Question 1

Leaders with service vision view service quality as the force underlying profitability and business success.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following statements is true?

Accepted Answer

A)   It is easy to obtain hard data relating to services because services' attributes are intangible.
B)   Simultaneous production and consumption of services means that you have to do it right the first time.
C)   Customer contact leads to a decrease in variability in the process.
D)   Service liability issues center around safety concerns.
E)   Manufacturing liability issues often relate to malpractice.F) A) and E)
G) C) and D)

Question 3

In services liability issues center around safety concerns, whereas in manufacturing liability issues relate to malpractice.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following is one of the classifications of fail-safe devices?

Accepted Answer

A)   emotional contact methods
B)   visual contact methods
C)   task awareness methods
D)   intangible methods
E)   error notification methodsF) A) and E)
G) A) and B)

Question 5

The greater potential for increasing customer satisfaction lies in addressing tangibles first.

Accepted Answer

A) True 
 B)False

Question 6

Service transaction analysis entails ________ rating each transaction in the process being studied.

Accepted Answer

A)   managers
B)   quality experts
C)   mystery shoppers
D)   service employees
E)   customersF) A) and C)
G) A) and B)

Question 7

Which of the following is an example of a voluntary service?

Accepted Answer

A)   police department
B)   hospital
C)   gas station
D)   the IRS
E)   fire departmentF) B) and D)
G) B) and C)

Question 8

Simultaneous production and consumption of services means that you have to do it right the first time.

Accepted Answer

A) True 
 B)False

Question 9

A hospital is an example of a voluntary service.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following best defines the front office in a service blueprint?

Accepted Answer

A)   the portion of the firm's activities that the customer can see
B)   the area in the firm where the majority of the work is done
C)   the portion of the firm's activities that the customer cannot see but is necessary to perform
D)   the area in the firm where the majority of the profitability is generated
E)   the area in the firm where the employees plan quality initiativesF) A) and B)
G) A) and C)

Question 11

The two parts of the SERVQUAL survey are ________.

Accepted Answer

A)   customer expectations and customer perceptions
B)   service quality and product quality
C)   product integrity and customer service
D)   services liability and manufacturing liability
E)   service vision and high standardsF) A) and C)
G) A) and D)

Question 12

Customers tend to be more involved in the production of goods than in the production of services.

Accepted Answer

A) True 
 B)False

Question 13

Service transaction analysis is a service improvement technique that allows managers to analyze their service processes at a very detailed level.

Accepted Answer

A) True 
 B)False

Question 14

The "three Ts" of fail-safe methods are ________.

Accepted Answer

A)   transactions, task, and tangibles
B)   tangibles, theories, and transactions
C)   task, transactions, and treatment
D)   task, treatment, and tangibles
E)   task, theories, and transactionsF) A) and B)
G) None of the above

Question 15

The SERVQUAL instrument is useful for performing gap analysis.

Accepted Answer

A) True 
 B)False

Question 16

The two parts of a SERVQUAL survey are services liability and manufacturing liability.

Accepted Answer

A) True 
 B)False

Question 17

Gap 4 shows the difference between ________.

Accepted Answer

A)   service delivery and external communications to customers
B)   management perceptions of customer expectations and expected service
C)   service delivery and service quality specifications
D)   expected service and perceived service
E)   service quality specifications and management perceptions of customer expectationsF) A) and B)
G) C) and E)

Question 18

Measurable dimensions, such as height and weight, are often unavailable in services.

Accepted Answer

A) True 
 B)False

Question 19

________ shows the difference between service delivery and service quality specifications.

Accepted Answer

A)   Gap 1
B)   Gap 2
C)   Gap 3
D)   Gap 4
E)   Gap 5F) A) and E)
G) A) and B)

Question 20

When a retailer incorrectly feels that the majority of his customers are men shopping for tools when in fact most customers are women shopping for linens, they are experiencing gap 3.

Accepted Answer

A) True 
 B)False

Exam 8: Designing Quality Services

Customers tend to be more involved in the production of goods than in the production of services.

Correct AnswerverifiedShow Answer

The SERVQUAL instrument is useful for performing gap analysis.

Correct AnswerverifiedShow Answer

Which of the following statements is true?

Correct AnswerverifiedShow Answer

Which of the following is one of the classifications of fail-safe devices?

Correct AnswerverifiedShow Answer

________ shows the difference between service delivery and service quality specifications.

Correct AnswerverifiedShow Answer

Which of the following is an example of a voluntary service?

Correct AnswerverifiedShow Answer

Measurable dimensions, such as height and weight, are often unavailable in services.

Correct AnswerverifiedShow Answer

The greater potential for increasing customer satisfaction lies in addressing tangibles first.

Correct AnswerverifiedShow Answer

A hospital is an example of a voluntary service.

Correct AnswerverifiedShow Answer

Simultaneous production and consumption of services means that you have to do it right the first time.

Correct AnswerverifiedShow Answer

Service transaction analysis entails ________ rating each transaction in the process being studied.

Correct AnswerverifiedShow Answer

Service transaction analysis is a service improvement technique that allows managers to analyze their service processes at a very detailed level.

Correct AnswerverifiedShow Answer

When a retailer incorrectly feels that the majority of his customers are men shopping for tools when in fact most customers are women shopping for linens, they are experiencing gap 3.

Correct AnswerverifiedShow Answer

The two parts of a SERVQUAL survey are services liability and manufacturing liability.

Correct AnswerverifiedShow Answer

Gap 4 shows the difference between ________.

Correct AnswerverifiedShow Answer

In services liability issues center around safety concerns, whereas in manufacturing liability issues relate to malpractice.

Correct AnswerverifiedShow Answer

Leaders with service vision view service quality as the force underlying profitability and business success.

Correct AnswerverifiedShow Answer

The two parts of the SERVQUAL survey are ________.

Correct AnswerverifiedShow Answer

The "three Ts" of fail-safe methods are ________.

Correct AnswerverifiedShow Answer

Which of the following best defines the front office in a service blueprint?

Correct AnswerverifiedShow Answer

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