Improving Service Quality And Productivity

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Questions Bank

Introduction to Services Marketing
Customer Behavior in a Services Context
Positioning Services in Competitive Markets
Developing Service Products Core and Supplementary Elements
Distributing Service through Physical and Electronic Channels
Setting Prices and Implementing Revenue Management
Promoting Services and Educating Customers
Designing and Managing Service Processes
Balancing Demand against Productive Capacity
Crafting the Service Environment
Managing People for Service Advantage
Managing Relationships and Building Loyalty
Complaint Handling and Service Recovery
Improving Service Quality and Productivity
Building a World-Class Service Organization

All Questions

Question 1

Free

Multiple Choice

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

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Leaner design

Faster design

Convenient design

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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Productivity improvements can make customer satisfaction droa.

Some improvements in customer satisfaction strategies can be costly.

Some quality improvements may not have any implication for productivity.

All of the above

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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profit goals

productivity goals

customer expectations

All of the above

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Question 4

Free

Multiple Choice

The Gaps Model is used to ____________ .

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improve customer satisfaction

reduce productivity problems

diagnose and address service quality problems

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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interpretation gap

standard gap

knowledge gap

service quality gap

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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hard

soft

sophisticated

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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Conducting total market survey

Creating a customer-oriented service culture

Customer-driven learning improvements

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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Equipment

Personnel

Information

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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not all quality expenditures are equally justified.

it is possible to spend too much on quality.

quality is imperative so we need to put our resources behind it.

quality efforts must make sense financially.

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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Ask customers not to use third parties.

Limiting customer involvement in production.

Changing the timing of customer demand.

Reducing backstage elements of production.

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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