to the physical facilities, equipment, and appearance of personnel. Customers may place more emphasis on the reliability, responsiveness, assurance, and empathy dimensions that directly impact the service experience.

Question 19

Explain why the productivity of education and government services is notoriously difficult to measure.

Accepted Answer

The answer of Explain why the productivity of education and...

Question 20

_____ examine(s) the customer'sperspective of a firm's strengths and weaknesses.

Accepted Answer

Customer research is specifically designed to gather feedback and insights from customers, and can include methods such as surveys, focus groups, or customer interviews. This type of research allows a firm to understand how customers view their strengths and weaknesses, which can inform areas for improvement and help maintain customer satisfaction. Employee surveys, non-customer research, customer complaints, and service quality surveys may also provide insight, but they do not specifically focus on the customer's perspective of a firm's strengths and weaknesses.

Quiz 12: Defining and Measuring Service Quality

The component of a firm's service quality information system that is used specifically to assess employee performance is:

The ____ dimension is an assessment of the firm's consistency and dependability in service performance.

Explain how providing poor service can actually increase a country's gross domestic product (GDP).

Excellent companies will perform the service right the first time is a typical statement within the ____ dimension of the SERVQUAL scale.

The SERVQUALassessment of a firm's competence,courtesy to its customers,and security of its operations is the ____ dimension.

In general,service quality information systems focus on two types of research: customer research and noncustomer research.List the components of the service quality information system under the appropriate research heading.

Employees of excellent companies will be neat in appearance is a typical statement within the ____ dimension of the SERVQUAL scale.

____ refers to the service firm's commitment to providing its services in a timely manner.

Excellent companies will have the customer's best interest at heart is a typical statement within the ____ dimension of the SERVQUAL scale.

The SERVQUAL dimension that measures consumer views of the firm's personnel and communications materials is the ____ dimension.

Which of the following is NOT a key component that needs to be built into every service quality system?

Which of the following is a major criticism of the SERVQUAL scale?

Provide a brief description for each of the five gaps within the conceptual model of service quality.

The component of a firm's service quality information system that assesses the firm's and competitor's service quality ratings is:

List the five dimensions of service quality.Which dimension is typically rated by customers as the most important? Which is typically rated as the least important?

Which of the following is NOT a component of a service quality information system?

The SERVQUAL dimension that is typically noted as the most important by customers is the ____ dimension.

The SERVQUAL dimension that is typically noted as the least important by customers is the ____ dimension.

Explain why the productivity of education and government services is notoriously difficult to measure.

_____ examine(s) the customer'sperspective of a firm's strengths and weaknesses.