MKTG 303 - Ch 13

_________ means allowing employees to make decisions about how service is provided to customers. Endorsement Quality control Standardization Empowerment Authorization

Empowerment

When there is a significant difference between the service customers receive and the service the firm promotes, the firm has a _______ gap. knowledge standards social expectations delivery communications

communications

In services marketing, the saying "where the rubber meets the road" refers to whether or not a(n) __________ gap exists. knowledge quality delivery standards empowerment

delivery

The ___________ gap can be closed by getting employees to meet or exceed service standards when the service is being delivered by empowering service providers, providing support and incentives, and using technology where appropriate communications knowledge standards delivery acceptance

delivery

A __________ gap reflects the difference between customers' expectations and the firm's perception of those customer expectations. seniority knowledge standards delivery communication

knowledge

Medical services and assisted living care are examples of services shifted abroad because costs are lower in developing countries. services an aging population will increase the demand for. household maintenance activities that people increasingly pay others to perform. the price elasticity effect on services demand. the ability of empowerment to create tangible service products.

services an aging population will increase the demand for.

Training service providers to know exactly what a "good job" entails is setting service knowledge. quality. delivery. standards. empowerment.

standards.

To define the zone of tolerance, firms ask a series of questions about each service quality dimension that relate to all of the following except the desired and expected level of service for each dimension, from low to high. customers' perceptions of how well the focal service performs, from low to high customers' perceptions of how well a competitive service performs, from low to high. the importance of each quality service dimension. the desired and expected level of service for each dimension, from high to low.

the desired and expected level of service for each dimension, from high to low.

Many product-dominant firms use quality service as a way to minimize the cost of production. to support a standards gap. as a way to increase the perishability of their products. to install a voice of the customer program. to maintain a sustainable competitive advantage.

to maintain a sustainable competitive advantage.

Bank of America uses a complex polling system coupled with a customer response measurement system to assess consumers' responses to new products and services. Bank of America is using a(n) __________ program to improve service quality and service offerings. quality gap analysis empowerment zone of tolerance standards analysis voice-of-customer

voice-of-customer