chapter 14-15

b

To close the _____________Gap, services companies need to invest in intensive training to ensure that their employees are understand and accept service goals, standards, and priorities a. Knowledge b. Policy c. Delivery d. Communication e. Perception

e

Using Fishbone Diagram, service firms find out potential causes for service problems from following categories EXCEPT ___________ a. Customers b. Facilities Equipment c. Front stage Personnel d. Procedures e. Management

d

Using SERVQUAL to evaluate quality of the service, a bank ask customers if their staff always smile when greeting customers. Which dimension in SERVQUAL does the question aim at? a. Tangibles b. Reliability c. Responsiveness d. Assuarance e. Emphathy

c

Using SERVQUAL to evaluate quality of the service, a bank ask customers if their staff are always willing to help customers. Which dimension in SERVQUAL does the question aim at? a. Tangibles b. Reliability c. Responsiveness d. Assuarance e. Emphathy

e

Using SERVQUAL to evaluate quality of the service, a bank ask customers if their staff give customers personal attention. Which dimension in SERVQUAL does the question aim at? a. Tangibles b. Reliability c. Responsiveness d. Assuarance e. Emphathy

a

Using SERVQUAL to evaluate quality of the service, a bank ask customers to provide feedback on the user-friendliness of their ATM machines. Which dimension in SERVQUAL does the question aim at? a. Tangibles b. Reliability c. Responsiveness d. Assuarance e. Emphathy

a

Which Analyzing and Addressing service quality problems tool allows service firms to find out potential causes for service problems a. Fish bone diagram b. Pareto chart c. Blueprinting d. Poka-yoka e. Servuction system

b

Which Analyzing and Addressing service quality problems tool allows service firms to separate between important and trivial causes a. Fish bone diagram b. Pareto chart c. Blueprinting d. Poka-yoka e. Servuction system

d

Which of the following is NOT a broad dimension of service quality? a. Tangibles b. Reliability c. Responsiveness d. Transcendence e. Assurance

e

____________ and ____________ typically measure satisfaction with all major customer service processes and products. a. Total market surveys, ordinary surveys b. Regular surveys, ordinary surveys c. Regular surveys, reverse surveys d. Regular surveys, split surveys e. Total market surveys, annual surveys

a

_____________ is when leaders are able to display the behaviors that they expect of managers and other employees. a. Role modelling b. Motivational management c. Affiliative leadership d. Authoritative leadership e. Political maneuvering

d

_______________are considered as 'crème da la crème' in their industry because of their oustanding service and delightful customers. a. Service losers b. Service nonenities c. Service professioners d. Service leaders e. Service winners

b

_______________are dominated with traditional operation mindsets, therefore, receive customers' indifference a. Service losers b. Service nonenities c. Service professioners d. Service leaders e. Service winners

a

_______________are service firms with uncaring workforces, thus customers only patronize them because there is no other althernatives a. Service losers b. Service nonenities c. Service professioners d. Service leaders e. Service winners

b

Adhering to consistent service quality standards is the responsibility of ____________ a. Marketing fuction b. Operational function c. Financial function d. Human Resource Fuction e. Manufacturing Fuction

e

All of the following are qualities that effective leaders in service organizations should have EXCEPT ___________. a. love for the business b. ways of communicating that is easily understood c. see service quality as foundation for competing d. recognize the part played by employees in delivering service e. Diplomatic

a

Companies that focus on developing the best services take the ___________ view on quality a. Trancedence b. Manufacturing-based c. User-based d. Value-based e. Consumer-based

b

Companies that improves service quality by focusing to meet all services' specifications and standards, take the __________view on service quality a. Trancedence b. Manufacturing-based c. User-based d. Value-based e. Consumer-based

e

In SERVQUAL, service quality dimensions include following EXCEPT __________ a. Tangibles b. Reliability c. Responsiveness d. Assuarance e. Responsibility

b

In the Service Profit Chain, which drive customer satisfaction? a. Customer loyalty b. Value c. Quality d. Productivity e. Employee Loyalty c In the Service Profit Chain, which drive employee satisfaction? a. Customer loyalty b. Top management leadership c. Internal quality d. Service Quality e. Employee Loyalty

b

In the service profit chain, profitability, customer loyalty and customer satisfaction is due to _____________. a. complacent reactionism b. satisfied, loyal and productive employees c. conducive servicescape d. crossfunctional teams e. reduction management

b

Management keeps the current situation going through all of the following EXCEPT _____________. a. Planning b. Design c. Budgeting d. Controlling e. Problem solving

d

Operation fuctions are responsible for_____________ a. Target right customers and build relationships b. Offer solutions the meet customers' needs c. Achieve both productivity and customers' satisfaction d. Achieve high productivity to ensure acceptable costs e. Recruite and retain best employees for each job

e

Organizational culture includes all of the following EXCEPT ____________. a. shared perceptions or themes regarding what is important in the organization b. shared values about what is right and wrong c. shared understanding about what works and what doesn't work d. shared beliefs, and assumptions about why these things are important e. diverse styles of working and relating to others

a

Quality Gap is the accumulate outcomes of all preceding gaps. To close the Quality Gap, service firms must successfully address ________ and _________ a. Knowledge Gap, Perception Gap b. Knowledge Gap , Policy Gap c. Policy Gap , Delivery Gap d. Communication Gap, Perception Gap e. Delivery Gap , Perception Gap e Which of the following customer feedback collection tools enable service recovery? a. Total market surveys b. Annual surveys c. Transactional surveys d. Mystery shopping e. Service feedback cards

d

Results from which of the following customer feedback collection tools are LEASE likely to represent quality of service firm? a. Total market surveys b. Annual surveys c. Transactional surveys d. Mystery shopping e. Service feedback cards

d

Service companies that promote unrealistic promises in their advertisments are most likely to have _____________ a. Knowledge Gap b. Policy Gap c. Delivery Gap d. Communication Gap e. Perception Gap

c

The ____________ is supply based, and is concerned primarily with engineering and manufacturing practices. a. transcendent view b. user-based definition c. manufacturing-based approach d. product-based approach e. value-based definition

a

The ____________ is the difference between what a service provider communicates and what it actually delivers to the customer. a. interpretation gap b. communications gap c. perceptions gap d. standards gap e. knowledge gap

c

The ____________ is the difference between what service providers believe customers expect and customers' actual needs and expectations a. interpretation gap b. standard gap c. knowledge gap d. service quality gap e. internal communications gap

d

The common perspective on quality includes all of the following EXCEPT ____________. a. transcendent view b. user-based definition c. manufacturing-based approach d. process-based approach e. value-based definition

e

Which of the following is NOT one of the aspects of leadership in the future? a. Leadership coming from emerging countries, with different styles. b. Collaborative, using the team approach. c. Leadership from behind, sharing power with others. d. Building collective efforts. e. Controlling employees so they do not act on impulse.

b

Which of the following is NOT one of the six service quality gaps? a. The knowledge gap. b. The proportion gap. c. The policy gap. d. The delivery gap. e. The perceptions gap.

c

Which of the following is NOT one of the six steps that can help smooth the path of customer change? a. Develop customer trust. b. Understand customers' habits and expectations c. Develop innovation and limit trial. d. Pretest new procedures and equipment. e. Publicize the benefits.

a

Which of the following is a component of service performance discussed under the marketing function? a. Service quality b. Service delivery c. Productivity d. Workforce e. Role of operations

c

Which of the following is a component of service performance discussed under the operations function? a. Role of marketing b. Competitive appeal c. Introduction of new technology d. Customer profile e. Workforce

c

Which of the following is one of the customer-driven approaches to improving productivity? a. Ask customers not to use third parties. b. Limiting customer involvement in production. c. Changing the timing of customer demand. d. Reducing backstage elements of production. e. Reducing front-stage elements of production.

e

Which of the following is one of the three functions that are tightly linked in effective service firms? a. The management function. b. The outputs function. c. The inputs function. d. The servicescape function. e. The human resources function.

d

Which of the following is the best example of the source of a delayed flight caused by front-stage personnel? a. Air traffic b. Late food service c. Late fuel d. Gate agents cannot process passengers quickly enough e. Poor announcement of departures

d

Which of the following is the solution for the perception gap? a. Ensure the right service processes and specify standards. b. Ensure that performance meets standards. c. Learn what customers expect. d. Tangibilize and communicate the service quality delivered. e. Ensure that communications promises are realistic.

e

Which one of the following is NOT characteristic of leadership? a. Concerned with development of vision and strategies, and empowerment of people to overcome obstacles, make vision happen b. Emphasis on emotional and spiritual resources c. Works through people and culture d. Produces useful change, especially non-incremental change e. Works through hierachy and systems

a

Which one of the following is a characteristic of leadership? a. Concerned with development of vision and strategies, and empowerment of people to overcome obstacles, make vision happen b. Involves keeping current situation operating through planning, budgeting, organizing, staffing, controlling, and problem solving c. Emphasizes physical resources—raw materials, technology, capital d. Works through hierarchy and systems e. Keeps current system functioning