Deck 14: Improving Service Quality and Productivity

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Question
The communications gap is the difference between what the company communicates and what it actually delivers to its customers.
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Question
Which of the following is not a critical dimension for successful implementation of TQM in a service context?

A)information and analysis system
B)customer focus
C)human resource management
D)employee satisfaction
E)decision centralization
Question
Control charts offer a simple method of displaying performance on hard measures over time against specific quality standards.
Question
Which of the following is NOT one of the seven service quality gaps?

A)The knowledge gap.
B)The policy gap.
C)The perceptions gap.
D)The delivery gap.
E)The standards gap.
Question
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.
Question
The ____________ is the difference between what is delivered and what customers perceive they have received.

A)interpretation gap
B)communications gap
C)perceptions gap
D)policy gap
E)knowledge gap
Question
The policy gap is the difference between specified delivery standards and the service provider's actual performance on these standards.
Question
Which of the following is NOT a broad dimension of service quality?

A)Tangibles
B)Reliability
C)Responsiveness
D)Transcendence
E)Assurance
Question
Which of the following is the proposed solution 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.
Question
The ____________ starts with the premise that quality lies in the eye of the beholder.

A)transcendent view
B)user-based definition
C)manufacturing-based approach
D)product-based approach
E)value-based definition
Question
Typically the cost of an unhappy customer is lower than the cost of service recovery.
Question
The service quality gap is the difference between what customers expect to receive and their perceptions of the service that is actually delivered.
Question
Because customers are often involved in service production, a distinction needs to be drawn between the process of service delivery and the actual output of the service.
Question
Making service processes more efficient results in a better quality experience for customers and ensures improved benefits for them.
Question
Hard measures are those that cannot be easily observed and must be collected by talking to customers, employees, and others.
Question
Organizations that are known for excellent service make use of hard measures rather than soft measures.
Question
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
Question
The proposed solution for the communication gap is to be specific with promises and manage customers' understanding of communication content.
Question
The ____________ is the difference between what senior management believes customers expect and customers' actual needs and expectations

A)delivery gap
B)standards gap
C)knowledge gap
D)service quality gap
E)communications gap
Question
In broad terms, ____________ focuses on benefits created for the customer's side of the equation, and _____________ addresses the financial costs incurred by the firm.

A)productivity; quality
B)reliability, value
C)security; responsiveness
D)value; reliability
E)quality; productivity
Question
A study by Holiday Inn actually showed that as the number of defects per hotel increase, the amount of revenue per room increases.
Question
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.
Question
List the four reasons why improving productivity is important to marketers.
Question
List the three external gaps between the customer and the organization.
Question
Describe what is meant by the 80/20 rule in the context of an airline.
Question
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
Question
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
Question
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.
Question
Describe one of the primary components of the proposed solutions for the communication gap.
Question
What service imperative was described as receiving only secondary consideration at Sealink British Ferries?
Question
____________ 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
Question
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
Question
Explain what is meant by the "user-based definition" of service quality.
Question
Explain what SERVQUAL is and how it is used in services.
Question
Explain the transcendent view of quality.
Question
Self-service pumps with credit card readers increase gas station productivity, but lead to higher costs because of additional fees.
Question
Give an example of an application of biometrics to services?
Question
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
Question
Discuss what could be involved in the proposed solutions for "The Delivery Gap."
Question
To ensure continuing focus in a few key components of SQI, FedEx established six Quality Action Teams.
Question
Discuss what the six-sigma approach is and how it can be applied to service quality and productivity.
Question
List a major service firm from the chapter that has received the Malcolm-Baldrige National Quality Award.
Question
What is ISO 9000?
Question
Describe what is involved when an auditor conducts a quality analysis at Holiday Inn hotels.
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Deck 14: Improving Service Quality and Productivity
1
The communications gap is the difference between what the company communicates and what it actually delivers to its customers.
True
2
Which of the following is not a critical dimension for successful implementation of TQM in a service context?

A)information and analysis system
B)customer focus
C)human resource management
D)employee satisfaction
E)decision centralization
E
3
Control charts offer a simple method of displaying performance on hard measures over time against specific quality standards.
True
4
Which of the following is NOT one of the seven service quality gaps?

A)The knowledge gap.
B)The policy gap.
C)The perceptions gap.
D)The delivery gap.
E)The standards gap.
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5
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.
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6
The ____________ is the difference between what is delivered and what customers perceive they have received.

A)interpretation gap
B)communications gap
C)perceptions gap
D)policy gap
E)knowledge gap
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7
The policy gap is the difference between specified delivery standards and the service provider's actual performance on these standards.
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8
Which of the following is NOT a broad dimension of service quality?

A)Tangibles
B)Reliability
C)Responsiveness
D)Transcendence
E)Assurance
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Unlock Deck
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9
Which of the following is the proposed solution 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.
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Unlock for access to all 44 flashcards in this deck.
Unlock Deck
k this deck
10
The ____________ starts with the premise that quality lies in the eye of the beholder.

A)transcendent view
B)user-based definition
C)manufacturing-based approach
D)product-based approach
E)value-based definition
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11
Typically the cost of an unhappy customer is lower than the cost of service recovery.
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12
The service quality gap is the difference between what customers expect to receive and their perceptions of the service that is actually delivered.
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13
Because customers are often involved in service production, a distinction needs to be drawn between the process of service delivery and the actual output of the service.
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14
Making service processes more efficient results in a better quality experience for customers and ensures improved benefits for them.
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Unlock Deck
k this deck
15
Hard measures are those that cannot be easily observed and must be collected by talking to customers, employees, and others.
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16
Organizations that are known for excellent service make use of hard measures rather than soft measures.
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k this deck
17
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
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k this deck
18
The proposed solution for the communication gap is to be specific with promises and manage customers' understanding of communication content.
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k this deck
19
The ____________ is the difference between what senior management believes customers expect and customers' actual needs and expectations

A)delivery gap
B)standards gap
C)knowledge gap
D)service quality gap
E)communications gap
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Unlock for access to all 44 flashcards in this deck.
Unlock Deck
k this deck
20
In broad terms, ____________ focuses on benefits created for the customer's side of the equation, and _____________ addresses the financial costs incurred by the firm.

A)productivity; quality
B)reliability, value
C)security; responsiveness
D)value; reliability
E)quality; productivity
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Unlock for access to all 44 flashcards in this deck.
Unlock Deck
k this deck
21
A study by Holiday Inn actually showed that as the number of defects per hotel increase, the amount of revenue per room increases.
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Unlock for access to all 44 flashcards in this deck.
Unlock Deck
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.
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Unlock for access to all 44 flashcards in this deck.
Unlock Deck
k this deck
23
List the four reasons why improving productivity is important to marketers.
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k this deck
24
List the three external gaps between the customer and the organization.
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25
Describe what is meant by the 80/20 rule in the context of an airline.
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k this deck
26
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
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Unlock for access to all 44 flashcards in this deck.
Unlock Deck
k this deck
27
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
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Unlock for access to all 44 flashcards in this deck.
Unlock Deck
k this deck
28
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.
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k this deck
29
Describe one of the primary components of the proposed solutions for the communication gap.
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k this deck
30
What service imperative was described as receiving only secondary consideration at Sealink British Ferries?
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Unlock Deck
k this deck
31
____________ 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
Unlock Deck
Unlock for access to all 44 flashcards in this deck.
Unlock Deck
k this deck
32
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
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k this deck
33
Explain what is meant by the "user-based definition" of service quality.
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34
Explain what SERVQUAL is and how it is used in services.
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35
Explain the transcendent view of quality.
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36
Self-service pumps with credit card readers increase gas station productivity, but lead to higher costs because of additional fees.
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Unlock Deck
k this deck
37
Give an example of an application of biometrics to services?
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38
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
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k this deck
39
Discuss what could be involved in the proposed solutions for "The Delivery Gap."
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40
To ensure continuing focus in a few key components of SQI, FedEx established six Quality Action Teams.
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41
Discuss what the six-sigma approach is and how it can be applied to service quality and productivity.
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42
List a major service firm from the chapter that has received the Malcolm-Baldrige National Quality Award.
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43
What is ISO 9000?
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44
Describe what is involved when an auditor conducts a quality analysis at Holiday Inn hotels.
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