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