Improving Service Quality And Productivity

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Question 1
Free
Multiple Choice

Which factors in service redesign can lead to productivity-customer satisfaction alignment?

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A

Leaner design

B

Faster design

C

Convenient design

D

All of the above

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Question 2
Free
Multiple Choice

Which following reasons add more complexity to the Service Quality-Productivity-Profit Triangle?

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A

Productivity improvements can make customer satisfaction droa.

B

Some improvements in customer satisfaction strategies can be costly.

C

Some quality improvements may not have any implication for productivity.

D

All of the above

E

None of the above

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Question 3
Free
Multiple Choice

Service quality is a high standard of performance that consistently meets ____________ .

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A

profit goals

B

productivity goals

C

customer expectations

D

All of the above

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Question 4
Free
Multiple Choice

The Gaps Model is used to ____________ .

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A

improve customer satisfaction

B

reduce productivity problems

C

diagnose and address service quality problems

D

enhance a firm's profitability

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Question 5
Free
Multiple Choice

The ____________ is the difference between what service providers believe customers expect and customers' actual needs and expectations

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A

interpretation gap

B

standard gap

C

knowledge gap

D

service quality gap

E

internal communications gap

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Question 6
Multiple Choice

SERVQUAL is an example of a ____________ measure of service quality.

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A
hard
B
soft
C
sophisticated
D
None of the above
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Question 7
Multiple Choice

Objectives of a customer feedback system does NOT include ____________ .

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A
Conducting total market survey
B
Creating a customer-oriented service culture
C
Customer-driven learning improvements
D
Benchmarking of service quality and performance
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Question 8
Multiple Choice

Which of the following is NOT a category in extended Fishbone Diagram?

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A
Equipment
B
Personnel
C
Information
D
Accounting
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Question 9
Multiple Choice

The Return on Quality approach are based on all of the following assumptions EXCEPT

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A
not all quality expenditures are equally justified.
B
it is possible to spend too much on quality.
C
quality is imperative so we need to put our resources behind it.
D
quality efforts must make sense financially.
E
quality is an investment.
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Question 10
Multiple Choice

Which of the following is one of the customer-driven approaches to improving productivity?

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A
Ask customers not to use third parties.
B
Limiting customer involvement in production.
C
Changing the timing of customer demand.
D
Reducing backstage elements of production.
E
Reducing front-stage elements of production.
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Question 11
True/False

Higher productivity should lead to higher profitability through reduced customer turnover.

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True
False
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Question 12
True/False

Some marketing strategies for customer satisfaction can prove to be costly and disruptive.

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True
False
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Question 13
True/False

Service quality gap is the difference between what customers expect and their perception of the service actually delivered.

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True
False
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Question 14
True/False

Hard measures are used to measure service quality by talking to the customers.

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True
False
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Question 15
True/False

One weakness of mystery shopping for customer feedback collection is that it is expensive.

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True
False
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Question 16
True/False

Efficiency is a measure of the degree to which an organization meets its goals and desired outcomes.

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True
False
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Question 17
True/False

Pareto Analysis underlies the 80/20 rule, because 80% of problems are caused by 20% of variables.

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True
False
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Question 18
True/False

Cutbacks in front-stage staffing means that there are insufficient personnel to serve customers promptly.

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True
False
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Question 19
True/False

TQM comprises of requirements, definitions, guidelines, and related standards to provide independent quality assessment.

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True
False
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Question 20
True/False

The GAPS model is used to capture all possible sources of gaps in customer service quality perceptions.

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True
False
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