Quiz 3 Questions
_____ service represents the minimum tolerable expectation, the bottom level of performance acceptable to the customer.
Adequate
If customers believe they have multiple service providers to choose from, or if they can provide the service for themselves, their levels of _____________ are higher than those of customer who believe it is not possible to get better service elsewhere.
Adequate Service
If customers believe they have multiple service providers to choose from, or if they can provide the service for themselves, their levels of _____________ are higher than those of customer who believe it is not possible to get better service elsewhere.
Adequate service
Why would a blood bank, which pays people for their blood donations and then sells this blood to hospitals, use the name Blood Assurance?
Because the assurance dimension of service quality inspires trust and confidence
Product and service features that are unexpected and surprisingly enjoyable are known as ___________.
Delights
A(n) _____ expectation occurs when customer expectations are driven by another person or group of people.
Derived Service
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
April wants to get her ears pierced. In the community in which she lives, she can get them pierced at a jewelry store in a strip mall. She can get them pierced at the local tattoo parlor or have them pierced by a friend's mother who happens to be a nurse. Avril's mother has threatened her with dire punishment if she has them pierced and then gets an infection because the person who pierces them was inept or unsanitary. Avril chose the nurse because of a(n) _____, which makes her believe it is the method her mother will most approve of.
Derived service expectation
Last week, Francine bought a 6-month membership package at Planet Fitness. She plans to exercise at Planet Fitness four days a week by participating in an aerobics class, using the nautilus equipment and having a personal trainer. By the time her 6-month membership expires, Francine hopes to lose 20 pounds, tone and strengthen her muscles, improve her cardiovascular fitness and look and feel more attractive. Francine's expectations for her health and physical appearance reflect her _________ level of service for Planet Fitness.
Desired
_____ service is the level of service the customer hopes to receive.
Desired
The growth of e-tailing has led to the identification of four core dimensions that consumers use to evaluate Web sites at which they experience no questions or problems. They are:
Efficiency, fulfillment, system availability and privacy
The _____ dimension of service quality is the caring, individualized attention given to customers.
Empathy
Customer _____ are beliefs about service delivery that function as standards against which performance is judged.
Expectations
Tom Grantham, a U.S. citizen, decided to outsource the preparation of his personal income taxes to a company in India. After he emailed his earnings and scanned receipts, his tax return was completed in two days at a cost of $50 - about one-third of what a U.S. firm like H&R Block charges. However, he had to file his return as "self-prepared", since it was not prepared by a U.S. accountant. Using a foreign service provider may require customers to reset their:
Expectations
J C. Penney recently instituted a new policy for returns that states, "Happy returns. Any item, anytime, anywhere. It's that simple". J. C. Penney's return policy is an example of a(n):
Explicit service promise
Oakley Millwork is a supplier of products used in the construction industry. It has a published policy that if a customer places an order from its catalog and the product is not available for immediate delivery, the customer gets the item free. Oakley Millwork's policy is an example of a(n):
Explicit service promise
_____ are personal and nonpersonal statements about a service made by an organization to customers.
Explicit service promises
The greatest potential variability in the interaction between a customer and a service firm occurs in a(n) _____ service encounter.
Face-to-face
Anika belongs to an Internet library, which lets her trade books she no longer wants for like-valued items she does want. Most members follow the rules of the Web site, but a few unscrupulous members do not mail requested books because they are more interested in acquiring books than sharing them with others. Anika has the potential to experience problems with which e-service quality dimension as she trades books?
Fulfillment
The weekend cruise cost Jason Riggs $800 dollars. Before leaving on the cruise, Riggs told his neighbor, "With the money this trip is costing me, the food better be good and plentiful". What kind of expectations did Roux have?
High tolerance
If customers believe they have multiple service providers to choose from for a particular service, or if they can provide the service for themselves, their levels of adequate service are _________ those of customers who believe it is not possible to get better service elsewhere.
Higher than
Jack and Luke used the same mechanic to fix their cars. Both were unhappy with recent repairs. Luke who complained because his car was improperly repaired will have a ______ level of adequate service and a _____ zone of tolerance than Jack who did not complain about how poorly his car was running after the mechanic put in new spark plugs and did other maintenance.
Higher; narrower
Karen owns a cottage on Martha's Vineyard, a popular island destination for tourists from about April to October. When Karen visits the island in March to dine at her favorite pizza restaurant, she expects great service because the tourists are not there. Because she predicts she will receive great service, her _____ than it is during the tourist season.
Level of adequate service will be higher
Customers' tolerance zones vary for different service attributes or dimensions. The _______________ the factor, the __________ the zone of tolerance is likely to be.
More important; narrower
As a service dimension increases in importance, a customer's zone of tolerance _____ and his or her desired and adequate service levels _____.
Narrows; increase
Instead of cooking dinner themselves, Jenna and her roommate Sheryl decided to order pizza and have it delivered to their apartment. Although Jenna and Sheryl usually order pizza from Pizza Hut, they had recently received coupons in the mail from two other neighborhood pizza restaurants, JoJi's Gourmet Pizza and Angelo's Pizzeria, for discounts on the purchase of two medium pizzas. JoJi's Gourmet Pizza and Angelo's Pizzeria are providing the roommates with:
Perceived service alternative
States or conditions essential to the physical or psychological well-being of a customer that are pivotal factors that shape what customers desire in a service are known as __________
Personal needs
Steve, a baseball fan who regularly goes to games right after work, is thirsty and hungry by the time he gets to the ballpark. He hopes and desires that the food and drink vendors will visit his section of the stand frequently. Another fan, Bart, who regularly has dinner elsewhere before he attends games, has a lower level of desired service from the food and drink vendors at the ballpark. In this example, Steve and Bart have different ____________ that shape their desired level of service.
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
As a teenager, Louis spent his summers as a lifeguard. When he and his children went to swim at a public swimming pool, he noticed its lifeguards seemed to spend all of their time flirting with each other and not watching for swimmers in distress as Louis had been taught to do. Because of his __________, Louis had his children pack up their belongings and leave the pool.
Personal service philosophy
One factor that influences adequate service is _____, the level of service that customers believe they are likely to get.
Predicted service
________ is the level of service that customers believe they are likely to get during an impending transaction or exchange.
Predicted service
On a recent trip to Disneyland, Rose had her picture taken with Minnie Mouse. After the picture was taken, Minnie Mouse signed Rose's autograph book. Rose's interaction with Minnie Mouse was actually a(n) _______ with Disneyland.
Service encounter
The factors that influence adequate service expectations are _____ in nature and fluctuate _____ than the factors that influenced desired service expectations.
Short-term; more
Which of the following is NOT a source of desired service and predicted service?
Situational factors
The three themes that underlie customer evaluation of satisfying SSTs are:
Solved an intensified need; better than the alternative; did its job
John's flight on United Airlines from Chicago to San Francisco departed two hours late because of a snowstorm in Chicago. The snowstorm that delayed John's flight is a(n):
Uncontrollable situational factor
Kelly dined in a family-style restaurant in Mobile, Alabama, shortly after a hurricane had brushed the coastal area. The server apologized because there were no iced drinks available. The water supply had been contaminated by the storm's high tides. The water system was fine now, but after repairing other minor damages, the workers had not yet had a chance to clean the ice machine. Kelly, a long-time resident of Mobile, understood that _____ meant she would need to modify her service expectations.
Uncontrollable situational factor
A wildcat strike by garbage collectors in a large metropolitan city during prime tourist season will most likely cause tourists to cut short their visit and have a poor image of the city. The wildcat garbage strike is an example of a(n):
Uncontrollable situational factors
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
Johanna wants to learn self-defense and has signed up for a class at her local YMCA. She chose this particular class because her sister took it last year and told her it was a great class. While Johanna has never had a need to defend herself, everyone tells her it is a good idea to learn how. Johanna's service expectation for the class was shaped by:
Word of Mouth Communications
The extent to which customers recognize and are willing to accept variation in service performance is called the ____________:
Zone of tolerance