Question 1

A extraordinary service guarantee possesses all of the following characteristics EXCEPT

Accepted Answer

The statement "It is developed to favor the service organization" contradicts the purpose of a service guarantee, which is to provide assurance and confidence to the customer. A good service guarantee should be focused on benefiting the customer, not just the organization. Therefore, option D is the incorrect characteristic that should not be included in a good service guarantee, and the correct answer is D.

Question 2

When compared to physical goods,services tend to be higher in

Accepted Answer

Services tend to have both experience characteristics (such as the quality of interaction with the service provider) and credence characteristics (such as the difficulty of accurately evaluating the quality of the service). They may also have search characteristics (such as being easy to research and compare online), but this is less consistently true across all service categories.

Question 3

The _____________ award for quality was instituted in the United States and became a hallmark of excellence.

Accepted Answer

The Malcolm Baldrige award is known for recognizing organizations in the United States that demonstrate excellence in quality and overall business performance. Deming and Juran are known for their contributions to quality management but did not establish an award. ISO 9000 is a set of standards for quality management and PIMS is a system for measuring profitability.

Question 4

The primary objective of a good guarantee is to foster repeat business by providing opportunities to build strong customer relationships.

Accepted Answer

A good guarantee can increase customer satisfaction and loyalty, leading to repeat business and stronger customer relationships.

Question 5

When deciding on a service guarantee,an organization must decide on the guarantee's

Accepted Answer

All of these factors (degree of explicitness, scope of what is covered, and conditions for coverage) must be considered when developing a service guarantee. The degree of explicitness will determine how specific and clear the guarantee is to customers, the scope of what is covered will define the limitations and expectations of the guarantee, and the conditions for coverage will outline any requirements or qualifications customers must meet in order to receive the guarantee. All of these elements work together to create a comprehensive and effective service guarantee.

Question 6

Of the connections between the customer and service provider,the __________ link represents the interactive nature of the services and is strengthened by providing satisfying service encounters with the customer.

Accepted Answer

The answer of Of the connections between the customer and...

Question 7

Which of the following characteristics is NOT considered a benefit of service guarantees to the service provider?

Accepted Answer

Service guarantees are designed to highlight the provider's commitment to quality and customer satisfaction, not to constrain the customer's perception of quality to the firm's definition. They are meant to assure customers of the service quality, encourage feedback, and reduce the likelihood of customers switching to competitors.

Question 8

Of the connections between the customer and service provider,the __________ link represents those aspects of the service encounter that affect the customer's degree of loyalty to the service provider.

Accepted Answer

Customer satisfaction is the link that represents those aspects of the service encounter that affect the customer's degree of loyalty to the service provider. When customers are satisfied with the service they receive, they are more likely to continue using the service provider and recommend them to others, leading to increased loyalty.

Question 9

Which of the following dimensions is NOT incorporated into the SERVQUAL scale?

Accepted Answer

The dimension "Apathy" is not incorporated into the SERVQUAL scale. The five dimensions included in the SERVQUAL scale are Tangibles, Reliability, Responsiveness, Assurance, and Empathy.

Question 10

A service organization is setting itself up for failure when it offers a service guarantee on quality that it cannot deliver.

Accepted Answer

If a service organization cannot deliver on its service guarantee, it will lead to dissatisfied customers and a damaged reputation, ultimately resulting in failure.

Question 11

Of the connections between the customer and service provider,the __________ link results in the customer's commitment to the service provider.

Accepted Answer

The customer-provider link results in the customer's commitment to the service provider because it is the relationship between the customer and the service provider that determines the level of commitment the customer has to the service provider.

Question 12

COMPLETION QUESTIONS
Customer Loyalty
Customer Delight
Perceived Service Quality
Service Delivery Link
Customer Satisfaction Link
Customer-Provider Link
Search
Experience
Credence
SERVQUAL
Zone of Tolerance
Service Guarantee
-_______________ is a key determinant if any organization's ability to sustain long-term profitability.

Accepted Answer

The answer of COMPLETION QUESTIONS
Customer Loyalty
Customer Delight
Perceived Service Quality
Service Delivery...

Question 13

It is a good idea for service organizations to use service guarantees whenever possible.

Accepted Answer

The answer of It is a good idea for service...

Question 14

Service guarantees are ways to reduce customer's perceived risk with the service.

Accepted Answer

Service guarantees provide assurances to customers that if the service fails to meet their expectations, there will be some form of remedy, such as a refund or a remedy of the issue. This reduces the perceived risk that customers may have when engaging with a service.

Question 15

Which is NOT a major service quality gap that contributes to customer dissatisfaction with the service?

Accepted Answer

All of these (A, B, C, and D) are major contributors to customer dissatisfaction with a service. The service quality gap model identifies these four gaps as major factors that can lead to customer dissatisfaction with a service. The model suggests that service organizations need to identify and address these gaps in order to deliver high-quality service that meets or exceeds customer expectations.

Question 16

A service profit chain recognizes that there is a strong connection between customer loyalty and

Accepted Answer

The answer of A service profit chain recognizes that there...

Question 17

A service guarantee should be viewed as a vehicle to improve service quality.

Accepted Answer

A service guarantee sets a standard for service quality and encourages employees to work towards meeting that standard. The process of creating a service guarantee can help identify areas for improvement and facilitate changes to improve service quality. Additionally, customers may choose a company that offers a service guarantee over one that does not, which can drive competition and ultimately lead to improved service quality industry-wide.

Question 18

Loyal customers tend to _______________.

Accepted Answer

Loyal customers tend to feel a sense of belonging and commitment, leading to positive word-of-mouth communications about the service organization. Therefore, options A, B, and C are all correct statements about the behavior of loyal customers.

Question 19

The _________ program,developed in Europe,is a quality standard that every respectable organization in the world strives to achieve.

Accepted Answer

The ISO 9000 program is a quality standard that has been developed in Europe and is recognized globally as a benchmark for quality management systems. Organizations strive to achieve ISO 9000 certification as it represents their commitment to quality and continuous improvement. The Deming and Juran approaches are quality management philosophies, while the Malcolm Baldrige approach is a US-based quality award. PIMS is a performance measurement system for evaluating business performance.

Question 20

From a provider's perspective,service quality is defined in terms of

Accepted Answer

The answer of From a provider's perspective,service quality is defined...

Quiz 10: Building Customer Loyalty Through Service Quality