Question 1

The term "producer's risk" refers to the probability that a sample will indicate an acceptable quality incorrectly.

Accepted Answer

A) True 
 B)False

Question 2

In the service quality gap model, GAP 1 arises because of the management's lack of understanding about how customers formulate their expectations.

Accepted Answer

A) True 
 B)False

Question 3

Managing evidence of information is the key to closing the gap between customer perception and service delivery.

Accepted Answer

A) True 
 B)False  True

Question 4

Which of the following is not true of a walk-through audit (WtA) ?

Accepted Answer

A)   Focuses on five dimensions of service package.
B)   Emphasis is on evaluation of each stage of service delivery.
C)   Survey is completed at customer convenience.
D)   Survey usually conducted by operations personnel.E) A) and B)
F) A) and C)

Question 5

Shigeo Shingo is credited with which of the following quality ideas?

Accepted Answer

A)   Robustness.
B)   Quality is free.
C)   Poka-yoke.
D)   Quality function deployment.E) A) and B)
F) A) and C)

Question 6

A gap in service quality is not the difference between ________.

Accepted Answer

A)   customer expectations and management's perceptions of customer expectations
B)   the service delivery and the results that are communicated externally to the customer
C)   customer expectations and management's perception of the delivered service
D)   the perceptions of the delivered service that are translated into service quality specifications and the actual service deliveryE) A) and B)
F) A) and C)

Question 7

Being meaningful and easy to invoke are important elements of a good unconditional service guarantee.

Accepted Answer

A) True 
 B)False

Question 8

A process is said to be in control when all the variation that is noticed can be assigned to specific causes.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following statements is not true concerning a service guarantee?

Accepted Answer

A)   A well designed and implemented service guarantee can help a firm gain control over its operation.
B)   Fear of customer cheating inhibits some mangers from adopting a service guarantee.
C)   Managers are likely to worry about the costs of a service guarantee, but for the wrong reasons.
D)   Managers who seek control over the financial consequences of a service guarantee should require customers to meet various conditions.E) A) and D)
F) A) and B)

Question 10

The walk-through audit (WtA) focuses on the effectiveness of each stage in the service delivery process.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is a poka-yoke method?

Accepted Answer

A)   Adopting a checklist to help an employee avoid making a mistake.
B)   Designing a service to reflect the customers' needs and requirements.
C)   Designing a service in a robust manner that can withstand abuse by customers.
D)   Comparing a firm's quality performance to the performance of others that are considered "best in class."E) A) and B)
F) None of the above A

Question 12

Which of the following is a strategy for closing the gap between customer expectations and management perceptions of customer's expectations (GAP 1) ?

Accepted Answer

A)   Standardization of service delivery.
B)   Improved market research.
C)   Employee empowerment.
D)   Investment in training.E) A) and D)
F) A) and C)

Question 13

Which of the following is not a reason that a service guarantee works?

Accepted Answer

A)   Encourages individual employees to set their own standards.
B)   Generates reliable data on poor performance.
C)   Builds customer loyalty.
D)   Forces a firm to identify failure points.E) A) and D)
F) C) and D) A

Question 14

Which of the following dimensions of service quality is most important to customers?

Accepted Answer

A)   Empathy.
B)   Assurance.
C)   Reliability.
D)   Tangibles.E) A) and C)
F) B) and D)

Question 15

Which of the following is not considered effective in achieving and maintaining service quality?

Accepted Answer

A)   Encouraging service providers to be highly visible in dealing with customers.
B)   Establishing peer groups among service providers to foster teamwork and a sense of pride.
C)   Installing a system of incentives that emphasizes quality.
D)   Increasing supervision of service providers.E) B) and D)
F) All of the above

Question 16

When a process appears to be functioning properly when, in fact, it is out of control, the type of error and injured party are identified as ________.

Accepted Answer

A)   Type I error and producer's risk
B)   Type II error and consumer's risk
C)   Type I error and consumer's risk
D)   Type II error and producer's riskE) A) and C)
F) B) and C)

Question 17

Serving complimentary drinks on a delayed flight is an example of empathy being shown by the service personnel to the irate customer.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is not an advantage of offering a service guarantee?

Accepted Answer

A)   It acts as a mechanism to differentiate the firm from its competitors.
B)   It advertises the firm's commitment to quality.
C)   It allows employees to interpret broadly the firm's service standards.
D)   It acts as a means of receiving feedback from customers.E) C) and D)
F) A) and D)

Question 19

Which of the following is not possible using SERVQUAL?

Accepted Answer

A)   Record customer expectations.
B)   Track service quality trends.
C)   Measure the quality of competitors.
D)   Identify dimensions of service quality.E) A) and C)
F) None of the above

Question 20

Joseph M. Juran identified internal failure costs, external failure costs, detection costs, and prevention costs.

Accepted Answer

A) True 
 B)False

Exam 6: Service Quality

The term "producer's risk" refers to the probability that a sample will indicate an acceptable quality incorrectly.

Correct AnswerverifiedShow Answer

In the service quality gap model, GAP 1 arises because of the management's lack of understanding about how customers formulate their expectations.

Correct AnswerverifiedShow Answer

Managing evidence of information is the key to closing the gap between customer perception and service delivery.

Correct AnswerverifiedTrue

Which of the following is not true of a walk-through audit (WtA) ?

Correct AnswerverifiedShow Answer

Shigeo Shingo is credited with which of the following quality ideas?

Correct AnswerverifiedShow Answer

A gap in service quality is not the difference between ________.

Correct AnswerverifiedShow Answer

Being meaningful and easy to invoke are important elements of a good unconditional service guarantee.

Correct AnswerverifiedShow Answer

A process is said to be in control when all the variation that is noticed can be assigned to specific causes.

Correct AnswerverifiedShow Answer

Which of the following statements is not true concerning a service guarantee?

Correct AnswerverifiedShow Answer

The walk-through audit (WtA) focuses on the effectiveness of each stage in the service delivery process.

Correct AnswerverifiedShow Answer

Which of the following is a poka-yoke method?

Correct AnswerverifiedA

Which of the following is a strategy for closing the gap between customer expectations and management perceptions of customer's expectations (GAP 1) ?

Correct AnswerverifiedShow Answer

Which of the following is not a reason that a service guarantee works?

Correct AnswerverifiedA

Which of the following dimensions of service quality is most important to customers?

Correct AnswerverifiedShow Answer

Which of the following is not considered effective in achieving and maintaining service quality?

Correct AnswerverifiedShow Answer

When a process appears to be functioning properly when, in fact, it is out of control, the type of error and injured party are identified as ________.

Correct AnswerverifiedShow Answer

Serving complimentary drinks on a delayed flight is an example of empathy being shown by the service personnel to the irate customer.

Correct AnswerverifiedShow Answer

Which of the following is not an advantage of offering a service guarantee?

Correct AnswerverifiedShow Answer

Which of the following is not possible using SERVQUAL?

Correct AnswerverifiedShow Answer

Joseph M. Juran identified internal failure costs, external failure costs, detection costs, and prevention costs.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
True

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
A

Correct Answer
verified

Correct Answer
verified
A

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified