Question 1

Select a local business.Use the Gaps Model to identify the potential gaps between what customers may expect and what they actually receive from that business.What could the business do to reduce the gaps identified?

Accepted Answer

The answer of Select a local business.Use the Gaps Model...

Question 2

It would be possible for a firm to be less than 100 per cent failure-free but with service recovery methods still manage 100 per cent satisfaction rating from its target customers.

Accepted Answer

Service recovery methods refer to the actions taken by a company to address and resolve a customer's complaint or issue with their service. If a company has some failures but is able to effectively recover and satisfy the customer, they may still receive a 100% satisfaction rating from that customer. So, it is possible for a firm to not be 100% failure-free but still achieve a 100% satisfaction rating through service recovery methods.

Question 3

Using the Experience to Profits Model, what advice would you give to a start-up company working in the IT area?

Accepted Answer

The answer of Using the Experience to Profits Model, what...

Question 4

Think of a recent service experience where you were dissatisfied, merely satisfied or delighted.Use the example of that service experience to explain the disconfirmation of expectations model.

Accepted Answer

The answer of Think of a recent service experience where...

Question 5

Many previously two-partner GPs are moving into group practices using the prescription for closing service gaps.What advice would you give to this group of professionals in terms of the provision of customer satisfaction?

Accepted Answer

The answer of Many previously two-partner GPs are moving into...

Question 6

A restaurant that opened in the '80s and until recently was still successful is now starting to see only a limited number of customers.If you were employed to address this problem, what methods would you use to increase customer satisfaction?

Accepted Answer

The answer of A restaurant that opened in the '80s...

Question 7

Explain the similarities and differences between the concepts of perceived service quality and customer satisfaction.

Accepted Answer

The answer of Explain the similarities and differences between the...

Question 8

Customer expectations need to be managed.Explain different types of expectations and discuss which type of expectation a restaurant might use as the reference point for judging post-purchase performance.What could the restaurant do to manage that expectation?

Accepted Answer

The answer of Customer expectations need to be managed.Explain different...

Question 9

What happens backstage in an organisation has virtually no impact on the service that the customer receives.

Accepted Answer

What happens backstage in an organisation can have a significant impact on the service that the customer receives. The efficiency of the employees, the quality of the products, and the accuracy of the processes are all influenced by the backstage operations, which directly affect customer satisfaction.

Question 10

How important is it to deliver on expectations of overseas visitors who are only like to have one trip to the country? What could be the effect of not addressing their satisfaction?

Accepted Answer

The answer of How important is it to deliver on...

Question 11

In recent years, Australian educational institutions have recruited a great number of their students from Asian countries.In terms of the cultural differences, is there a need to put specific service standard measures in place in the case of complaints?

Accepted Answer

The answer of In recent years, Australian educational institutions have...

Question 12

Making service processes more efficient will generally result in a better experience for the customer and a higher customer satisfaction rating.

Accepted Answer

The answer of Making service processes more efficient will generally...

Question 13

A company should never offer an unconditional guarantee of satisfaction.

Accepted Answer

Offering an unconditional guarantee of satisfaction shows that the company is confident in their product or service and is willing to stand behind it. This can increase customer trust and loyalty. However, the company should still have policies in place to handle situations where a customer is not satisfied, such as offering refunds or exchanges.

Question 14

The transcendent view of quality as identified by Garvin (1988) is synonymous with innate excellence.

Accepted Answer

The transcendent view of quality emphasizes innate excellence and the highest level of performance, and is often associated with products or services that meet or exceed the expectations of users, customers, or stakeholders. This view suggests that quality is an absolute, objective, and unchanging concept, and that it is difficult to define, measure, or improve. However, it is important to note that the transcendent view is not always applicable or relevant, depending on the context, the industry, the culture, the values, and the goals of the organization.

Question 15

Use the same service experience from Question 1 to explain other factors that are known to affect customers' satisfaction evaluation.

Accepted Answer

The answer of Use the same service experience from Question...

Quiz 12: Customer satisfaction and service quality