Deck 14: Improving Service Quality and Productivity

ملء الشاشة (f)
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سؤال
The service quality is the difference between what customers expect to receive and their perceptions of the service that is actually delivered.
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لقلب البطاقة.
سؤال
The ____________ is the difference between what service providers believe customers expect and customers' actual needs and expectations

A) interpretation gap
B) standard gap
C) knowledge gap
D) service quality gap
E) internal communications gap
سؤال
Organizations that are known for excellent service make use of hard measures rather than soft measures.
سؤال
____________ and ____________ typically measure satisfaction with all major customer service processes and products.

A) Total market surveys; ordinary surveys
B) Regular surveys; ordinary surveys
C) Regular surveys; reverse surveys
D) Regular surveys; split surveys
E) Total market surveys; annual surveys
سؤال
The standards gap is the difference between specified delivery standards and the service provider's actual performance on these standards.
سؤال
The ____________ is the difference between what a service provider communicates and what it actually delivers to the customer.

A) interpretation gap
B) communications gap
C) perceptions gap
D) standards gap
E) knowledge gap
سؤال
Which of the following is NOT one of the six service quality gaps?

A) The knowledge gap.
B) The proportion gap.
C) The policy gap.
D) The delivery gap.
E) The perceptions gap.
سؤال
The common perspective on quality includes all of the following EXCEPT ____________.

A) transcendent view
B) user-based definition
C) manufacturing-based approach
D) process-based approach
E) value-based definition
سؤال
Making service processes more efficient results in a better quality experience for customers and ensures improved benefits for them.
سؤال
Hard measures are those that cannot be easily observed and must be collected by talking to customers, employees, and others.
سؤال
Because customers are often involved in service production, operations managers need to low at how customer outputs can be more productive.
سؤال
Which of the following is one of the customer-driven approaches to improving productivity?

A) Ask customers not to use third parties.
B) Limiting customer involvement in production.
C) Changing the timing of customer demand.
D) Reducing backstage elements of production.
E) Reducing front-stage elements of production.
سؤال
Control charts offer a simple method of displaying performance on hard measures over time against specific quality standards.
سؤال
Transactional surveys are typically conducted after customers have completed a specific transaction.
سؤال
Which of the following is NOT a broad dimension of service quality?

A) Tangibles
B) Reliability
C) Responsiveness
D) Transcendence
E) Assurance
سؤال
The ____________ is supply based, and is concerned primarily with engineering and manufacturing practices.

A) transcendent view
B) user-based definition
C) manufacturing-based approach
D) product-based approach
E) value-based definition
سؤال
Which of the following is the prescription for the perception gap?

A) Ensure the right service processes and specify standards.
B) Ensure that performance meets standards.
C) Learn what customers expect.
D) Tangibilize and communicate the service quality delivered.
E) Ensure that communications promises are realistic.
سؤال
The perception gap is the difference between what is, in fact, delivered and what customers perceive they have received.
سؤال
Explain the transcendent view of quality.
سؤال
Typically the cost of an unhappy customer is lower than the cost of service recovery.
سؤال
Give an example of biometric test usage in a service environment.
سؤال
The Return on Quality perspective from Holiday Inn suggests that the focus of preventative maintenance should be on the hotel exterior, the guest rooms, and guest bathrooms.
سؤال
A study by Holiday Inn actually showed that as the number of defects per hotel increase, the amount of revenue per room increases.
سؤال
Which of the following is the best example of the source of a delayed flight caused by procedures?

A) Cutoff too close to departure time
B) Late cabin crews
C) Late cabin cleaners
D) Weather
E) Oversize baggage
سؤال
FedEx was one of the first company's to understand the need for a firm-wide index of service quality that embraced all the key activities that had an impact on customers.
سؤال
FedEx approaches quality management from which of the following perspectives?

A) Percent of packages on time
B) Percent of flights arriving safely
C) Baseline of zero failures
D) Low turnover
E) High Turnover
سؤال
____________ is the authentication or identification of individuals based on physical characteristics or traits.

A) Service amping
B) Decryption
C) Biometrics
D) Encryption
E) Electronic access
سؤال
What is a key element of gaining customer acceptance of new procedures and technology?
سؤال
Self-service pumps with credit card readers increase gas station productivity, but lead to higher costs because of additional fees.
سؤال
Which of the following is one of Holiday Inn's hotel areas that show a particularly strong impact on revenue per available room?

A) Dining facilities
B) The lobby
C) The exterior
D) Public restrooms
E) Kitchen facilities
سؤال
What is ISO 9000?
سؤال
Explain what is meant by the "user-based definition" of service quality.
سؤال
Explain what SERVQUAL is and how it is used in services.
سؤال
Fedex's Service Quality Indicator is a 10-item measure of satisfaction and service quality from the customers' viewpoint.
سؤال
Which of the following is the best example of the source of a delayed flight caused by front-stage personnel?

A) Air traffic
B) Late food service
C) Late fuel
D) Gate agents cannot process passengers quickly enough
E) Poor announcement of departures
سؤال
What is the collection of customer feedback tools that a firm can use?
سؤال
Discuss what could be involved in the prescription for "The Delivery Gap."
سؤال
Describe one of the primary components of the prescription for the policy gap.
سؤال
List the four ways to improve service productivity.
سؤال
Describe what is meant by the 80/20 rule in the context of an airline.
سؤال
List a major service firm from the chapter that has received the Malcolm-Baldrige National Quality Award.
سؤال
Discuss what the six sigma approach is and how it can be applied to service quality and productivity.
سؤال
Discuss the advantages of using a customer's physical characteristics to increase productivity in the delivery of service quality.
e.g. a fingerprint) than it is to forget a password or account number. Other applications include voice recognition for call-centers, self-service banking, and home shopping.
سؤال
Describe what is involved when an auditor conducts a quality analysis at Holiday Inn hotels.
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ملء الشاشة (f)
exit full mode
Deck 14: Improving Service Quality and Productivity
1
The service quality is the difference between what customers expect to receive and their perceptions of the service that is actually delivered.
True
2
The ____________ is the difference between what service providers believe customers expect and customers' actual needs and expectations

A) interpretation gap
B) standard gap
C) knowledge gap
D) service quality gap
E) internal communications gap
C
3
Organizations that are known for excellent service make use of hard measures rather than soft measures.
False
4
____________ and ____________ typically measure satisfaction with all major customer service processes and products.

A) Total market surveys; ordinary surveys
B) Regular surveys; ordinary surveys
C) Regular surveys; reverse surveys
D) Regular surveys; split surveys
E) Total market surveys; annual surveys
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
5
The standards gap is the difference between specified delivery standards and the service provider's actual performance on these standards.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
6
The ____________ is the difference between what a service provider communicates and what it actually delivers to the customer.

A) interpretation gap
B) communications gap
C) perceptions gap
D) standards gap
E) knowledge gap
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
7
Which of the following is NOT one of the six service quality gaps?

A) The knowledge gap.
B) The proportion gap.
C) The policy gap.
D) The delivery gap.
E) The perceptions gap.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
8
The common perspective on quality includes all of the following EXCEPT ____________.

A) transcendent view
B) user-based definition
C) manufacturing-based approach
D) process-based approach
E) value-based definition
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
9
Making service processes more efficient results in a better quality experience for customers and ensures improved benefits for them.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
10
Hard measures are those that cannot be easily observed and must be collected by talking to customers, employees, and others.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
11
Because customers are often involved in service production, operations managers need to low at how customer outputs can be more productive.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
12
Which of the following is one of the customer-driven approaches to improving productivity?

A) Ask customers not to use third parties.
B) Limiting customer involvement in production.
C) Changing the timing of customer demand.
D) Reducing backstage elements of production.
E) Reducing front-stage elements of production.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
13
Control charts offer a simple method of displaying performance on hard measures over time against specific quality standards.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
14
Transactional surveys are typically conducted after customers have completed a specific transaction.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
15
Which of the following is NOT a broad dimension of service quality?

A) Tangibles
B) Reliability
C) Responsiveness
D) Transcendence
E) Assurance
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
16
The ____________ is supply based, and is concerned primarily with engineering and manufacturing practices.

A) transcendent view
B) user-based definition
C) manufacturing-based approach
D) product-based approach
E) value-based definition
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
17
Which of the following is the prescription for the perception gap?

A) Ensure the right service processes and specify standards.
B) Ensure that performance meets standards.
C) Learn what customers expect.
D) Tangibilize and communicate the service quality delivered.
E) Ensure that communications promises are realistic.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
18
The perception gap is the difference between what is, in fact, delivered and what customers perceive they have received.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
19
Explain the transcendent view of quality.
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افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
20
Typically the cost of an unhappy customer is lower than the cost of service recovery.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
21
Give an example of biometric test usage in a service environment.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
22
The Return on Quality perspective from Holiday Inn suggests that the focus of preventative maintenance should be on the hotel exterior, the guest rooms, and guest bathrooms.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
23
A study by Holiday Inn actually showed that as the number of defects per hotel increase, the amount of revenue per room increases.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
24
Which of the following is the best example of the source of a delayed flight caused by procedures?

A) Cutoff too close to departure time
B) Late cabin crews
C) Late cabin cleaners
D) Weather
E) Oversize baggage
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
25
FedEx was one of the first company's to understand the need for a firm-wide index of service quality that embraced all the key activities that had an impact on customers.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
26
FedEx approaches quality management from which of the following perspectives?

A) Percent of packages on time
B) Percent of flights arriving safely
C) Baseline of zero failures
D) Low turnover
E) High Turnover
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
27
____________ is the authentication or identification of individuals based on physical characteristics or traits.

A) Service amping
B) Decryption
C) Biometrics
D) Encryption
E) Electronic access
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
28
What is a key element of gaining customer acceptance of new procedures and technology?
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
29
Self-service pumps with credit card readers increase gas station productivity, but lead to higher costs because of additional fees.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
30
Which of the following is one of Holiday Inn's hotel areas that show a particularly strong impact on revenue per available room?

A) Dining facilities
B) The lobby
C) The exterior
D) Public restrooms
E) Kitchen facilities
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
31
What is ISO 9000?
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
32
Explain what is meant by the "user-based definition" of service quality.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
33
Explain what SERVQUAL is and how it is used in services.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
34
Fedex's Service Quality Indicator is a 10-item measure of satisfaction and service quality from the customers' viewpoint.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
35
Which of the following is the best example of the source of a delayed flight caused by front-stage personnel?

A) Air traffic
B) Late food service
C) Late fuel
D) Gate agents cannot process passengers quickly enough
E) Poor announcement of departures
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
36
What is the collection of customer feedback tools that a firm can use?
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
37
Discuss what could be involved in the prescription for "The Delivery Gap."
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
38
Describe one of the primary components of the prescription for the policy gap.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
39
List the four ways to improve service productivity.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
40
Describe what is meant by the 80/20 rule in the context of an airline.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
41
List a major service firm from the chapter that has received the Malcolm-Baldrige National Quality Award.
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افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
42
Discuss what the six sigma approach is and how it can be applied to service quality and productivity.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
43
Discuss the advantages of using a customer's physical characteristics to increase productivity in the delivery of service quality.
e.g. a fingerprint) than it is to forget a password or account number. Other applications include voice recognition for call-centers, self-service banking, and home shopping.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
44
Describe what is involved when an auditor conducts a quality analysis at Holiday Inn hotels.
فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.
فتح الحزمة
k this deck
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فتح الحزمة
افتح القفل للوصول البطاقات البالغ عددها 44 في هذه المجموعة.