Question 1

The term "producer's risk" refers to the probability that a sample will indicate an acceptable quality incorrectly.

Accepted Answer

The term "producer's risk" actually refers to the probability that a producer will incorrectly reject a lot or batch with acceptable quality. It is also known as Type I error or alpha error.

Question 2

In the service quality gap model, GAP 1 arises because of the management's lack of understanding about how customers formulate their expectations.

Accepted Answer

GAP 1, also known as the Knowledge Gap, occurs when there is a lack of understanding on the part of management about how customers form their expectations. This gap can lead to a misunderstanding between customer expectations and the service the organization provides.

Question 3

Being meaningful and easy to invoke are important elements of a good unconditional service guarantee.

Accepted Answer

A good unconditional service guarantee should be meaningful to the customer, meaning that it addresses their concerns and provides enough protection and benefits. Additionally, it should be easy for the customer to invoke, meaning that there are no complicated procedures or restrictions that make it difficult for the customer to claim the guarantee.

Question 4

Serving complimentary drinks on a delayed flight is an example of empathy being shown by the service personnel to the irate customer.

Accepted Answer

The answer of Serving complimentary drinks on a delayed flight...

Question 5

The most important function of SERVQUAL is to keep a record of service quality trends through periodic customer surveys.

Accepted Answer

SERVQUAL is a methodology used for measuring service quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. One of the key functions of SERVQUAL is to help organizations identify service quality gaps and areas for improvement through periodic customer surveys. By analyzing the results of these surveys over time, organizations can track service quality trends and make data-driven decisions to enhance the customer experience.

Question 6

The average business hears only from 10 percent of its dissatisfied customers.

Accepted Answer

The answer of The average business hears only from 10...

Question 7

Managing evidence of information is the key to closing the gap between customer perception and service delivery.

Accepted Answer

By managing evidence of information, such as communication with customers, service records, and feedback, a company can ensure that it delivers on customer expectations, thus closing the gap between customer perception and service delivery.

Question 8

Severity of failure, speed of recovery, service guarantee and perceived service quality are all factors governing service recovery expectations.

Accepted Answer

The answer of Severity of failure, speed of recovery, service...

Question 9

The systematic-response approach to service recovery uses a protocol to handle customer complaints.

Accepted Answer

The systematic-response approach involves having a specific protocol in place for handling customer complaints and addressing the issue in a structured and consistent manner. The approach helps to ensure that all employees understand the steps to take when faced with a complaint, which can lead to more effective service recovery and improved customer satisfaction.

Question 10

Fixing service-process problems before they affect the customer could be classified as another component to the systematic-response approach.

Accepted Answer

The systematic-response approach includes identifying and fixing service-process problems before they impact the customer, in addition to other components such as monitoring, feedback and continuous improvement.

Question 11

The walk-through audit (WtA) focuses on the effectiveness of each stage in the service delivery process.

Accepted Answer

The walk-through audit (WtA) is a focused audit that examines the service delivery process and assesses the effectiveness of each stage in the process. It is used to identify possible gaps or weaknesses in the process and to recommend solutions to improve the overall service delivery.

Question 12

The first stage or rung of the service quality ladder is cost of quality.

Accepted Answer

The first stage or rung of the service quality ladder is customer expectations, not cost of quality. Cost of quality is a component of measuring and improving service quality, but it is not the first step in the process.

Question 13

A process is said to be in control when all the variation that is noticed can be assigned to specific causes.

Accepted Answer

A process is said to be in control when all the variation is due to random (common) causes, and no assignable (special) causes of variation are present.

Question 14

The concept of quality service deployment is based on the belief that services should be designed to reflect customer requirements.

Accepted Answer

Quality service deployment aims to ensure that services are designed and delivered in a way that meets or exceeds customer requirements and expectations. This involves gathering feedback from customers and using it to inform service design and delivery processes, as well as continually monitoring and improving performance to maintain high levels of customer satisfaction.

Question 15

When customer expectations are confirmed by perceptions, service quality is considered satisfactory.

Accepted Answer

When customer expectations are confirmed by their perceptions of the service experience, it is most likely that they will perceive the service quality as satisfactory. This is because their expected level of service has been met or exceeded, and they are likely to be satisfied with their experience.

Question 16

A service guarantee becomes a service winner when it covers all aspects of the service.

Accepted Answer

A service guarantee that covers all aspects of the service can give customers peace of mind and confidence in the service provider, ultimately resulting in a service winner. If the guarantee only covers certain aspects of the service or is limited in scope, it may not have the same impact on customer satisfaction and loyalty.

Question 17

Joseph M. Juran identified internal failure costs, external failure costs, detection costs, and prevention costs.

Accepted Answer

Joseph M. Juran identified these four types of costs as part of his quality management philosophy. Internal failure costs are incurred when defects are found before the product or service is delivered to the customer, external failure costs occur when defects are found after the product or service is delivered to the customer, detection costs are associated with finding defects before they reach the customer, and prevention costs are associated with preventing defects from occurring in the first place.

Question 18

A customer's failure to remember the process steps is an error that falls in the preparation category.

Accepted Answer

A customer's failure to remember the process steps is an error that falls in the execution category, as it is a mistake made during the application of the steps rather than during the preparation of them.

Question 19

Setting goals and standardizing service delivery tasks will help close GAP 3, the service performance gap.

Accepted Answer

The answer of Setting goals and standardizing service delivery tasks...

Question 20

According to the SERVQUAL quality assessment instrument, responsiveness is the most important dimension of service quality.

Accepted Answer

The SERVQUAL model identifies five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. No single dimension is deemed the most important across all service industries; importance varies depending on the context and customer expectations.

Quiz 6: Service Quality