MKTG 358 Chapter 14

FedEx approaches quality management from which of the following perspectives? a. Percent of packages on time b. Percent of flights arriving safely c. Baseline of zero failures d. Low turnover e. High Turnover

baseline of zero failures

____________ is the authentication or identification of individuals based on physical characteristics or traits. a. Service amping b. Decryption c. Biometrics d. Encryption e. Electronic access

biometrics

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

interpretation gap

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

knowledge gap

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.

changing the timing of customer demand

Which of the following is the best example of the source of a delayed flight caused by procedures? a. Cutoff too close to departure time b. Late cabin crews c. Late cabin cleaners d. Weather e. Oversize baggage

cutoff too close to departure time

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

gate agents cannot process passengers quickly enough

The Return on Quality approach are based on all of the following assumptions EXCEPT a) not all quality expenditures are equally justified. b) it is possible to spend too much on quality. c) quality is imperative so we need to put our resources behind it. d) quality efforts must make sense financially. e) quality is an investment.

quality is imperative so we need to put our resources behind it

Which of the following is the prescription 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.

tangibilize and communicate the service quality delivered

Accurate performance is an aspect of __________. a. tangibles b. reliability c. responsiveness d. transcendence e. assurance

tangibles

Which of the following is one of Holiday Inn's hotel areas that show a particularly strong impact on revenue per available room? a. Dining facilities b. The lobby c. The exterior d. Public restrooms e. Kitchen facilities

the exterior

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.

the proportion gap

____________ 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

total market surveys; annual surveys

Competence and courtesy are aspects of ____________. a. tangibles b. reliability c. responsiveness d. transcendence e. assurance

transcendence

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

transcendence