Deck 12: Perceptions of Service Quality and Customer Satisfaction

Question 1

_____________ is a complex blend of understanding what a customer requires and delivering it profitably in the right way at the right time.

A) Customer management
B) Consumer research
C) Service quality
D) Satisfaction

Answer 1

A

Question 2

Quality is defined in the same way for both sport goods and sport services.

Answer 2

False

Question 3

When someone purchases a tennis racket, the item is an example of:

A) Sports good
B) Sports demographic
C) Sports service
D) Service quality

Answer 3

A

Question 4

Attending a local yoga class is an example of:

A) Sports good
B) Sports demographic
C) Sports service
D) Service quality

Question 5

____________ refers to the fact that many service aspects cannot be held, smelt, tasted, or seen.

A) Tangibility
B) Intangibility
C) Variability
D) Co-creation

Question 6

The input consumers have into the creation of value in a consumption experience is called:

A) Service quality
B) Customer satisfaction
C) Co-creation
D) Value adding

Question 7

Which of the following is a way to measure customer perceptions of quality?

A) Unsolicited feedback provided to staff at a soccer match
B) Customer surveying
C) Twitter posts about Nike's newest shoes
D) All of the above

Question 8

Satisfied customers are more likely to repurchase the product again. Why?

A) Because they are less likely to look at competitor offerings
B) Because they are time poor and habitually buy products that have satisfied them in the past
C) Because it is less risky to repurchase a product that satisfied them previously
D) All of the above

Question 9

Which of the following is likely to be the strongest driver of the satisfaction of sport season ticket holders?

A) The way the team is administered
B) The teams' marketing and communications
C) How personally involved fans feel with the team
D) Attitudes towards the home ground where the team plays

Question 10

Which of the following should be evaluated when examining sport product or service quality?

A) Physical environments
B) Interactions
C) Outcomes
D) All of the above

Question 11

The 'gap theory' of service quality improvement refers to the gap between:

A) How much consumers paid and how much they used the product
B) Service delivery and external communications about the service
C) Consumer attitudes and organizational attitudes
D) Consumer experiences and organizational experiences

Question 12

Satisfaction is the difference between customers' expectations prior to consumption and their perceptions of the actual experience.

Question 13

Which of the following is a key aspect of customer service as per SERVQUAL?

A) Reliability
B) Responsiveness
C) Building trust
D) All of the above

Question 14

Which of the following satisfaction drivers is mostly outside the short-term control of team management?

A) On-field performance
B) Service to members
C) Membership arrangements
D) Home ground

Question 15

Service ___________ is/are used by many organisations to create an easily understood picture of how a service will be provided to customers and how those customers will interact with the service.

A) Requirements
B) Blueprinting
C) Schematics
D) Quality

Question 16

The umbrella term _____________ captures the core tangible product offering of the team to its season ticket holders.

A) Personal seat licenses
B) Member benefits
C) Membership arrangements
D) None of the above

Question 17

In the context of season ticket holders, the churn rate describes:

A) The proportion of season ticket holders who do not renew the following year
B) The proportion of season ticket holders who renew each year
C) The proportion of season ticket holders who become lifetime season ticket holders
D) None of the above

Question 18

Personal involvement is the least tangible of the seven key satisfaction drivers.

Question 19

Which of the following is NOT a key satisfaction driver?

A) Home ground
B) Service to members
C) Marketing and communications
D) Player administration

Question 20

Which of the following is a positive outcome of customers satisfaction?

A) Repeat purchase and word-of-mouth
B) Additional attendance and concessions
C) Increased viewing and media consumption
D) All of the above

Question 21

The Net Promoter Score (NPS) is a ________ question that provides insight about customer satisfaction and loyalty.

A) Multiple-part
B) Open-ended
C) Single
D) True or false