Question 1

Many restaurants now ask consumers to evaluate their experience on a short questionnaire when they pay their bill.This assessment of consumer expectations and the actual experience they had is called a __________.

Accepted Answer

Gap analysis is the assessment of the difference between consumer expectations and the actual experience they had.

Question 2

The two basic components of a customer's evaluation of a service are

Accepted Answer

The two basic components of a customer's evaluation of a service are their expectations and their experience. Expectations refer to what the customer anticipates or hopes to receive from the service, while experience refers to the actual encounter with the service. These two components are closely linked and can significantly impact the customer's overall satisfaction with the service.

Question 3

The dimension of service quality called __________ is the appearance of physical facilities,equipment,personnel,and communication materials.

Accepted Answer

Tangibility (or tangibles) refers to the appearance of physical facilities, equipment, personnel, and communication materials. This includes factors such as cleanliness, modernity, and attractiveness, which can all influence a customer's perception of overall service quality.

Question 4

A person can establish expectations for a service he or she has not yet experienced through word-of-mouth communications,personal needs,past experiences,and promotional activities.However,the actual experience(s)are determined by

Accepted Answer

The actual experience of a service is primarily determined by how the organization delivers its service. While word-of-mouth communications, personal needs, past experiences, and promotional activities may influence expectations, the organization's actual execution of the service determines whether those expectations are met or not. Repeat encounters, positive reinforcement from friends and family, psychological feelings of well-being, and formal evaluations may all contribute to a customer's overall perception of the service, but the delivery of the service itself remains the primary factor in determining the customer's actual experience.

Question 5

Josh is looking for a new smartphone provider because he has grown tired on the many dropped calls,particularly near his school.In terms of the service quality dimensions,Josh is unhappy with which dimension of this service?

Accepted Answer

Josh is specifically mentioning dropped calls, which refers to the reliability dimension of the service quality. The other dimensions are not directly related to issues of dropped calls.

Question 6

Southwest Airlines operates five flights daily between Chicago and Phoenix during the winter.One flight leaves Phoenix at 12:10 p.m.The plane,a Boeing 737,has a capacity of 120 passengers.During the past month,the flight has averaged only 24 passengers,a load factor of 20 percent.Once the plane takes off,the empty seats generate no revenue for the airline for that flight.What unique aspect of services does this situation describe?

Accepted Answer

The situation describes idle production capacity, which refers to the unused capacity of a service provider when demand is low. In this case, the empty seats on the plane represent idle production capacity, as they generate no revenue for the airline.

Question 7

As a dimension of service quality,the willingness to help customers and provide prompt service is referred to as __________.

Accepted Answer

The willingness to help customers and provide prompt service is referred to as responsiveness, which is a dimension of service quality. Reliability refers to the ability to perform the service dependably and accurately, competence refers to the employees' ability and knowledge to perform their job, assurance refers to building trust and confidence with the customer, and empathy refers to understanding and caring about the customer's needs.

Question 8

As a dimension of service quality,the appearance of physical facilities,equipment,personnel,and communication materials as a dimension of service quality is referred to as __________.

Accepted Answer

Tangibility refers to the appearance of physical facilities, equipment, personnel, and communication materials. This dimension of service quality is important because it can create a certain perception of the service quality in the customer's mind.

Question 9

Sandy needs to have her car repaired.She is a member of the American Automobile Association (AAA)and knows that they evaluate car repair shops.Furthermore,the shop she is considering displays the AAA seal of approval.It also is clean and organized.She believes this is a good way to predict the quality of the service she will receive.Sandy bases her opinion of car repair shops on the basis of which service quality dimension?

Accepted Answer

Sandy is basing her opinion on the cleanliness and organization of the shop, which fall under the tangibility (tangibles) dimension of service quality. The AAA seal of approval may also provide assurance, but it is not mentioned as the primary factor in Sandy's decision-making process.

Question 10

How a person establishes expectations for a service not yet experienced is influenced by word of mouth communications,personal needs,past experiences,and __________.

Accepted Answer

The answer of How a person establishes expectations for a...

Question 11

As a dimension of service quality,responsiveness is

Accepted Answer

Responsiveness is the willingness to help customers and provide prompt service. It is the ability of the service provider to provide timely and helpful assistance to customers whenever they require it. This dimension of service quality is critical in ensuring customer satisfaction and loyalty.

Question 12

The dimension of service quality called __________ is willingness to help customers and provide prompt service.

Accepted Answer

Responsiveness refers to the willingness and promptness with which the service provider helps customers. Option A refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence. Option B refers to the ability to perform the promised service dependably and accurately. Option D and E refer to the service provider's ability to understand and be sensitive to the customer's needs and feelings, which are also important dimensions of service quality but not specific to promptness and willingness to help.

Question 13

Sterile Feral,Inc.is a nonprofit organization that catches wild or stray cats,and then neuters,vaccinates,and releases them back into the wild.Veterinarians are particularly impressed with how effectively and safety the organization performs its service each and every time.With which service quality dimension are veterinarians most impressed?

Accepted Answer

Reliability refers to the ability to perform a service dependably and accurately every time. In this case, veterinarians are impressed with how consistently and effectively Sterile Feral, Inc. is able to catch, neuter, vaccinate, and release cats.

Question 14

How a person establishes expectations for a service not yet experienced is influenced by word of mouth communications,personal needs,__________,and promotional activities.

Accepted Answer

Past experiences can shape a person's expectations for a service they have not yet experienced. If they have had positive experiences with similar services in the past, they may expect a similar level of quality from the new service. On the other hand, negative past experiences can lower expectations for a new service. Word of mouth communications, personal needs, competitive trends, and promotional activities can also play a role, but past experiences are likely the most influential factor.

Question 15

How a person establishes expectations for a service not yet experienced is influenced by word of mouth communications,__________,past experiences,and promotional activities.

Accepted Answer

The answer of How a person establishes expectations for a...

Question 16

There are five key dimensions of service quality:

Accepted Answer

The answer of There are five key dimensions of service...

Question 17

How a person establishes expectations for a service not yet experienced is influenced by __________,personal needs,past experiences,and promotional activities.

Accepted Answer

Expectations for a service not yet experienced can be influenced by word-of-mouth communications, personal needs, past experiences, and promotional activities. The opinions and experiences of others shared through word-of-mouth communication can greatly impact a person's expectations. Additionally, personal needs and past experiences with similar services can shape one's expectations. Promotional activities, such as advertising or marketing, can also contribute to a person's expectations by highlighting certain features or benefits of the service.

Question 18

As a dimension of service quality,the ability to perform the promised service dependably and accurately is referred to as __________.

Accepted Answer

The ability to perform the promised service dependably and accurately is the definition of reliability as a dimension of service quality. Responsiveness refers to the willingness and promptness of service, competence refers to the skill and knowledge of the service provider, courtesy refers to the politeness and respectfulness of the service provider, and empathy refers to the understanding and caring for the customer's needs.

Question 19

The type of analysis that compares the differences between consumers' expectations about a service and their experience with it based on dimensions of service quality is referred to as

Accepted Answer

Gap analysis compares the differences between consumers' expectations about a service and their experience with it based on dimensions of service quality. The other options are not an accurate description of this type of analysis.

Question 20

The dimension of service quality called __________ is the ability to perform the promised service dependably and accurately.

Accepted Answer

Reliability refers to the ability of a service provider to deliver the promised service dependably and accurately. It is an essential dimension of service quality and is crucial in building customer trust and confidence in the service provider. Therefore, option A is the correct answer. Option B, assurance, refers to the knowledge, competence, and credibility of the service provider, while accuracy and responsiveness are not specific dimensions of service quality. Empathy is another dimension of service quality and refers to the provider's ability to understand and address the customer's needs and concerns.

Quiz 9: Developing New Products and Services