Services Exam 2

In the context of the zone of tolerance, _____ service represents expectations for the minimum tolerable level of service, or the bottom level of performance acceptable to the customer.

Adequate

Research has shown that three fundamental attributes customers expect from technology-based service encounters are:

Delivery on the core promise; flexibility of the systems; better than the alternative

As a service attribute or dimension increases in importance, a customer's zone of tolerance _____, and their expectations for desired and adequate service levels _____.

Narrows; increase

________ is the level of service that customers believe they are likely to get during an impending transaction or exchange.

Predicted Service

The _____ dimension of service quality refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence.

assurance

According to research, which of the following is NOT among the themes that have been identified as the sources of customer satisfaction/dissatisfaction in interpersonal service encounters? - Coping - Credibility - Spontaneity - Recovery - Adaptability

credibility

To gather substantive, qualitative insight about the source of customers' favorable and unfavorable perceptions in service encounters, researchers primarily use which of the following research methods?

critical incident technique

Product and service features that are unexpected and surprisingly enjoyable are known as ___________.

delights

Research has shown that three fundamental attributes customers expect from technology-based service encounters are:

delivery on core promise, flexibility of systems, better than alternative

Hildy's children are giving her a weekend trip to a Lake Tahoe resort. Their expectations of the amenities and services the resort will provide are much higher because they are planning the trip for their mother's approval rather than for their own use. This is an example of a(n) _____ expectation.

derived service

_____ expectations for service are those that are driven by another person or group of people.

derived service expectations

In the context of the zone of tolerance, _____ service is the level of service the customer hopes to receive.

desired

The _____ dimension of service quality is the caring, individualized attention given to customers.

empathy

From the customer's point of view, the most vivid impression of service occurs in the service _____, when the customer interacts with the service firm.

encounter

Customer _____ are beliefs about service delivery that function as standards against which performance is judged.

expectations

_____ are personal and nonpersonal statements about a service made by an organization to customers.

explicit service promises

The four core dimensions that consumers initially use to evaluate websites are:

fulfillment, efficiency , system availability , privacy

The four core dimensions that consumers initially use to evaluate websites are:

fulfillment, efficiency, system availability, privacy

The highest level of expectations a customer has for a service are referred to as _____ expectations.

ideal

Service-related cues such as decor that lead to inferences about what a service should or will be like are referred to as _____.

implicit service promises

As the number of perceived service alternatives increases, the level of adequate service _____ and the zone of tolerance _____.

increases; narrows

A customer's expectations for service performance will be influenced by their _____, or their previous exposure to services that are relevant to a focal service.

past experience

States or conditions essential to the physical or psychological well-being of a customer and that are also pivotal influences on what customers desire in a service are known as __________.

personal needs

An important influence in desired service expectations is ____________, the customer's underlying generic attitude about the meaning of service and the proper conduct of service providers.

personal service philosophy

Short-term or temporary factors that influence how readily a customer will revise their expectations for adequate service are known as ____.

personal situational factors

_____ quality refers to a customer's judgment of the design, décor, and surroundings of the servicescape.

physical environment

The _____ dimension of service quality constitutes the ability to perform the promised service dependably and accurately.

reliability

A service encounter that occurs without any direct human contact is a(n) _____ encounter.

remote

_____ quality refers to a customer's judgment of the service delivery process (the way in which the service is delivered).

service

The _____ dimension of service quality refers to the physical facilities, equipment, and appearance of personnel.

tangibles

Tone of voice, employee knowledge, and effectiveness of handling customer issues are the primary bases for judging quality in _____.

technology mediated encounter

John's flight on United Airlines from Chicago to San Francisco departed 2 hours late because of a snowstorm in Chicago. The snowstorm that delayed John's flight is a(n):

uncontrollable situational factor

Because they are viewed as _____________ by customers, natural disasters such as tornadoes or hurricanes may lower service expectations for services such as insurance, telephone, and the Internet.

uncontrollable situational factors

Statements made by parties other than the service provider that influence expectations for what the service will be like are referred to as _____.

word of mouth communication

The extent to which customers recognize and are willing to accept variation in service performance is called the ____________:

zone of tolerance