yg, ygg, ygg, ygg, ygg

Give a brief generalized definition of a customer's perception of service.

A subjective assessment of an actual service experience.

27. (p. 59) 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.

A. Adequate service

13. (p. 56) The fluctuation in a customer's zone of tolerance is more a function of changes in the _____________, which moves readily up and down because of situational circumstances than of the _______________, which tends to move upward incrementally because of accumulated experiences.

A. Adequate service level; desired service level

20. (p. 58) 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.

A. Derived service

21. (p. 58) A(n) _____ expectation occurs when customer expectations are driven by another person or group of people.

A. Derived service

22. (p. 58) A human resources manager who is hiring a sales trainer to improve the company's sales close rate will be concerned whether the trainer will provide the needed tools and motivation to perform his or her job. The human resources manager wants the company's top management and its sales force managers to approve of his selection of trainer. This is an example of a(n) _____ expectation.

A. Derived service

5. (p. 53) _____ service is the level of service the customer hopes to receive.

A. Desired

7. (p. 53) 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.

A. Desired

43. (p. 63) 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):

A. Explicit service promise

38. (p. 62) Which of the following statements about predicted service is true?

A. If the consumer predicts good service, the level of adequate service is likely to be higher than if he or she predicted poor service

17. (p. 57) 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 __________.

A. Personal needs

36. (p. 62) One factor that influences adequate service is _____, the level of service that customers believe they are likely to get.

A. Predicted service

37. (p. 62) Which of the following is NOT a source of desired service and predicted service?

A. Situational factors

Provider gap 3 of the gaps model of service quality is caused by:

Advertising that over-promised

6. (p. 53) _____ service represents the minimum tolerable expectation, the bottom level of performance acceptable to the customer

B. Adequate

8. (p. 53) Leonard has been commuting to New York City on the Long Island Railroad for ten years. Every morning he takes the 7:00 a.m. train that is scheduled to arrive in New York at 8:15 a.m. from Huntington, a suburb of New York. Although Leonard would like the train to arrive in New York on time, he knows from his experience as a commuter that it is more likely the train will be 5 minutes late. Leonard's expectation that his train will be 5 minutes late reflects his _________ level of service for the Long Island Railroad.

B. Adequate

All of the following are strategic roles of the servicescape EXCEPT: A. Package B. Boundary spanner C. Differentiator D. Facilitator E. Socializer

B. Boundary spanner

19. (p. 58) After his home was burglarized, Rich became concerned about the safety of his wife and three children since he often traveled out-of-town on business. To prevent further burglaries and ensure his families safety, Rich decided to purchase a home security system from ADT Security Systems. Rich's expectation that an ADT home security system will protect his family and prevent future burglaries is influenced by his ____________.

B. Derived service expectations

The clearly displayed ENTRANCE and EXIT signs at a Jiffy-Lube 10-minute oil and lubrication service indicate that the Jiffy-Lube servicescape is playing the strategic role of: A. Package B. Facilitator C. Differentiator D. Boundary spanner E. Socializer

B. Facilitator

25. (p. 59) 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.

B. Higher than

Based on the Framework for Understanding Physical Environment-User Relationships, browsing in a retail store is a(n): A. Internal response moderator B. Individual behavior C. Cognitive response D. Servicescape dimension E. Internal response

B. Individual behavior

Coinstar is a self-service coin-counter found in many supermarkets. You pour your coins in and the machine counts the coins and gives you bills for an 8.9 percent fee. In terms of servicescape complexity, a Coinstar machine is a(n) _____ service environment. A. Tangible B. Lean C. Flexible D. Open E. Elaborate

B. Lean

14. (p. 57) Customers' tolerance zones vary for different service attributes or dimensions. The_______________ the factor, the __________ the zone of tolerance is likely to be.

B. More important; narrower

4. (p. 52) 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?

B. Normative

18. (p. 58) 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.

B. Personal service philosophy

23. (p. 58) 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.

B. Personal service philosophy

24. (p. 58) Lillie worked as a caterer when she was in college. She was highly critical of the caterer and its staff that her parents selected for their 50th anniversary party. Lillie's attitude about how a caterer should act reflects her:

B. Personal service philosophy

Which of the following acts as the stimulus in the stimulus-organism-response model? A. Employees B. The multidimensional service environment C. Customer emotions D. Customer E. Customer purchase behavior

B. The multidimensional service environment

28. (p. 60-61) During the days following Hurricane Katrina, telephone and Internet service was poor across a wide area because so many people were trying to get in touch with friends and relatives. Customers of these services soon realized that they should not expect the level of service they were accustomed to prior to the hurricane. These customers were quite forgiving during this time because they recognized that service performance was being affected by:

B. Uncontrollable situational factors

Sunoco in Canada realizes the importance of physical evidence to determining the value of the service being provided. As a result, it has refurbished its restrooms and committed its station operators to maintaining hygienic restrooms. A clean-smelling restroom is an example of a positive: A. Artifact B. Functional form C. Ambient condition D. Spatial format E. Service symbol

C. Ambient condition

Ambient conditions will have the least effect on customer behavior in which of the following servicescapes? A. A bakery shop B. An air-conditioned hotel on a hot July day C. An open five-story parking garage D. Bookstore with an in-store coffee cart E. A movie theater

C. An open five-story parking garage

If Maeve has to go on a business trip, she will not fly out of the airport in Atlanta, Georgia, because it is so large and has so many people who are in a hurry to get somewhere. Instead she chooses one of the smaller airports a couple of hours away. Maeve's reaction to the airport in Atlanta is a(n) _____ behavior. A. Social interaction B. Elimination C. Avoidance D. Approach E. Cognitive

C. Avoidance

For a physical evidence strategy to be effective, it must: A. Offer customization capabilities B. Create departmental integration C. Be linked clearly to the organization's overall goals and vision D. Be blueprinted E. Avoid creating negative ambient conditions

C. Be linked clearly to the organization's overall goals and vision

50. (p. 68) Product and service features that are unexpected and surprisingly enjoyable are known as ___________.

C. Delights

31. (p. 59) 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.

C. Higher; narrower

2. (p.52) The highest customer expectations are referred to as _____ expectations.

C. Ideal

39. (p. 62) 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.

C. Level of adequate service will be higher

The employees at Franklin Credit Union correspond to the _____ in the stimulus-organism-response model. A. Organic motivator B. Stimulus C. Organism D. Referent E. Role players

C. Organism

All aspects of the organization's physical facility are collectively referred to as the: A. Servicespan B. Service encounter arena C. Servicescape D. Service encounter place E. Service ground

C. Servicescape

The patient examination room in a doctor's office is a: A. Servicespan B. Service encounter arena C. Servicescape D. Service encounter place E. Service ground

C. Servicescape

35. (p. 61) 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):

C. Uncontrollable situational factor

What is the key to closing the customer gap?

Close provider gaps 1 through 4 and keep them closed.

Service companies can close provider gap 4 by doing all of the following EXCEPT:

Conducting marketing research

Which of the following factors does NOT lead to provider gap 4?

Creating clear standards

_____ conditions include background characteristics of the environment such as temperature and lighting. A. Ergonomic B. Holistic C. Physiological D. Ambient E. Environmentally-driven

D. Ambient

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

D. Expectations

44. (p. 63-64) Zoë was looking for a kennel to board her cocker spaniel for two weeks while she goes on vacation. There are two kennels close to her home. One charges $50 per week and the other charges $125 per week. Zoë chose the higher priced service because her dog is like a member of the family and she wanted it to have the best possible care while she was away. Zoë's service expectation level was determined by a(n):

D. Implicit service promise

46. (p. 64) When a customer chooses between a restaurant in a pricy suburb of Atlanta and a restaurant in a small farming community 45 miles away, there is a(n) _____ made by the locations that the customer will be more likely to find exotic cuisine and better trained servers at the downtown Atlanta restaurant.

D. Implicit service promise

30. (p. 59) As the number of perceived service alternatives increases, the level of adequate service _____ and the zone of tolerance _____.

D. Increases; narrows

Based on the Framework for Understanding Physical Environment-User Relationships, a person's ___________ to the servicescape is what influence his or her behavior in the service environment. A. Approach to B. Commitment to C. Affiliation with D. Internal response to E. Route to

D. Internal response to

3. (p. 52) Denise said all she expected from the day care at the gym she belonged to was to get her children back at the end of an hour and learn the police had not been called because of something they did. She uses this particular gym because the day care will let her unruly children stay even though it provides only the nominal supervision. Denise has _____ expectations about the day care.

D. Minimum tolerable

The first step in developing an effective physical evidence strategy is to: A. Map the physical evidence of the service B. Assess and identify physical evidence opportunities C. Clarify roles of the servicescape D. Recognize the strategic impact of physical evidence E. Update and modernize the physical evidence

D. Recognize the strategic impact of physical evidence

Two decades ago, travelers needing a place to rest for the night looked for the large, multi-colored Holiday Inn signs. Eventually, the signs started looking dated and seemed to remind people of early times even though the motel chain knew travelers wanted to stay in modern rooms with all the latest amenities. Holiday Inn recognized the signs were sending the wrong message during which stage of the physical evidence strategy? A. Map the physical evidence of the service B. Assess and identify physical evidence opportunities C. Clarify roles of the servicescape D. Recognize the strategic impact of physical evidence E. Update and modernize the physical evidence

D. Recognize the strategic impact of physical evidence

26. (p. 59) The factors that influence adequate service expectations are _____ in nature and fluctuate _____ than the factors that influenced desired service expectations.

D. Short-term; more

The McDonald's arches and the Toys 'R' Us mascot Geoffrey Giraffe are both examples of which composite dimension? A. Ambient conditions B. Functional forms C. Spatial shapes D. Signs, symbols and artifacts E. Holistic icons

D. Signs, symbols and artifacts

Two decades ago, travelers who were looking for a place to rest for the night looked for the large, multi-colored Holiday Inn signs. Eventually, the signs started looking dated and seemed to remind people of early times even though the motel chain knew travelers wanted to stay in modern rooms with all the latest amenities. Because the signs were sending the wrong message, Holiday Inn used physical evidence strategy to create more modern signage. During which step of the physical evidence strategy would this change have occurred? A. The blueprinting of the physical evidence of service B. Updating and modernizing of ambient evidence C. The creation of a cross-functional service artifact D. The updating and modernizing of physical evidence E. Mapped the service encounter points

D. The updating and modernizing of physical evidence

32. (p. 60-61) 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.

D. Uncontrollable situational factors

Service companies can close provider gap 3 by doing any of the following EXCEPT

Developing customer-defined service standards

Which of the following is an example of a remote service environment? A. Scarlett O'Haira hair salon B. First National Bank of Polk County C. The Home Depot D. Pizza Hut restaurant E. Carolina Power, an electricity provider

E. Carolina Power, an electricity provider

Another name for human factors design is _____, which could lead to the creation of airline passenger seats that provide adequate back support and leg room. A. Bioengineering B. Physiological tooling C. Physical factors design D. Holistic design E. Ergonomics

E. Ergonomics

42. (p. 63) 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):

E. Explicit service promise

All of the following are elements of a hotel's servicescape EXCEPT: A. Business center for checking e-mail and sending faxes B. Lobby C. Convention facilities D. Swimming pool E. Housekeeping staff

E. Housekeeping staff

Based on servicescape usage, a dance studio is a(n) _____ environment. A. Self-service B. Vertical service C. Remote service D. Flexible service E. Interpersonal services

E. Interpersonal services

Which of the following factors does NOT cause provider gap 3?

Efficient marketing research systems

A hair salon is an example of an elaborate interpersonal service.

False

In its role as socializer, the servicescape should only be designed to aid in the socialization of customers.

False

Inadequate vertical communications will broaden provider gap 4.

False

Physical evidence strategy begins with the recognition of the strategic importance of physical evidence in determining service quality expectations and perceptions and then moves directly to the identification of additional physical evidence that would do the job even better than what now exists.

False

Provider gap 2 exists in service companies because of a failure of horizontal communication.

False

The only role performed by the servicescape is to attract or deter entry; it does not actually influence the degree of success consumers experience in executing their plans once inside.

False

The sources of customer expectations are all controlled by the service provider.

False

The spatial layout and functionality are most important for interpersonal services environments.

False

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.

Gap 1

Provider ______ is the difference between company understanding of customer expectations and the development of customer-driven service designs and standards.

Gap 2

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.

Gap 3

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.

Gap 4

Service companies can close provider gap 2 by doing all of the following EXCEPT:

Improving communication between the marketing and operations departments

Service companies can close provider gap 4 by:

Improving communications between sales and operations departments

Which of the following factors leads to provider gap 2?

Inappropriate physical evidence and servicescape

ist two examples of sources of customer expectations over which the marketer has limited control.

Innate personal needs, word-of-mouth communication, competitive offerings.

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.

Interactive

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

Over-promising

List three sources of customer expectations that are market-controlled factors.

Pricing, advertising, and sales promises

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

Target Market

Companies that emphasize acquiring new customers rather than retaining current customers are using _____ marketing.

Transactional

Ad puffery such as "The Best Pizza in the State" could lead to provider gap 4.

True

An elaborate interpersonal service faces the most complex servicescape decisions.

True

Deficiencies in human resources management policies will broaden provider gap 3.

True

Improved upward communication can be used to narrow provider gap 1.

True

In a sense, the servicescape can be viewed as nonverbal communications.

True

Provider gap 2 is the difference between development of customer-driven service standards and actual service performance by company employees.

True

Services marketing bridges the gap between what customers expect to get and what they perceive they actually got.

True

The absence of customer-defined standards will broaden provider gap 2.

True

The central focus of the gaps model of service quality is to close the gap between customer expectations and perceptions.

True

The cracked and buckled pavement of the parking lot outside the superstore illustrates how physical evidence can assume the role of package.

True

The _____ gap is the difference between customer expectations and perceptions

customer

The sources of customer expectations are market-controlled factors such as

sales promises

In terms of servicescape complexity, which of the following is a lean service environment? A. ATM machine B. Fred Astaire Dance Studio C. Vanderbilt University Hospital D. Microtel Inns & Suites E. Delta Air Lines

A. ATM machine

When you visit the web site for Hyatt hotels, you can look at pictures of its newest hotels, register for its continuity programs and make reservations quickly. Because the site is inviting, attractive and fun to browse, customers perceive the Hyatt hotels to also be this way. By designing it this way, Hyatt has used: A. Clue management B. Customer-driven cues C. Company-oriented tangibles D. A visual enhancement strategy E. A virtual enhancement strategy

A. Clue management

Based on the Framework for Understanding Physical Environment-User Relationships, employees and customers' internal responses to the dimensions of their physical surroundings are: A. Cognitive, emotional, and physiological B. Individual, contextual, and personal C. Cognitive only D. Emotional only E. Emotional and physiological only

A. Cognitive, emotional, and physiological

Which of the following is an element of the servicescape for the Fred Astaire Dance Studio? A. Its parquet dance floor B. Its ad in the Atlanta Journal-Constitution C. How experienced its dance instructors are D. Business cards handed out by instructors E. A brochure describing its dance lessons and its various payment plans

A. Its parquet dance floor

12. (p. 57) As a service dimension increases in importance, a customer's zone of tolerance _____ and his or her desired and adequate service levels _____.

A. Narrows; increase

The Apple Store's clean, open spaces and white walls create a modern feel and draw all of the customer's attention to relatively few products on display. The Apple Store's servicescape is playing what strategic role? A. Package B. Boundary spanner C. Differentiator D. Facilitator E. Socializer

A. Package

16. (p. 57) When Maria woke up this morning, she felt terrible. She had a headache, sore throat and upset stomach. She called her doctor's office, explained her condition to the receptionist and asked if she could make an appointment to see the doctor as soon as possible that day since she was going on vacation tomorrow. Maria's desired expectation to see her doctor the same day she became sick resulted from a(n):

A. Personal need

Based on servicescape usage, a convenience store is a(n) _____ environment. A. Self-service B. Vertical service C. Remote service D. Flexible service E. Interpersonal services

A. Self-service

Spatial layout and functionality increase in importance when: A. Service is provided in a self-service environment B. Customers are under no time pressure C. Service is provided in a remote environment D. Photographic blueprints are used to assess the service process E. Service is provided in an interpersonal services environment

A. Service is provided in a self-service environment

Which of the following service organizations has an elaborate environment? A. Six Flags over Texas B. Dave's Dry Cleaners C. Nancy's Nails D. The Cutting Edge Hair Salon E. New Attitudes Car Wash

A. Six Flags over Texas

Addison White is an event planner who specializes in family reunions. He creates situations in which family members can visit, share memories and get to know each other more intimately. He may rent the family a large house in the mountains or schedule them for a picnic in a national forest. White relies on ______ behavior to make the reunions a success. A. Social interaction B. Cognitive C. Avoidance D. Ergonomic E. Holistic

A. Social interaction

Some retailers have feared that their customers will like the convenience of Internet shopping and quit shopping at their stores. To combat this, many mall retailers have tried to create a shopping experience that is entertaining because they believe that Internet retail sites are not designed to be fun. That's why you'll see fashion shows, magic acts, local singers and children's art exhibits at malls. The malls are encouraging _____ behavior. A. Social interaction B. Cognitive C. Avoidance D. Ergonomic E. Holistic

A. Social interaction

At Hawkes and Wellington, an upscale men's clothing store, classical music plays softly in the background, while the store's fragrance-a blend of oak, leather and fine tobacco wafts from carefully placed heat-sensitive pellets. The music and fragrance at Hawkes and Wellington correspond to the _____ in the stimulus-organism-response model. A. Stimulus B. Service motivator C. Response D. Referent E. Organism

A. Stimulus

10. (p. 54) Jamie's desires a haircut that will look just as attractive when she awakens in the morning as it does when she is going out on a date. With the desired haircut, all she has to do to fix her hair is to shake her head. A haircut is adequate when it doesn't have any stray long hairs and it hides her cowlick. Jamie's recent haircut was in her _________ because while it didn't look great all the time, a quick brushing was all that was needed to fix it.

A. Zone of tolerance

The receptionist at Dr. Smith's office is shut off from the waiting area by a glass partition. She must open a small door to communicate with patients and at times, it is difficult to get her attention. In this example, the servicescape could be improved with respect to its role as a: A. Package B. Facilitator C. Differentiator D. Boundary spanner E. Socializer

B. Facilitator

To make car maintenance service more tangible to consumers, Speedi-Lube has added a large diagram on one of the waiting room walls of its service centers that shows the underside of an automobile and identifies all of the lubrication points and exactly what work is being done to the car. As part of its physical evidence strategy, Speedi-Lube has: A. Mapped the physical evidence of the service B. Identified physical evidence opportunities C. Clarified the roles of the servicescape D. Recognized the strategic impact of physical evidence E. Updated and modernized its ambient evidence

B. Identified physical evidence opportunities

15. (p. 57) 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 stands 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.

B. Personal needs

49. (p. 64) 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:

B. Word-of-mouth communication

A hair salon designed to appeal to children does not use the standard salon furniture. Instead, children sit on carousel horses to get their haircuts. Large TV monitors strategically located throughout the salon show kid-targeted videos and cartoons are there to entertain the children. The child-friendly hair salon's servicescape services in what two capacities? A. A package and as a facilitator B. A facilitator and as a boundary spanner C. A differentiator and as a facilitator D. A boundary spanner and as a differentiator E. A socializer and as a facilitator

C. A differentiator and as a facilitator

Every time Beth takes her three-year-old daughter shopping, the child complains about unpleasant smells. A sharp olfactory sense makes _____ in retail situations extremely important to Beth and her daughter. A. Natural environments B. Functional forms C. Ambient conditions D. Spatial formats E. Sensory symbols

C. Ambient conditions

Many customers will not shop at traditional retail stores the day after Thanksgiving due to the crowds. This refusal to shop is an example of how a servicescape can create _____ behavior. A. Interaction B. Elimination C. Avoidance D. Approach E. Cognitive

C. Avoidance

While most KFC restaurants look alike, there is one in Marietta, Georgia, that is in the base of a 56-foot tall chicken replica with rolling eyes and a moving beak. In this example, the servicescape is acting as a: A. Package B. Facilitator C. Differentiator D. Boundary spanner E. Socializer

C. Differentiator

11. (p. 55) 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:

C. Expectations

Many new commercial aircraft designed for long haul international flights now have business class seats that recline into "skybeds" making it much easier for passengers to sleep. The new skybeds represent an improvement to the aircraft servicescape with respect to its role as: A. Boundary spanner B. Socializer C. Facilitator D. Defender E. Package

C. Facilitator

40. (p. 62) ________ is the level of service that customers believe they are likely to get during an impending transaction or exchange.

C. Predicted service

In a(n) _____ environment, the service facility can be designed to keep its employees motivated and to facilitate productivity, teamwork and operational efficiency without any consideration of customers. A. Self-service B. Vertical service C. Remote service D. Saleable service E. Interpersonal services

C. Remote service

34. (p. 60) 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.

C. Uncontrollable situational factor

47. (p. 64) Before going out to dinner with her husband at Formia Ristorante, a contemporary Italian restaurant in New Jersey, Jennifer read a review of Formia in the local newspaper. The review indicated Formia is an unpretentious and unassuming, but exceptionally fine, contemporary Italian restaurant. Five servers who are under the owner's watchful eye attentively care for the fourteen roomy tables in the single large dining room. What the servers may lack in experience is more than compensated for by tempered enthusiasm and sincere desire to ensure guests are comfortable. The review of Formia that Jennifer read is a(n):

C. Word-of-mouth communication

_____ standards are operations standards set by a service firm to correspond to customer expectations.

Customer-Driven

To reach business travelers (its largest market) Canadian Airline has installed gate-side business centers where tired business travelers can enjoy a hot shower or sit in massage chairs and listen to soothing music. These amenities are examples of which composite dimension of servicescapes? A. Spatial layout B. Signs C. Artifacts D. Ambient conditions E. Functional forms

D. Ambient conditions

Once an organization that is developing a physical evidence strategy has recognized the strategic impact of physical evidence, it should next: A. Update and modernize this physical evidence B. Clarify the tactical roles of the servicescape C. Create a cross-functional work team D. Blueprint the physical evidence of service E. Map the service encounter points

D. Blueprint the physical evidence of service

45. (p. 64) 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.

D. Implicit service promise

In a(n) _____ environment, the servicescape must be planned to attract, satisfy and facilitate the activities of both customers and employees simultaneously. A. Saleable service B. Self-service C. Customized services D. Interpersonal services E. Remote service

D. Interpersonal services

When you visit the web site for Hyatt hotels, you can look at pictures of its newest hotels, register for its continuity programs and make reservations quickly. These elements of its web site are all examples of: A. Service encounter arena B. Technological intangibility C. Responsiveness D. Physical evidence E. A technological service arena

D. Physical evidence

Many people expect checkered tablecloths and bottles of Chianti wine at Italian restaurants and fortune cookies at Chinese restaurants. These are both examples of which composite dimension? A. Ambient conditions B. Functional forms C. Spatial shapes D. Signs, symbols and artifacts E. Holistic icons

D. Signs, symbols and artifacts

33. (p. 60) 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):

D. Uncontrollable situational factor

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

Difference between customer expectations and perceptions

In terms of its servicescape complexity, The White Elephant, a restaurant that specializes in traditional Thai cooking is an example of a(n) _____ service environment. A. Tangible B. Lean C. Flexible D. Open E. Elaborate

E. Elaborate

The Hilton Hawaiian Village offers its guests mattresses that adjust to body contours and weight. The bed designed with air baffles and wooden slats is good for people with bad backs and those with varicose veins. These mattresses use _____ to create positive responses to the hotel's servicescape. A. Bioengineering B. Physiological tooling C. Physical factors design D. Holistic design E. Ergonomics

E. Ergonomics

41. (p. 63) _____ are personal and nonpersonal statements about a service made by an organization to customers.

E. Explicit service promises

To reach business travelers (its largest market) Canadian Airline has installed continuous "power to the seat" and Internet service for those who need to work on their laptops for the entire plane trip. By adding these amenities, Canadian Airline has improved the __________ of the service environment: A. Spatial input B. Symbolic design C. Ambient conditions D. Targeted artifacts E. Functionality

E. Functionality

48. (p. 64-66) Velma was preparing to take her first airplane trip in more than 20 years. One of the primary reasons why she has not flown is because she is over six feet tall and the closeness of the seats made her extremely uncomfortable. Just prior to making plane reservations, she saw an article in a travel magazine congratulating United and American Airlines for increasing the room between passenger seats. She did not have time to read the whole article—just the first paragraph. She made her reservations on United Airlines with the expectation that she would not have to feel like she was "shoe horned" into her seat. When she boarded the plane, she was struck with how close the seats appeared. It wasn't long before she learned that United had only increased the room for the first six rows and American had made sure that every seat had extra room. Velma's service expectation levels were shaped by:

E. Past experience and explicit service promises

29. (p. 59) 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:

E. Perceived service alternatives

The last time Dominique traveled on an airplane she took an antihistamine before her flight to keep her ears unclogged and prevent an earache. Dominique took an antihistamine to prevent a(n) ____ response to the airplane's environment. A. Perceptual B. Emotional C. Cognitive D. Tensional E. Physiological

E. Physiological

9. (p. 54) The extent to which customers recognize and are willing to accept variation in service performance is called the ____________:

E. Zone of tolerance

Customer _____ are the standards for performance against which service experiences are compared.

Expectations

Provider gap 1 is widened when the service provider promises delivery on Monday when in fact there is no way the service provider can deliver until the following Thursday.

False

Signs, symbols and artifacts should not be expected to create first impressions or communicate service concepts.

False

The synchronizing of supply and demand will narrow provider gap 4.

False

The use of transactional marketing will tend to narrow provider gap 1.

False

The work environment of a lawyer does not affect whether clients and/or colleagues view her as successful and trustworthy.

False

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.

Gap 1

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.

Gap 1

Provider _____ is the difference between customer expectations of service and company understanding of those expectations.

Gap 1

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.

Gap 1

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 immediately 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.

Gap 1

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.

Gap 1

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.

Gap 1

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.

Gap 1

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.

Gap 2

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.

Gap 2

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.

Gap 2

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.

Gap 2

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.

Gap 2

Provider _____ is the discrepancy between the development of customer-driven service standards and actual service performance by company employees.

Gap 3

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.

Gap 3

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.

Gap 3

iffy 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.

Gap 3

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.

Gap 4

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.

Gap 4

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.

Gap 4

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.

Gap 4

Provider _____ is the difference between service delivery and the service provider's external communications.

Gap 4

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.

Gap 4

On which of the provider gaps do the actions of retailers, franchisees, agents and brokers have the greatest impact?

Provder gap 3

Which provider gap is a company trying to narrow when it concentrates on developing a service recovery strategy?

Provider gap 1

On which of the provider gaps does an inappropriate servicescape have the greatest impact?

Provider gap 2

On which of the provider gaps are deficiencies in human resources management policies most likely to have the greatest impact?

Provider gap 3

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.

Relationship

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.

Relationship

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.

Servicescape

Briefly define customer expectations for a service.

Standards or reference points against which service experiences are compared.

What is the central focus of the gaps model of service quality?

The customer gap

What is provider gap 4 of the gaps model of service quality?

The difference between service delivery and the service provider's external communications.

What is provider gap 3 of the gaps model of service quality?

The difference between the development of customer-driven service standards and actual service performance by company employees.

Which of the following would result in a broadening of provider gap 1?

The marketing research done by the motel chain includes insufficient research about what its target market wants

One of the major difficulties associated with provider gap 4 is that communications to consumers typically involve issues that cross organizational boundaries.

True

The musty smell of old papers at a used bookstore is an example of an ambient condition.

True

The parking lot, the neon signs, the building exterior and the restrooms are all part of a servicescape for a nightclub.

True

To develop an effective physical evidence strategy, a service firm should use a cross-functional team approach.

True

Wide aisles on an airplane let the servicescape act as a facilitator.

True

nappropriate physical evidence can result in provider gap 2.

True

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

provider