Question 1

David Maister's First Rule of Service is:
A)​It always takes longer than you think to perform the service
B)You can't please all the customers all the time
C)​Satisfaction = perception - expectation
D)​Under-promise and over-deliver

Accepted Answer

David Maister's First Rule of Service states that Satisfaction = perception - expectation. This means that a customer's perceived level of satisfaction is directly related to their expectations. If their expectations are exceeded, they will be more satisfied, but if their expectations are not met, they will be less satisfied. Therefore, it is important for businesses to manage customer expectations appropriately in order to increase customer satisfaction. The other options, while still important principles in service, are not the First Rule of Service according to David Maister.

Question 2

Service provided by multiple servers acting in parallel is referred to as:
A)​Multi-platform servicescape
B)​Multiple-phase queuing system
C)​Multiple-channel queuing system
D)​Multi-delivery servicescape

Accepted Answer

Multiple-channel queuing system refers to a service provided by multiple servers acting in parallel, which means customers can choose among different channels or servers to receive service.

Question 3

The average transaction at a single channel,single phase automatic teller can be completed in 7.5 minutes and customers arrive at the average rate of one every ten minutes.On average,what is the server utilization? (Choose the closest answer. )
A)​0.167
B)​0.75
C)​0.125
D)​1.33

Accepted Answer

The server utilization can be calculated using the formula: 
Server utilization = (average service rate) / (arrival rate)
Here, average service rate = 1 / 7.5 (as the average transaction takes 7.5 minutes)
Arrival rate = 1 / 10 (as customers arrive at the average rate of one every ten minutes)
So, server utilization = (1/7.5) / (1/10) = 0.75
Therefore, the closest answer is (B) 0.75.

Question 4

The dimension of service quality concerned with using knowledgeable,competent,courteous employees who convey trust and confidence to customers is referred to as:
A)​Reliability
B)​Responsiveness
C)​Reasonability
D)​Assurance

Accepted Answer

Assurance dimension of service quality refers to the knowledge and competence of employees and their ability to convey confidence and trust to customers. Reliability dimension is concerned with consistency and dependability of the service. Responsiveness dimension refers to the promptness in providing service. Reasonability dimension relates to the fairness of the service provider in terms of price and treatment of customers.

Question 5

The difference between customer expectations and customer perceptions of what was actually received during the service encounter is referred to as service quality ________.
A)​Blips
B)​Bloops
C)​Breakeven point
D)​Gaps

Accepted Answer

The difference between customer expectations and perceptions is known as service quality gaps. Option A and B (blips and bloops) are not relevant terms in the context of service quality. Option C (breakeven point) is a term used in finance and accounting to determine the level of sales required to cover fixed and variable costs.

Question 6

All of the following are included in the five dimensions of service quality EXCEPT:
A)​Reliability
B)​Responsiveness
C)​Reasonability
D)​Assurance

Accepted Answer

The five dimensions of service quality are reliability, responsiveness, assurance, empathy, and tangibles. Reasonability is not one of the dimensions.

Question 7

First-come-first-served is an example of a(n):
A)​queue discipline
B)​unfair waiting policy
C)​channel queuing arrangement
D)​single-phase queue design

Accepted Answer

First-come-first-served is a type of queue discipline that follows the principle of serving customers in the order they arrive. This is a fair waiting policy, as it ensures that all customers are given an equal chance to be served without any discrimination or preference given to certain individuals. It is not a channel queuing arrangement or a single-phase queue design, as those terms refer to specific types of queue structures.

Quiz 12: Service Response Logistics

David Maister's First Rule of Service is:

Service provided by multiple servers acting in parallel is referred to as:

The average transaction at a single channel,single phase automatic teller can be completed in 7.5 minutes and customers arrive at the average rate of one every ten minutes.On average,what is the server utilization? (Choose the closest answer. )

The dimension of service quality concerned with using knowledgeable,competent,courteous employees who convey trust and confidence to customers is referred to as:

The difference between customer expectations and customer perceptions of what was actually received during the service encounter is referred to as service quality ________.

All of the following are included in the five dimensions of service quality EXCEPT:

First-come-first-served is an example of a(n) :