Question 1

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

The dimension of service influencing the decision of patients in this scenario is assurance. Assurance is the ability of the healthcare provider to inspire confidence and trust in patients that their healthcare needs will be met with capability and expertise. In this scenario, patients prefer to consult Dr. White because of his experience and knowledge, which instills faith and confidence in them.

Question 2

The residents of Safe Life, 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 offered to them.The dimension of service on which the retirement home will score high is:

Accepted Answer

The retirement home's emphasis on providing complete attention to the residents' needs reflects their ability to empathize with their residents' needs and concerns, indicating a high level of empathy.

Question 3

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

Accepted Answer

Tangibles refer to the appearance of physical facilities, equipment, personnel, and communication materials.

Question 4

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 which dimension?

Accepted Answer

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

Question 5

Which of the following service dimensions involves providing caring and individualized attention to customers?

Accepted Answer

Empathy is the dimension that involves providing caring and individualized attention to customers. It refers to the service provider's ability to understand and be sensitive to customers' needs and feelings, and to personalize the service experience accordingly. This dimension is crucial for creating a positive emotional bond between customers and the service organization.

Question 6

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

Accepted Answer

The appearance and physical facilities of the university, such as the traditional campus and old-looking bathrooms, reflect the tangibility dimension of service quality.

Question 7

The service dimension that refers to the willingness of service providers to help customers and provide prompt service is:

Accepted Answer

The service dimension that refers to the willingness of service providers to help customers and provide prompt service is responsiveness. This means that service providers should be willing and able to respond promptly to customer inquiries, complaints, and requests for services. This dimension is important as customers value prompt service and are more likely to return to a business that provides it. Choice D, responsiveness, best describes this dimension.

Question 8

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 appearance of the service environment and the facilities provided to customers. Therefore, the fact that the restaurant scored below the zone of tolerance on this dimension implies that customers were not satisfied with the facilities provided by the restaurant.

Question 9

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.Which of the following can be best established by the resort using the collected information?

Accepted Answer

The collected information can be used by the resort to identify the zone of tolerance, which is the range of service quality that customers perceive as acceptable. By analyzing customer ratings, the resort can determine if they have met customer expectations or if there is a gap between their perceived service quality and actual service quality. This information can be used to identify areas for improvement and to set service quality targets. None of the other options listed (distributive fairness, assurance gap, delivery gap, procedural fairness) are directly related to the concept of the zone of tolerance.

Question 10

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

Accepted Answer

The area between customers' expectations and the minimum level of acceptable service is known as the "zone of tolerance." It represents the range of service quality that customers are willing to accept. Understanding and managing this gap is critical for meeting customer expectations and increasing customer satisfaction.

Question 11

When a firm asks 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 of acceptable service quality as perceived by customers. When a firm asks about customers' desired and expected level of service, they are trying to define this zone of tolerance.

Question 12

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

Accepted Answer

The dimension of responsiveness specifically refers to the willingness of service providers to help customers and provide prompt service. Option A refers to empathy, option C refers to reliability, option D refers to assurance, and option E refers to tangibles, which are different dimensions of service quality measured by customers.

Question 13

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. This refers to the employees' ability to communicate effectively and reassure customers that they will receive quality service.

Question 14

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

Accepted Answer

A voice-of-customer program is specifically designed to collect customer feedback and insights through various methods such as surveys, focus groups, and social media monitoring. This data is used to inform business decisions and improve overall customer experience.

Question 15

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 a restaurant will be:

Accepted Answer

The dimension of service that deals with the speed of service and the willingness to help customers in a timely manner is called responsiveness. Since Sara does not like to wait for long before being served, this dimension will be the most important factor in her evaluation of service quality at a restaurant. Other dimensions like durability, reliability, tangibility, and empathy may also matter, but they are not as directly related to Sara's preference for quick service.

Question 16

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.Which of the following service dimensions do these facilities represent?

Accepted Answer

The facilities like wireless Internet and a 3-D gaming arena are physical and tangible aspects of the hotel's service, which directly relate to the "Tangibles" dimension of service quality. This dimension refers to the appearance of physical facilities, equipment, personnel, and communication materials.

Question 17

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 service dimension being evaluated in this scenario is responsiveness, which pertains to how the company's staff members promptly and attentively respond to the needs and inquiries of customers in the customer support division.

Question 18

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 in service refers to the care and individualized attention provided to customers, which is the reason Eric prefers this airline.

Question 19

Karen always uses the services of Flash Couriers because of its competency in delivering packages almost always on time.The service dimension influencing Karen's choice in this scenario is:

Accepted Answer

The service dimension that is influencing Karen's choice in this scenario is reliability as she values the competency of Flash Couriers in delivering packages almost always on time.

Question 20

Jane prefers to visit a particular hair salon because of its skilled hairstylists 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

The service dimension influencing Jane's decision to stick to the same service provider is assurance. Assurance refers to the knowledge, courtesy, and ability of the service provider to inspire trust and confidence in its customers. In this case, the hairstylists' skill, friendliness, and ability to gain Jane's trust by providing good service during her previous visits demonstrate their assurance in providing quality service.

Quiz 10: Services: The Intangible Product