chapter 3 quiz multiple choice

According to the Kano model, which of the following features in a refrigerator is most likely to fall under the category of a delighter?

Anti-freeze feature that does not freeze food inside the refrigerator

Which of the following dimensions of quality, as suggested by David A Garvin, refers to the degree to which physical and performance characteristics of a product match pre-established standards?

Conformance

Which of the following is the first step in developing a customer satisfaction survey?

Determining the purpose of the survey

Which of the following survey instruments is most likely to be effective in generating a significant amount of qualitative information from the customers?

Focus groups

Which of the following survey instruments is most commonly used because of low data collection costs and ease of analysis associated with it?

Formal written surveys

Which of the following is an advantage offered by customer-supplier partnerships to businesses?

It allows organizations to share the risks in new product development and improve products through early design recommendations.

Which of the following is a reason why organizations measure customer engagement and satisfaction?

It helps them to discover customer perceptions of how well the organization is doing in meeting customer needs.

Which of the following is true of the American Customer Satisfaction Index?

It is based on customer evaluations of the quality of goods and services.

Which of the following is true of the 'customer perceived value' measurement used by organizations to measure customer satisfaction?

It measures how customers assess benefits of the product against costs in making purchase decisions.

Which of the following is used by organizations to measure customer response by allowing them to express their degree of opinion?

Likert Scale

According to the dimensions of quality, as suggested by David A Garvin, _____ refers to the probability of a product's surviving over a specified period of time under stated conditions of use.

Reliability

Which of the following dimensions that contribute to customer perceptions of quality refers to the willingness of the service providers to help customers and provide prompt service?

Responsiveness

Most women in the township of Adington prefer to visit Sharon's Hair Salon because of the attractive interiors, well-designed equipment and neatly dressed employees. Which of the following dimensions is influencing customer perceptions of quality in the above scenario?

Tangibles

Which of the following is true of consumers of an organization?

The consumers of an organization are the ultimate purchasers and users of the organization's products.

Which of the following is true of customers who are regarded as "promoters" based on the net promoter score associated with these customers?

They are less price-sensitive and more profitable.

Which of the following is a disadvantage associated with using formal written surveys as survey instruments for measuring customer satisfaction?

They generally measure predetermined perceptions of what is important to the customers.

Which of the following is most likely to be true of a customer-focused organization?

They make it easy for the customers to conduct business.

According to the gap model, the term "_____" refers to the outcome of the production process and what is delivered to the customer.

actual quality

The _____ dimension of the quality, as suggested by David A. Garvin, refers to how a product looks, feels, sounds, tastes, or smells.

aesthetics

Internal customers of an organization are those people who:

are a part of the organization who provide inputs and help to create outputs for customers.

The term 'customer engagement' refers to:

customers' investment in or commitment to a brand and product offerings.

According to the Kano Model, new or innovative features that customers do not expect or even anticipate, fall under the category of _____.

delighters

According to the classification system proposed by Juran, customers who belong to the group of 'the vital few':

deserve special attention on an individual basis.

The final task in designing a customer satisfaction survey is to:

design the reporting format and the data entry methods.

According to the Kano Model, the basic requirements that customers expect in a product and which are generally not stated by customers but assumed as given, fall into the category of _____.

dissatisfiers

The _____ dimension of the quality, as suggested by David A. Garvin, refers to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable.

durability

Customer-focused organizations consider complaints as opportunities for improvement as:

effectively resolving complaints increases customer loyalty and retention.

According to the gap model, the term "_____" refers to the needs and requirements of a customer.

expected quality

Affinity diagram is a tool that can be used by organizations to:

gather and organize a large number of ideas or facts.

The net present value of a customer is:

the total profits (revenues associated with a customer minus the expenses needed to serve a customer) discounted over time.

While designing a customer satisfaction survey, organizations should use:

questions that address only one issue or idea.

The ASQ Quality Glossary defines customer _____ as "the result of delivering a product or service that meets customer requirements."

satisfaction

Maple Products is a manufacturer of electronic goods that markets its products in several countries across the world. The company makes sure that the spare parts of the products are available in all their markets and also ensures that the technical personnel in their retail outlets are adequately trained to repair their products. In the context of the dimensions of quality, as suggested by David A. Garvin, the efforts taken by the company will enhance the _____ dimension of its product quality.

serviceability

The term "voice of the customer" refers to:

the customer requirements as expressed in the customer's own terms.

The Kano Model of customer requirements uses the term "satisfiers" to refer to:

the requirements that customers expressly say they want in a product.