Question 1

Gap 5 in the gap model of service quality is unique in that it is the only gap that occurs _______________.
A) Between management's and customer's expectations
B) Between consumers expectations and the perception of the service they receive
C) Without research to back it up
D) In small businesses but not in larger ones
E) None of the above

Accepted Answer

Gap 5 occurs between consumers' expectations and the perception of the service they receive. It is the only gap in the model where the customer is directly involved, as opposed to gaps where the organization is responsible for managing and delivering a quality service.

Question 2

When a service provider is willing and able to provide service quickly, it is said that the service has the characteristic of __________.
A) Reliability
B) Tangibility
C) Responsiveness
D) Assurance
E) All of the above

Accepted Answer

Responsiveness refers to the ability and willingness of service providers to provide quick and timely service to their customers. Reliability refers to consistently providing accurate and dependable service, tangibility refers to the physical appearance of the service, and assurance refers to conveying trust and confidence to customers. While all of these characteristics are important in service delivery, only responsiveness specifically refers to quick service.

Question 3

Charles and Crystal run a bed and breakfast in St.Augustine, Florida.They have had a few customers that are indifferent, and a couple that are very satisfied.Charles and Crystal would like to increase their profits.From a profit maximization point of view, is it more profitable to focus on very satisfied customers or indifferent customers?

Accepted Answer

The answer of Charles and Crystal run a bed and...

Question 4

A full-scale landscape architecture firm, Garden Design, has been looking to improve the ways that employees contribute to service delivery.Jasmine is the business manager and she has suggested they look at a service-profit chain.Why is Jasmine's idea a good idea?

Accepted Answer

The answer of A full-scale landscape architecture firm, Garden Design,...

Question 5

In what ways are services similar to products? In what ways are services different from products?

Accepted Answer

The answer of In what ways are services similar to...

Question 6

SERVQUAL is __________.
A) An instrument to measure employees in a service environment
B) A questionnaire that can be used to track packages as they cross the United States and the world
C) A questionnaire that compares the importance and performance of a firm in service quality
D) An instrument to measure the deviations of quality from the norm on a scale from 1 to 10
E) None of the above

Accepted Answer

SERVQUAL is a questionnaire used to compare the importance and performance of a firm in service quality, specifically in terms of five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. It helps firms identify gaps between customers' expectations and perceptions of their service quality.

Question 7

A service blueprint is especially useful when service is delivered by a __________.
A) Individual service provider
B) Team of service providers
C) Service provider who has high dollar clients
D) Service provider who values profit more than service
E) None of the above

Accepted Answer

A service blueprint is especially useful when service is delivered by a team of service providers as it helps in identifying roles, responsibilities, and communication channels between different service providers to deliver a seamless and coordinated service experience.

Question 8

Connie is frustrated because she would like to go to the new Spanish restaurant where the meals are made to order, and flamenco dancers entertain, but she doesn't know what to expect and she cannot evaluate it beforehand.What characteristic of service is Connie dealing with?

Accepted Answer

The answer of Connie is frustrated because she would like...

Question 9

Kimberly is having some difficulty grasping the meaning of the intangibility of services.Provide Kimberly with an example of the intangibility of services.

Accepted Answer

The answer of Kimberly is having some difficulty grasping the...

Question 10

Theodore does not understand why employees need to hold a customer mind-set when focusing on internal service quality.Explain to Theodore why this is so important.

Accepted Answer

The answer of Theodore does not understand why employees need...

Question 11

Sometimes marketers are prone to overzealous sales pitches, coupon promotions with too little stock to handle the demand, and deceptive advertisements.These create a gap in the service that can be described as __________.
A) Setting too high expectations that are unachievable
B) Creating an impression that matches the image of the company
C) Recall is important no matter what the results
D) Using communication to generate word of mouth
E) None of the above

Accepted Answer

The gap in service created by overzealous sales pitches, insufficient stock for promotions, and deceptive advertisements is the gap between customer expectations and actual service. By setting expectations too high, marketers create a gap that cannot be filled, leading to dissatisfaction and potentially lost customers.

Question 12

Kirk works for a timeshare company.He is having some problems convincing people to purchase his service because of its intangibility.Kirk could learn from MBA programs and vacation rentals.How may MBA programs and vacation rentals help customers deal with the intangibility of their services?

Accepted Answer

The answer of Kirk works for a timeshare company.He is...

Question 13

Paolo is the office manager for a doctor.Recently he has been having problems with patients canceling appointments at the last minute.In terms of service, this demonstrates which characteristic? Why?

Accepted Answer

The answer of Paolo is the office manager for a...

Question 14

A service blueprint is a concept borrowed from manufacturing that allows a service firm to ___________.
A) Map out a complete design and flow of all the activities related to customer service
B) Map out the route that service people follow when they leave in the mornings (i.e., truck delivery service)
C) Tell who in the organization is performing beyond expectations and is used for bonuses
D) Measure customer's perceptions of service expectations
E) None of the above

Accepted Answer

A service blueprint allows a service firm to map out the complete design and flow of all the activities related to customer service, such as customer interactions, support processes, and back-end operations.

Question 15

Great service occurs when processes are engineered both above and below the _____________ for the customer.
A) Line of motivation
B) Line of demarcation
C) Line of visibility
D) Line of distinction
E) None of the above

Accepted Answer

The line of visibility is the point in the service process where the customer interacts with the service provider and the service is actually delivered. Great service occurs when processes are engineered both above (before the line of visibility) and below (after the line of visibility) to ensure a seamless and positive experience for the customer.

Question 16

Haris has a boss that always says "under promise and over deliver!" Haris' boss is simplifying which concept?

Accepted Answer

The answer of Haris has a boss that always says...

Question 17

What does Leonard Berry advocate that a focus on service can do in terms of competition?

Accepted Answer

The answer of What does Leonard Berry advocate that a...

Question 18

When discussing service quality, tangibles refers to _________.
A) The elements of communication that differentiate one service firm from another
B) The handsomeness and/or beauty of the employees
C) The combination of price and quality of the service
D) The physical evidence of a service or observable aspects
E) None of the above

Accepted Answer

Tangibles refer to the physical evidence of a service or observable aspects, such as the appearance of facilities, equipment, personnel, and communication materials. It includes the appearance of the physical environment and the tools and equipment used to provide the service.

Question 19

Reliability when referring to service quality means that _________.
A) The service is performed tight the first time and every time
B) The service is variable and has different outcomes due to employee variation
C) Each time a service is performed that the customer is asked about their perception of the service quality
D) The automobile service department should show you the broken parts when they fix your car
E) None of the above

Accepted Answer

Reliability refers to consistency in providing the service, performing it right the first time and every time. Option B refers to variability, option C refers to customer feedback, and option D refers to transparency in service provision, which are not defining factors of reliability in service quality.

Question 20

Why is it so important for managers to focus on employees as a source of differentiation in a service environment?

Accepted Answer

The answer of Why is it so important for managers...

Quiz 13: Service As the Core Offering

Gap 5 in the gap model of service quality is unique in that it is the only gap that occurs _______________.

When a service provider is willing and able to provide service quickly, it is said that the service has the characteristic of __________.

A full-scale landscape architecture firm, Garden Design, has been looking to improve the ways that employees contribute to service delivery.Jasmine is the business manager and she has suggested they look at a service-profit chain.Why is Jasmine's idea a good idea?

In what ways are services similar to products? In what ways are services different from products?

SERVQUAL is __________.

A service blueprint is especially useful when service is delivered by a __________.

Connie is frustrated because she would like to go to the new Spanish restaurant where the meals are made to order, and flamenco dancers entertain, but she doesn't know what to expect and she cannot evaluate it beforehand.What characteristic of service is Connie dealing with?

Kimberly is having some difficulty grasping the meaning of the intangibility of services.Provide Kimberly with an example of the intangibility of services.

Theodore does not understand why employees need to hold a customer mind-set when focusing on internal service quality.Explain to Theodore why this is so important.

Sometimes marketers are prone to overzealous sales pitches, coupon promotions with too little stock to handle the demand, and deceptive advertisements.These create a gap in the service that can be described as __________.

Kirk works for a timeshare company.He is having some problems convincing people to purchase his service because of its intangibility.Kirk could learn from MBA programs and vacation rentals.How may MBA programs and vacation rentals help customers deal with the intangibility of their services?

Paolo is the office manager for a doctor.Recently he has been having problems with patients canceling appointments at the last minute.In terms of service, this demonstrates which characteristic? Why?

A service blueprint is a concept borrowed from manufacturing that allows a service firm to ___________.

Great service occurs when processes are engineered both above and below the _____________ for the customer.

Haris has a boss that always says "under promise and over deliver!" Haris' boss is simplifying which concept?

What does Leonard Berry advocate that a focus on service can do in terms of competition?

When discussing service quality, tangibles refers to _________.

Reliability when referring to service quality means that _________.

Why is it so important for managers to focus on employees as a source of differentiation in a service environment?