Question 1

Management's inability to translate what consumers want into a written business plan will increase the size of the _____ gap.

Accepted Answer

A)  knowledge
B)  standards
C)  delivery
D)  communications
E)  confirmationF) D) and E)
G) All of the above

Question 2

Which of the following is NOT a component of a service quality information system?

Accepted Answer

A)  mystery shopping
B)  customer retention interviews
C)  after-sale surveys
D)  employee surveys
E)  total market service quality surveysF) A) and B)
G) A) and C)

Question 3

The SERVQUAL dimension that is typically noted as the least important by customers is the ____ dimension.

Accepted Answer

A)  tangibles
B)  empathy
C)  responsiveness
D)  assurance
E)  reliabilityF) C) and E)
G) A) and B)

Question 4

Excellent companies will perform the service right the first time is a typical statement within the ____ dimension of the SERVQUAL scale.

Accepted Answer

A)  tangibles
B)  empathy
C)  responsiveness
D)  assurance
E)  reliabilityF) A) and E)
G) D) and E)

Question 5

Which of the following is NOT a key component that needs to be built into every service quality system?

Accepted Answer

A)  ​listening
B)  ​reliability
C)  ​servant leadership
D)  ​individual play
E)  ​service designF) A) and C)
G) All of the above

Question 6

____ is a short-term,transaction-specific measure.

Accepted Answer

A)  Customer satisfaction
B)  Focus group interviews
C)  Noncustomer research
D)  Service quality
E)  Customer retentionF) C) and E)
G) C) and D)

Question 7

The ____ dimension is an assessment of the firm's consistency and dependability in service performance.

Accepted Answer

A)  tangibles
B)  empathy
C)  responsiveness
D)  assurance
E)  reliabilityF) A) and C)
G) C) and D)

Question 8

Which of the following is NOT one the five dimensions that is measured by the SERVQUAL scale?

Accepted Answer

A)  tangibles
B)  employee satisfaction
C)  responsiveness
D)  assurance
E)  empathyF) C) and D)
G) A) and B)

Question 9

In general,service quality information systems focus on two types of research: customer research and noncustomer research.List the components of the service quality information system under the appropriate research heading.

Accepted Answer

None...

Question 10

A hotel may feel that its customers prefer comfortable rooms,when,in fact,the majority of the hotel's customers spend little time in their rooms and are more interested in on-site amenities such as the pool,spa,and restaurants.This hotel is suffering from a _____ gap.

Accepted Answer

A)  knowledge
B)  standards
C)  delivery
D)  communications
E)  confirmationF) A) and B)
G) A) and C)

Question 11

The ____ gap is the difference between the service the firm promises to deliver through its external communications and the service it actually delivers to its customers.

Accepted Answer

A)  knowledge
B)  standards
C)  delivery
D)  communications
E)  serviceF) A) and D)
G) A) and C)

Question 12

Which of the following statements pertaining to the SERVQUAL scale is correct?

Accepted Answer

A)  SERVQUAL compares perceptions to what customers would normally expect.
B)  SERVQUAL is a 22-item scale.
C)  SERVQUAL consists of four service quality dimensions.
D)  SERVQUAL compares perceptions to what a customer should expect from a firm that delivers high-quality services.
E)  SERVQUAL consists of one in-depth and two sub-sections of questions.F) A) and D)
G) A) and E)

Question 13

Employees of excellent companies will be neat in appearance is a typical statement within the ____ dimension of the SERVQUAL scale.

Accepted Answer

A)  tangibles
B)  reliability
C)  responsiveness
D)  assuranceE) All of the above
F) B) and C)

Question 14

Which of the following is a major criticism of the SERVQUAL scale?

Accepted Answer

A)  The questionnaire is too short to adequately assess the dimensions.
B)  The five service quality dimensions do not hold up under statistical scrutiny.
C)  The results do not predict consumer purchase intention.
D)  The perceptions section is of no real value.
E)  More emphasis should be placed on the expectations section.F) A) and C)
G) B) and C)

Question 15

As a service organization's hierarchy becomes more complex and more levels of management are added,the firm is more likely to experience a _____ gap.

Accepted Answer

A)  knowledge
B)  standards
C)  delivery
D)  communications
E)  confirmationF) D) and E)
G) A) and D)

Question 16

The firm's increased research orientation and enhanced upward communication will assist the firm in decreasing which one of the following gaps?

Accepted Answer

A)  knowledge gap
B)  standards gap
C)  delivery gap
D)  communications gap
E)  confirmation gapF) A) and C)
G) B) and E)

Question 17

Provide a brief description for each of the five gaps within the conceptual model of service quality.

Accepted Answer

None...

Question 18

​All of the following statements pertaining to the SERVQUAL scale are correct except:

Accepted Answer

A)  ​when the gap score equals zero,the customer is satisfied.
B)  ​the first section of questions asks respondents to record their experiences with excellent firms in the specific service industry.
C)  ​SERVQUAL consists of five service quality dimensions.
D)  ​SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services.
E)  ​SERVQUAL is a 44-item scale.F) B) and C)
G) A) and E)

Question 19

When competing firms begin to overpromise in order to top one another,a ____ gap is likely to occur.

Accepted Answer

A)  knowledge
B)  standards
C)  delivery
D)  communications
E)  serviceF) A) and B)
G) B) and C)

Question 20

The difference between what management perceives consumers to expect and the quality specifications set for service delivery is called the _____ gap.

Accepted Answer

A)  knowledge
B)  standards
C)  delivery
D)  communications
E)  serviceF) C) and D)
G) A) and B)

Exam 12: Defining and Measuring Service Quality

The difference between what management perceives consumers to expect and the quality specifications set for service delivery is called the _____ gap.

Correct AnswerverifiedShow Answer

As a service organization's hierarchy becomes more complex and more levels of management are added,the firm is more likely to experience a _____ gap.

Correct AnswerverifiedShow Answer

When competing firms begin to overpromise in order to top one another,a ____ gap is likely to occur.

Correct AnswerverifiedShow Answer

Which of the following is NOT a component of a service quality information system?

Correct AnswerverifiedShow Answer

Management's inability to translate what consumers want into a written business plan will increase the size of the _____ gap.

Correct AnswerverifiedShow Answer

The SERVQUAL dimension that is typically noted as the least important by customers is the ____ dimension.

Correct AnswerverifiedShow Answer

Excellent companies will perform the service right the first time is a typical statement within the ____ dimension of the SERVQUAL scale.

Correct AnswerverifiedShow Answer

A hotel may feel that its customers prefer comfortable rooms,when,in fact,the majority of the hotel's customers spend little time in their rooms and are more interested in on-site amenities such as the pool,spa,and restaurants.This hotel is suffering from a _____ gap.

Correct AnswerverifiedShow Answer

Which of the following is a major criticism of the SERVQUAL scale?

Correct AnswerverifiedShow Answer

The firm's increased research orientation and enhanced upward communication will assist the firm in decreasing which one of the following gaps?

Correct AnswerverifiedShow Answer

____ is a short-term,transaction-specific measure.

Correct AnswerverifiedShow Answer

In general,service quality information systems focus on two types of research: customer research and noncustomer research.List the components of the service quality information system under the appropriate research heading.

Correct AnswerverifiedNone...View AnswerShow Answer

Which of the following statements pertaining to the SERVQUAL scale is correct?

Correct AnswerverifiedShow Answer

The ____ gap is the difference between the service the firm promises to deliver through its external communications and the service it actually delivers to its customers.

Correct AnswerverifiedShow Answer

​All of the following statements pertaining to the SERVQUAL scale are correct except:

Correct AnswerverifiedShow Answer

Which of the following is NOT a key component that needs to be built into every service quality system?

Correct AnswerverifiedShow Answer

Which of the following is NOT one the five dimensions that is measured by the SERVQUAL scale?

Correct AnswerverifiedShow Answer

Employees of excellent companies will be neat in appearance is a typical statement within the ____ dimension of the SERVQUAL scale.

Correct AnswerverifiedShow Answer

Provide a brief description for each of the five gaps within the conceptual model of service quality.

Correct AnswerverifiedNone...View AnswerShow Answer

The ____ dimension is an assessment of the firm's consistency and dependability in service performance.

Correct AnswerverifiedShow Answer

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None...
View Answer

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All of the following statements pertaining to the SERVQUAL scale are correct except:

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None...
View Answer

Correct Answer
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