Exam 1 HRHM 3610

which of the following statements about how technology has positively influenced service is true?

All of the above statements

Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?

Customer expectations are higher because of the excellent service they receive from some companies

Unleashing Excellence introduces us to the concept of "inculturating" in regard to service excellence. Which of the following best describes this term?

Ensuring that service excellence ultimately becomes part of the organization's culture

Sam is the new manager of an electronics retailer. He has spoken with his people frequently about store appearance. In addition, he takes a significant amount of time himself to see that the restrooms are spotless, the cash register area is neat and clean, the windows are washed frequently, and that the electronics displays are orderly and immaculate. Which of the following Unleashing Excellence statements is Sam most likely to agree with?

Everything Speaks

Service companies can close provider gap 4 by:

Improving communications between sales and operations departments

______ refers to the fact that service cannot be saved, stored, resold, or returned

Intangibility

At Walt Disney world, a mechanism has been put into place to assist employees so that "cast members" can get information to assist guests. According to Unleashing Excellence

Is an example of a process that sets an employee up to be a service hero

Which of the following factors is NOT a factor leading to provider gap 1?

Overpromising

Historically, the Japanese have had poor dental care. As part of their beauty regimen, the Japanese do have a habit of lightening and whitening their skin. Teethart has developed "tooth manicure" salons, which allow Japanese to match their teeth coloration to their skin. A personalized whitening mouthpiece is developed for each patient. The mouthpiece is placed around the teeth and a cleaning solution is added. The patient listens to soothing music and sits in a comfortable chair while his or her teeth are whitened. Monthly treatments in this spa-like environment reflects the _______ element of Teethart's service mix.

Process

To close the customer gap, the gaps model of service quality suggests that the _______ gaps need to be closed.

Provider

Which of the following is most about "service wows" are described in Unleashing Excellence?

Service wows, according to Unleashing Excellence, are really about small things, consistently done, to please the customer

In the simplest terms, _______ are deeds, processes, and performances

Services

Which of the following statements describes marketing implications that result from the intangibility of services?

Services cannot be inventoried

Which of the following is NOT a source of customer expectations?

Target market

Which of the following points were not discussed in Unleashing Excellence regarding the Everything Speaks concept?

The checklist should be completed before the service blueprint is completed each day- no exceptions.

A general statement from Unleashing Excellence is that excellent service is so rare because

customers dont have strong needs for improved customer service

The central focus of the gaps model of service quality is the:

difference between customer expectations and perceptions

Which of the following factors does NOT cause provider gap 3

efficient marketing research systems

The first time Terry brought his car to Auto Lube to have the oil changed he was very satisfied with the service. The service manager consulted him several times while his car was being serviced, asked him if there were any problems with the car, recommended when additional services should be performed and answered questions directly and politely. However, when Terry went back to Auto Lube after three months to have his oil changed again, he was not satisfied with the service. The manager spoke to him only when he arrived and when he paid his bill. In addition, the manager was impatient and unfriendly during the interaction. Terry's experience at Auto Lube illustrates the _____ of services.

heterogeneity

In addition to the elements of the traditional marketing mix, the expanded mix for services includes:

people, physical evidence, and process

The romantic mountain getaway seemed like the perfect Valentine's Day gift. The pictures in teh brochure showed couples enjoying the amenities in their cabins. When the couple arrived, they found a cold, unforgiving cabin with a shortage of creature comforts- no down-filled blankets, no wood for the fireplace, paper plates and cups, and a broken chair. In this service example, the _______ was not what the customers expected.

servicescape

The Offshore Sailing School in Jersey City, New Jersey offers a basic sailing course, which takes place in three days over two weekends, for $495. Students enrolled in the course attend classroom sessions that cover the theory and technology of sailing and receive hands-on sailing instructions in the water that introduces them to all fundamental sailing skills. Student participation in the Offshore Sailing School's classroom sessions and hands-on sailing instructions illustrates the______ characteristics of services.

simultaneous production and consumption

Unleashing Excellence teaches us that a truly customer-focused organization will look at each customer service operation

through the lens of the customer