omg
19. (p. 113) The _____ dimension of service quality refers to the willingness to help customers and provide prompt service. A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles
B. Responsiveness
4. (p. 35) The _____ gap is the difference between customer expectations and perceptions. A. Customer B. Service C. Value D. Quality E. Delivery
A. Customer
27. (p. 116) The growth of e-tailing has led to the identification of four core dimensions that consumers use to evaluate Web sites. They are: A. Efficiency, fulfillment, reliability and privacy B. Responsiveness, reliability, assurance and empathy C. Context, content, community and connectivity D. Content, reliability, privacy and download speed E. Efficiency, effectiveness, maneuverability and attractiveness
A. Efficiency, fulfillment, reliability and privacy
34. (p. 121) In Mexico for about $13.50, you can participate in a migrant obstacle course that gives tourist a taste of the sometimes deadly crossings that illegal migrants make daily. Employees of the park do their best to catch the mock migrants. When they are caught, they hands are bound behind their back and they are loaded into trucks. The capture of the mock migrants is an example of a(n) _____ encounter. A. Face-to-face B. Public C. Personal D. Symbiotic E. Customer-controlled
A. Face-to-face
. (p. 36-37) The 25th Hour Inc. is a business that runs errands for people. Its employees have been called in to care for a toddler when her mother went into labor, to buying groceries for a mother who wanted to attend her child' soccer game and to decorate for parties. If any customer is not completely happy with the service The 25th Hour provides, its employees are told to 18immediately refund the customer's money (less any expenses) as soon as the complaint is made known. This sort of service recovery policy helps to narrow provider _____ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
A. Gap 1
10. (p. 36-37) Enterprise Rent-A-Car closely ties customer service to employee success. With a tracking system called the Enterprise Service Quality Index (ESQi), the company routinely follows up with customers by phone to determine their level of satisfaction with the company. Only completely satisfied customers count toward an employee ESQi score, which is used to measure employee's potential for promotion. Enterprise closes provider _____ by using marketing research. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
A. Gap 1
11. (p. 36-37) The Oaks at Ojai is an award-winning destination spa in California. Two thirds of The Oaks' guests are repeat visitors who return to the spa for a fun and relaxing service experience unsurpassed by other spas. Just before heading home, each guest is asked to complete a questionnaire and provide feedback about his or her experience. Questions are specific and management meets weekly to review and discuss the improvements suggested by guests. Each guest who completed a questionnaire receives a letter of thanks with a promise to follow up on any issues mentioned. By conducting research and focusing on customer relationships, The Oaks is closing provider _________ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
A. Gap 1
12. (p. 36-37) When IKEA, the world's largest furniture retailer, wanted to open a store in Chicago, the company asked groups of customers to dream up their ideal shopping experience and draw a design for a store that would satisfy their needs. IKEA subsequently incorporated the customers' ideas into the service design for the store. Instead of simply conducting surveys to determine customer expectations, IKEA put customers in a "wish mode" and successfully used an innovative approach to close provider _________ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
A. Gap 1
14. (p. 36-37) Telepizza S.A. Is a Spanish pizza restaurant chain that offers children membership in its magic club. The magic club gives its members small prizes, usually simple magic tricks, with each order their parents place. Telpizza's use of a frequency marketing program has allowed it to narrow provider _____ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
A. Gap 1
16. (p. 36-37) Service providers like insurance companies that emphasize acquiring new customers rather than retaining current customers are broadening provider _____ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
A. Gap 1
19. (p. 37) Frequent travelers on airlines know one of the costs of traveling is damaged baggage, but they also know that each airline will either repair or replace any luggage damaged by its baggage handlers. The ability to count on this service in the event a handle is torn off or the side of a bag is gashed helps the airlines narrow provider _____ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
A. Gap 1
20. (p. 37) The Ritz-Carlton Hotel trains each employee to note the likes and dislikes of regular customers and record this information into a computerized guest history profile that provides information on the preferences of 240,000 repeat Ritz-Carlton customers. Through the use of this customer database, the Ritz-Carlton is able to provide more personalized service to its guests. If, for example, a guest prefers a feather pillow or always orders a glass of sherry before retiring, this information can be entered in the database and these needs can be anticipated and met. By providing more personalized service, the Ritz-Carlton is narrowing provider _____ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
A. Gap 1
7. (p. 36) Provider _____ is the difference between customer expectations of service and company understanding of those expectations. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
A. Gap 1
42. (p. 44) Service companies can close provider gap 4 by: A. Improving communications between sales and operations departments B. Using a systematic new-service development process C. Eliminating employee role ambiguity and role conflict D. Creating customer-defined standards E. Making sure customers understand their roles and responsibilities
A. Improving communications between sales and operations departments
23. (p. 39) Which of the following factors leads to provider gap 2? A. Inappropriate physical evidence and servicescape B. Inadequate marketing research C. Lack of integrated services marketing communications D. Failure to match supply and demand E. Inadequate horizontal communications
A. Inappropriate physical evidence and servicescape
43. (p. 123) Last Thursday Dylan and Tori had dinner at Pig Pete's, a new restaurant they had a heard about from friends. When they received their order of buffalo wings, Dylan noticed the wings were cold and dried out instead of being hot and moist. Dylan complained to their waitress, who apologized, brought out a plate of freshly cooked buffalo wings and told Dylan and Tori that they would not be charged for the buffalo wings. The couple's experience at Pig Pete's is an example of which type of service encounter incident? A. Recovery B. Adaptability C. Spontaneity D. Credibility E. Coping
A. Recovery
17. (p. 113) Southwest Airlines has consistently had one of the best on-time performance records in the airline industry. A critical factor in Southwest's success has been its use of second tier airports such as Midway in Chicago, Hobby in Houston, City in Detroit and Ontario in Los Angeles. These lower traffic airports allow South-west to have a faster turnaround for its airplanes so they spend a greater percentage of their time in the air. Seventy percent of Southwest's flights have a turnaround time of 15 minutes. Southwest Airline's on-time performance reflects the _____ dimension of service quality. A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles
A. Reliability
18. (p. 113) _____ has consistently proven to be the most important determinant of service quality. A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibility
A. Reliability
35. (p. 122) A service encounter that occurs without any direct human contact is a(n) _____ encounter. A. Remote B. Phone C. Detached D. Public E. Impersonal
A. Remote
11. (p. 107) Which of the following statements about the American Customer Satisfaction Index (ACSI) is true? A. The ACSI demonstrates to service providers that there is much room for improvement in customer satisfaction B. The ACSI was developed by the federal government as a way to include customer satisfaction measurements in census data C. In spite of the name, the ACSI also measures customer satisfaction levels for countries with which the U.S. has a greater than average level of trade D. The only country that is currently studying customer satisfaction and creating an index is the United States E. The ACSI tracks customer perceptions of the level of satisfaction provided by sole proprietorships as well as by large corporations
A. The ACSI demonstrates to service providers that there is much room for improvement in customer satisfaction
14. (p. 111) Imagine a bereaved family at a funeral home discovering a disco ball in the chapel, dirty restrooms and rap music on the sound system. You would be correct in saying: A. The physical environment quality led the family to belittle the overall service quality B. The technical outcome quality of the facility needed fine tuning C. The inappropriateness of the service quality was due to poor technical qualities D. Interaction qualities led to perceived inequities E. The overall service quality is not influenced by tangibles
A. The physical environment quality led the family to belittle the overall service quality
15. (p. 36-37) Companies that emphasize acquiring new customers rather than retaining current customers are using _____ marketing. A. Transactional B. Developmental C. Proactive D. Relationship E. Acquisition
A. Transactional
44. (p. 124) When Randy Ross arrived at the airport Enterprise Rent-A-Car to pick up a reserved SUV, he was told the agency had no such car on the lot and that it had no record of him making a reservation. The rental agency's customer service representative Gene Lowery apologized profusely and called other agencies until he located an SUV at an agency several miles away. Lowery personally drove him to the other agency, knocked 20 percent off the rental fee, handed Ross $2 to pay a toll that he would now have to pay to get to his destination and gave him a free tank of gas. Ross's experience at Enterprise is an example of which type of service encounter incident? A. Recovery B. Adaptability C. Spontaneity D. Functionality E. Coping
B. Adaptability
45. (p. 44) Service companies can close provider gap 4 by doing all of the following EXCEPT: A. Avoiding over-promising in advertising B. Conducting market research C. Adequately educating customers to use service appropriately D. Viewing all of its external communications as interdependent E. Including interactive marketing in communications plans
B. Conducting market research
50. (p. 129) In Mexico for about $13.50, you can participate in a migrant obstacle course that gives tourist a taste of the sometimes deadly crossings that illegal migrants make daily. Employees of the park do their best to catch the mock migrants. When they are caught, they hands are bound behind their back and they are loaded into trucks. Which of the following would NOT be part of the customer's evidence of service for this experience? A. The other customers B. Economic conditions in Mexico C. Guarantees of safety D. Conditions of land that is being crossed E. How employees communicate with customers
B. Economic conditions in Mexico
5. (p. 35) Customer _____ are the standards for performance against which service experiences are compared. A. Perceptions B. Expectations C. Attitudes D. Judgments E. Wants
B. Expectations
21. (p. 37,39) Provider ______ is the difference between company understanding of customer expectations and the development of customer-driven service designs and standards. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
B. Gap 2
25. (p. 39-40) FedEx developed a 12-item statistical Service Quality Indicator to measure customer satisfaction and service quality. The index is comprised of customer-defined performance standards such as number of missed pick-ups, number of lost packages and number of late deliveries. Each of the performance standards is weighted based on the relative importance of each standard to customers. By developing a Service Quality Indicator that incorporates customer-defined performance standards, FedEx is closing provider _____ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
B. Gap 2
26. (p. 40) 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. Each treatment takes place in a private booth, which contains an ergonomically-designed chair, muted lights and New Age-style music. The walls are painted calming shade of blues and greens. By using physical evidence to reduce anxiety, Teethart is narrowing provider _____ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
B. Gap 2
28. (p. 39-40) The Oaks at Ojai is an award-winning destination spa in California. Two thirds of The Oaks' guests are repeat visitors who return to the spa for a fun and relaxing service experience unsurpassed by other spas. The owner and staff of The Oaks are committed to delivering the best service possible. Each employee is carefully selected and trained, every event happens with precision, guest questionnaires are thoroughly reviewed, and improvements suggested by guests are implemented. By having service standards that reflect what customers expect, The Oaks at Ojai is closing provider _________ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
B. Gap 2
29. (p. 40) Home Design is a reasonably priced source for home decorating items like bronze bookends and silver candlesticks. Until its recent remodeling, customers who happened into the store were often disappointed because they expected the store to be a discount store. The front of the store had some masonry damage. Its parking lot needed repaving. Its store windows were stained and one was cracked. Now customers who enter the store expect to find unique decorating items because the outside of the store is so tastefully done. This change in servicescape was a way to narrow provider _____ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
B. Gap 2
30. (p. 39-40) When the toddler's ball rolled under the motel bed, his mother was surprised to find a dirty sock and used crumbled tissues under the bed also. This physical evidence of service was not what the mother expected to find in this luxury hotel and served to broaden the provider _____ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
B. Gap 2
33. (p. 119) Which of the following statements about service encounters is true? A. When a customer has multiple service encounters with a firm, the only important encounter in terms of the customer's perception is the first one B. If a customer is interacting with a firm for the first time, that initial encounter will create a first impression of the organization C. All encounters are equally important in building customer relationships D. A customer will remember only negative service encounters and will forget any and all positive ones E. All services have on average about the same number of service encounters
B. If a customer is interacting with a firm for the first time, that initial encounter will create a first impression of the organization
13. (p. 111) _____ quality refers to how a service is delivered to the customer. A. Output B. Interaction C. Experiential D. Technical outcome E. Interactive
B. Interaction
8. (p. 37) Which of the following factors is NOT a factor leading to provider gap 1? A. Inadequate marketing research orientation B. Over-promising C. Lack of upward communication D. Insufficient relationship focus E. Inadequate service recovery
B. Over-promising
36. (p. 123) On his way home from school, Daoud stopped at Wendy's and placed his order for a grilled chicken combo using the drive-through microphone. Which type of service encounter did Daoud have with Wendy's when he ordered his meal? A. Remote B. Phone C. Detached D. Public E. Collective
B. Phone
20. (p. 114) Betty had a group of checks that she needed to deposit and another that she needed to cash for a trip she was leaving on the next day. When she got to her bank on Saturday, she was very disappointed to see it was closed. There was one car in the parking lot and a man was walking toward it. She pulled into a place to decide what to do. The man she had seen walked up to her car and asked if he could help. When she explained her problem, the man introduced himself as the bank's vice president and offered to cash her checks with the money he had in his wallet. Betty has since learned that this kind of service is commonplace at her bank. She knows the bank focuses on the _____ dimension of service quality. A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles
B. Responsiveness
29. (p. 117) When consumers have problems with a Web site, they use _____ dimensions to evaluate e-service quality. A. Tangibility, efficiency and fulfillment B. Responsiveness, compensation and contact C. Empathy, efficiency and expectations D. Reliability, privacy and assurance E. Efficiency, fulfillment, reliability and privacy
B. Responsiveness, compensation and contact
12. (p. 108) Which of the following industries would be ranked highest by the American Customer Satisfaction Index (ACSI)? A. Online retailers B. Snack food C. Restaurant D. Internet auctions E. Insurance
B. Snack food
5. (p. 105) Business travelers today are more likely to order room service than ever before. A tired piece of chicken in a congealed sauce kept company by a heap of wilted lettuce will likely cause the customer to think negatively about his or her hotel stay. This is an example of how _____ influences customer satisfaction. A. The salesperson's emotional state B. Problems with perceived equity C. A product feature D. Service validity E. Service attribution
C. A product feature
21. (p. 114) For years, Texaco used the slogan, "You can trust your car to the man who wears the star". Which dimension of service quality was the Texaco promotional campaign emphasizing? A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles
C. Assurance
23. (p. 114) In services with a high level of credence qualities, e.g., banking, insurance, medical and legal service, which of the following service quality dimensions is most important? A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles
C. Assurance
1. (p. 35) The central focus of the gaps model of service quality is the: A. Constant need to provide value for dollars spent B. Four dimensions of service C. Difference between customer expectations and perceptions D. Temptation to handle services as if they were tangibles E. Customer-employee-supplier triumvirate
C. Difference between customer expectations and perceptions
32. (p. 41) Which of the following factors does NOT cause provider gap 3? A. Ineffective employee recruitment B. Failure to match supply and demand C. Efficient marketing research systems D. Channel conflict over objectives and performance E. Lack of employee empowerment, perceived control and teamwork
C. Efficient marketing research systems
31. (p. 119) 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. A. Event B. Socialization C. Encounter D. Arrangement E. Experience
C. Encounter
32. (p. 119) On a recent trip to Disneyworld, Danielle had her picture taken with Minnie Mouse. After the picture was taken, Minnie Mouse signed Danielle's autograph book. Danielle's interaction with Minnie Mouse was actually a service _____ with Disneyworld. A. Event B. Socialization C. Encounter D. Arrangement E. Acculturation
C. Encounter
37. (p. 123) The greatest potential variability in the interaction between a customer and a service firm occurs in a(n) _____ service encounter. A. Detached B. Phone C. Face-to-face D. Public E. Integrated communication
C. Face-to-face
30. (p. 115) Nita 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. Nita has the potential to experience problems with which e-service quality dimension as she trades books? A. Assurance B. Reliability C. Fulfillment D. Empathy E. Efficiency
C. Fulfillment
31. (p. 40) Provider _____ is the discrepancy between the development of customer-driven service standards and actual service performance by company employees. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
C. Gap 3
35. (p. 40-41) The owner of a small but growing business, Terry Franklin was becoming overwhelmed with requests from his outside customer service representatives for decisions about solutions to customer problems. Noting the mountain of his own work that was piling up, he instituted a policy change and informed the representatives. "Keep the customers happy," he said. "f it's a problem that takes less than $100.00 to fix, there's no need to call me. Use your judgment and go ahead and fix it." Terry Franklin is using empowerment to narrow provider __________ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
C. Gap 3
36. (p. 41) In India weddings are timed to occur when Venus is in the ascendant and Jupiter is strong. This day is deemed lucky. In 2005, almost 15, 000 couples in New Delhi had their wedding on December 25, the day astrologers announced would be the best day for a wedding. It is very likely that wedding planners in New Delhi have difficulty narrowing provider ______ of the gaps model of service quality due to their inability to match supply and demand. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
C. Gap 3
37. (p. 41) Jiffy Lube, a franchiser of 10-minute oil and lubrication services, has been plagued by a lack of consistency across franchise outlets. The lack of consistency has resulted from Jiffy Lube's failure to require franchisees to adhere to common service standards as it rapidly expanded its franchise business across the U.S. Jiffy Lube's failure to require franchisees to adhere to common service standards has led to provider _____ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
C. Gap 3
38. (p. 41) The New York Palace, an upscale hotel in New York City, synchronizes demand and hotel capacity by offering an attractively priced weekend package during the fall when demand for its rooms slows down. In addition to having a luxury-filled weekend at the New York Palace for $219 per night, guests enjoy very select privileges from Saks Fifth Avenue. Its weekend package provides a personal shopping coordinator, complimentary gift wrap and package delivery to the hotel, individual beauty consultation and a 10 percent Saks discount. The New York Palace's weekend package closes provider ____ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
C. Gap 3
6. (p. 105) Because Virginia's brother died while he was cashing a check at the local bank, Virginia has always hated any type of banking. When it became necessary for her to go to the bank to empty her brother's safe deposit box, she complained the whole time about the inept service, the too-cold air conditioning and the poor parking. Virginia's customer satisfaction was adversely influenced by: A. Poor service quality B. Her perception of service quality C. Her emotional state D. Her attributions for service success E. Her perception of equity
C. Her emotional state
7. (p. 105) Gwen's first trip to an amusement park was as a chaperone for a class of special education children who were allowed to fill up on sugar on the bus trip to the park. By the end of the day, Gwen was very frustrated and very tired. Later when she revisited the amusement park, Gwen could not enjoy the experience because she kept remembering how miserable she had been acting as a chaperone. Gwen's satisfaction with amusement parks was adversely influenced by: A. Poor service quality B. Her perception of service quality C. Her emotional state D. Her attributions for service success E. Her perception of equity
C. Her emotional state
49. (p. 44) The marketing that goes on between an insurance agent and a current customer that is buying car insurance for a new teenage driver is an example of _____ marketing. A. Formal B. External C. Interactive D. Controlled
C. Interactive
45. (p. 127) The last time Lia went shopping at Parisian's department store she had a very pleasant experience. When she entered Parisian's, she asked a sales associate named Sarah for assistance finding a pair of jeans, a pair of shorts, a skirt and matching tops. Sarah enthusiastically agreed to help and treated Lia like royalty throughout her two-hour shopping trip. Sarah stayed with Lia the entire time she was in Parisian's and showed her a number of different styles of jeans, shorts, skirts and tops. Sarah brought Lia additional items while she was in the fitting room and offered her advice on accessorizing her outfits. After the sale, Sarah thanked Lia for her purchases. Lia's experience at Parisian's is an example of which type of service encounter incident? A. Recovery B. Adaptability C. Spontaneity D. Believability E. Coping
C. Spontaneity
9. (p. 36-37) Which of the following would result in a broadening of provider gap 1? A. The service intermediary for a cruise line wants to only sell those cruises on which it would receive the highest commissions B. The ski resort has an over-reliance on price to smooth demand for its resort facilities C. The marketing research done by the motel chain includes insufficient research about what its target market wants D. The ads for the language program over-promise how quickly the average person will be able to learn a foreign language E. All of the above would result in a broadening of provider gap 1
C. The marketing research done by the motel chain includes insufficient research about what its target market wants
33. (p. 41) Provider gap 3 of the gaps model of service quality is caused by: A. Failure to match supply and demand B. Advertising that over-promised C. Failure to connect service design to service positioning D. Inadequate maintenance of servicescape E. A tendency to view each external communication as independent
D.
42. (p. 123) Which of the following themes is NOT a source of customer satisfaction/dissatisfaction in service encounters? A. Recovery B. Adaptability C. Spontaneity D. Credibility E. Coping
D. Credibility
40. (p. 123) To determine the source of customers' favorable and unfavorable perceptions in service encounters, researchers use which of the following research methods? A. Trailer calls B. Mall intercept interviews C. Role-playing experiments D. Critical incident technique E. Thematic apperception tests
D. Critical incident technique
41. (p. 123) Allstate changed its insurance billing procedure after research revealed customers wanted flexible payment plans and billing information presented in an -to-read format. What type of research would Allstate most likely have used to discover how customers perceived Allstate's billing procedure? A. Trailer calls B. Mall intercept interviews C. Role-playing experiments D. Critical incident technique E. Thematic apperception tests
D. Critical incident technique
1. (p. 104) Which of the following statements about customer satisfaction and service quality is true? A. Customer satisfaction is a focused evaluation that reflects the customer's perception of specific dimensions of service like reliability and responsiveness B. Service quality is more inclusive than customer service C. The terms customer service and service quality can correctly be used interchangeably D. Customer satisfaction is influenced by perceptions of service quality E. None of the above statements about customer satisfaction and service quality is true
D. Customer satisfaction is influenced by perceptions of service quality
22. (p. 39) _____ standards are operations standards set by a service firm to correspond to customer expectations. A. Company-driven B. Competitor-driven C. Contact employee-driven D. Customer-driven E. Management-defined
D. Customer-driven
24. (p. 115) The _____ dimension of service quality is the caring, individualized attention given to customers. A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles
D. Empathy
25. (p. 115) For years, State Farm insurance used the slogan, "Like a good neighbor, State Farm is here". The slogan showed the availability of the State Farm agent to help in any way needed. Which dimension of service quality was State Farm emphasizing? A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles
D. Empathy
39. (p. 44) Olivia and Ian were due to be wed last March when a tornado blew down the church where the wedding was to be held. Even though the wedding was postponed and they risked losing over one thousand dollars in deposits, they were not worried because they had purchased wedding insurance. The salesperson had guaranteed they would have a perfect wedding no matter what happened. When Ian called the insurance agent, he learned that the policy did not provide coverage if the wedding was postponed due to an act of nature such as a tornado. In this case, provider _____ of the gaps model of service quality was apparent as their "perfect wedding" did not happen as promised. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
D. Gap 4
40. (p. 44) Provider _____ is the difference between service delivery and the service provider's external communications. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
D. Gap 4
43. (p. 44) In order to get an accurate cholesterol reading, an individual must fast for at least eight hours before the test. When you schedule a cholesterol test at your doctor's office, you will receive a brochure that will explain the fasting and why it is so very necessary. Providing this sort of educational literature to patients is one way doctors try to narrow provider _____ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
D. Gap 4
44. (p. 44) Marriott had an advertising campaign with the following theme: "You can't be late for business appointments and neither can we. At Marriott, if your breakfast doesn't show up on time, it won't show up on your bill. That's because we take our business just as seriously as you take yours. And our business is service. The commitment is what makes Marriott the business traveler's first choice". If a business traveler, who saw this advertisement, stayed at a Marriott hotel and did not receive breakfast on time and was charged for that breakfast, Provider _____ of the gaps model of service quality would have occurred. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
D. Gap 4
46. (p. 44) Extron Electronics sells coaxial cables for connecting computers to all types of peripheral devices like printers, modems and fax machines. For the benefit of its customers, Extron provides a laminated card with pictures of all the possible cable connections that a customer could need. With this card, a customer can order from one to any number of connectors with as many feet of cable as is needed. Orders can be placed by calling a toll-free, number, sending an email, or using the company's website. Company reps are also available 24-hours a day in case the customer is not sure which drawing on the card matches his or her needs. By integrating its services marketing communications, Extron is closing provider _____ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
D. Gap 4
47. (p. 44) American Airlines pilots and crews are trained to inform customers immediately when flight delays occur and to keep customers advised at regular intervals about the changes in a flight's schedule. By keeping customers informed during a flight, American Airlines is closing provider _____ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
D. Gap 4
48. (p. 42) The ads for a weight loss program that promised the program would change an individual's eating habits through hypnosis is probably overstating its usefulness because there are some people in the world that cannot be hypnotized. This sort of misleading advertising broadens provider _____ of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4
D. Gap 4
8. (p. 105) Raul took his dog Buffy to dog training school to stop Buffy from barking. As soon as the dog returned home, she started her same pattern of barking. Raul was highly critical of the trainers for not teaching Buffy not to bark even though he had not continued the reinforcement technique he was supposed to use to encourage Buffy's good behavior. Raul customer satisfaction was adversely affected by: A. Poor service quality B. His perception of service quality C. His emotional state D. His attribution for service failure E. His perception of equity
D. His attribution for service failure
24. (p. 39) Service companies can close provider gap 2 by doing all of the following EXCEPT: A. Using a systematic new-service development process B. Developing customer-defined service standards C. Designing and using an appropriate servicescape D. Improving communication between the marketing and operations departments E. Creating formal process for setting service quality standards
D. Improving communication between the marketing and operations departments
48. (p. 128) Which of the following would lead to dissatisfying SSTs? A. Stakeholder-driven failure B. Poor Internet linkage C. Management failure D. Poor design E. Innovation failure
D. Poor design
3. (p. 36) To close the customer gap, the gaps model of service quality suggests that the _______ gaps need to be closed. A. Services marketing B. Service dimensions C. 4 Ps D. Provider E. Value
D. Provider
13. (p. 36-37) Telepizza S.A. Is a Spanish pizza restaurant chain that offers children membership in its magic club. The magic club gives its members small prizes, usually simple magic tricks, with each order their parents place. Telepizza has 65 percent of the Spanish market as a result of using _____ marketing. A. Transactional B. Developmental C. Proactive D. Relationship E. Acquisition
D. Relationship
17. (p. 36-37) Hertz Car Rental has a customer loyalty program called Gold Plus Rewards that rewards members with one point per dollar spent on qualifying rentals. Free weekend rentals can be earned for as few as 500 points. By having a customer loyalty program, Hertz is using __________ marketing. A. Transactional B. Developmental C. Proactive D. Relationship E. Acquisition
D. Relationship
2. (p. 35) The sources of customer expectations are market-controlled factors such as: A. The individual's innate needs B. The individual's previous experiences C. Word-of-mouth communication D. Sales promises E. What the competition is offering
D. Sales promises
4. (p. 105) Which of the following statements about customer satisfaction is true? A. Satisfaction cannot be defined quantitatively B. Customer satisfaction can only be analyzed if it is considered to be a static occurrence C. Customer satisfaction can only be determined through anecdotal evidence D. Satisfaction may be associated with feelings of ambivalence when there is a mix of positive and negative experiences E. Customer satisfaction is not influenced by price
D. Satisfaction may be associated with feelings of ambivalence when there is a mix of positive and negative experiences
15. (p. 111) Which of the following in NOT an example of technical outcome quality? A. The taste of a meal at a restaurant B. An airplane arriving on time at an airport C. A pest control company eradicating termites in a townhouse D. The sales associate greeting a customer in a specialty clothing store E. A utility company connecting electricity for a customer's new home
D. The sales associate greeting a customer in a specialty clothing store
16. (p. 111) Customers often cannot accurately evaluate the technical qualities of legal work like that provided when a homeowner refinances his or her property. Which of the following cues would the homeowner be likely to use to evaluate the legal services? A. Courtesy of the lawyer and staff B. Diplomas on wall C. How the lawyer dresses D. The lawyer's use of humor and empathy E. All of the above
E. All of the above
2. (p. 105) Which of the following can influence how satisfied a customer is with a service? A. Customers' emotions B. Product features C. Customers' perception of service quality D. Uncontrollable situational factor E. All of the above
E. All of the above
3. (p. 111) Which of the following incidents is likely to influence a customer's perception of service quality of an appliance store? A. A late night call to the store's service department B. The relationship the customer has established with the store after buying several different appliances C. A salesperson's explanation of extended warranty service D. The welcoming atmosphere of the store E. All of the above
E. All of the above
38. (p. 123) In Mexico for about $13.50, you can participate in a migrant obstacle course that gives tourist a taste of the sometimes deadly crossings that illegal migrants make daily. Employees of the park do their best to catch the mock migrants. When they are caught, they hands are bound behind their back and they are loaded into trucks. The service quality the mock migrants perceive is determined by: A. Whether the faux border patrols use abusive language B. How hot the truck is C. How well the other customers react to their capture D. How the faux border patrol dresses E. All of the above
E. All of the above
39. (p. 123) Which of the following are determinants of service quality in a face-to-face service encounter? A. Verbal behavior of employees B. Decor of physical environment C. Verbal behavior of customers D. Appearance of employees E. All of the above
E. All of the above
22. (p. 114) Why would a blood bank, which pays people for their blood donations and then sells this blood to hospitals, use the name Blood Assurance? A. Because the assurance dimension of service quality guarantees customer satisfaction B. Because the assurance dimension of service quality means that the blood donation will be done accurately C. Because the assurance dimension of service quality emphasizes the knowledge of the employees D. Because the assurance dimension of service quality negates concerns about tangibles E. Because the assurance dimension of service quality inspires trust and confidence
E. Because the assurance dimension of service quality inspires trust and confidence
46. (p. 127) In Mexico for about $13.50, you can participate in a migrant obstacle course that gives tourist a taste of the sometimes deadly crossings that illegal migrants make daily. Employees of the park do their best to catch the mock migrants. When they are caught, they hands are bound behind their back and they are loaded into trucks. When a captured mock migrant showed signs of having a heart attack, the park employees would be involved in which type of service encounter incident? A. Reliability B. Adaptability C. Spontaneity D. Functionality E. Coping
E. Coping
47. (p. 127) Which of the following service encounter themes reflects employees' responding to problem customers, i.e., customers who are unwilling to cooperate with the service provider, other customers, industry regulations and/or laws? A. Recovery B. Adaptability C. Spontaneity D. Credibility E. Coping
E. Coping
41. (p. 44) Which of the following factors does NOT lead to provider gap 4? A. Absence of strong internal marketing program B. Over-promising in advertising C. Insufficient communication between advertising and operations D. Differences in policies and procedures across company branches E. Creating clear standards
E. Creating clear standards
34. (p. 41) Service companies can close provider gap 3 by doing any of the following EXCEPT: A. Teaching customers to perform their roles appropriately B. Synchronizing supply and demand C. Motivating intermediaries to meet company service goals D. Empowering employees E. Developing customer-defined service standards
E. Developing customer-defined service standards
28. (p. 116) Research indicates that if an individual has to wait longer than eight seconds for an Internet site to download, then he or she will likely abandon plans to visit the site and move on to another site. In which of the service quality dimension that are used to evaluate web sites would a site be deficient if it took longer than eight seconds to download? A. Assurance B. Reliability C. Fulfillment D. Empathy E. Efficiency
E. Efficiency
49. (p. 129) Which of the following is NOT part of the evidence of service in a bank? A. Tellers B. Time spent waiting in line C. Bank's interior decorations D. Courtesy of loan officer when you apply for an automobile loan E. Interest rate on a 6-month certificate of deposit
E. Interest rate on a 6-month certificate of deposit
9. (p. 105) Business travelers today are more likely to order room service than ever before. A tired piece of chicken in a congealed sauce kept company by a heap of wilted lettuce led the salesperson to conclude that the hotel did not care about his comfort. Therefore, the salesperson decided to never stay at this hotel again. The salesperson's lack of satisfaction with the hotel was due to: A. The salesperson's emotional state B. Problems with perceived equity C. A product disadvantage D. Service validity E. Service attribution
E. Service attribution
27. (p. 40) The romantic mountain getaway seemed like the perfect Valentine's Day gift. The pictures in the brochure showed couples enjoying the amenities in their cabins. When the couple arrived, they found a cold, uninviting 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. A. Internal marketing B. Management-driven service C. Interactive communication D. Relationship marketing E. Servicescape
E. Servicescape
26. (p. 115) The Walt Disney Company does not permit male employees at its theme parks to have mustaches and beards, sideburns that extend past the earlobe or hair covering any part of the ears or hanging over the shirt collar. In addition, male employees may not wear strong fragrances or earrings. The Walt Disney Company's dress code reflects the _____ dimension of service quality. A. Reliability B. Responsiveness C. Assurance D. Empathy E. Tangibles
E. Tangibles
6. (p. 35) Which of the following is NOT a source of customer expectations? A. Word-of-mouth communications B. Advertising C. Pricing D. Sales promises E. Target market
E. Target market
10. (p. 105) Henri, Al and T.K. are all studying to be dog groomers at a local Petsmart training academy. Henri and Al believe they received inadequate training because they could not get a job when the course concluded. T.K. thinks the academy was a great experience and really enjoys grooming the pets at Pet Heaven Kennels. In this example, satisfaction levels were influenced by: A. Poor service quality B. Their perceptions of service quality C. Their emotional states D. Their attributions for service success E. Their perception of equity
E. Their perception of equity
50. (p. 35) The central focus of the gaps model of service quality is to close the gap between customer expectations and perceptions. True or False
True