MGMT 339 Exam 2 Study Guide (Latest
) Organizational Behavior and
Business Management Questions &
Answers 100% Correct {Grade A} – CSUF
Quality - correct answer The ability of a product or service to consistently meet or
exceed customer expectations;
For a decade or so, this was an important focal point in business. After a while, this
emphasis began to fade as other concerns took precedence.
There has been a recent resurgence in attention to this given recent experiences with
the costs and adverse attention associated with highly visible quality failures:
1. Auto recalls
2. Toys
3. Produce
4. Dog food
5. Pharmaceuticals
, Dimensions of Service Quality - correct answer 1. Assurance
2. Consistency
3. Convenience
4. Courtesy
5. Reliability
6. Responsiveness
7. Tangibles
8. Time
Convenience - correct answer the availability and accessibility of the service
Reliability - correct answer ability to perform a service dependably, consistently, and
accurately
Responsibilities - correct answer willingness to help customers in unusual situations
and to deal with problems
Time - correct answer the speed with which the service is delivered
) Organizational Behavior and
Business Management Questions &
Answers 100% Correct {Grade A} – CSUF
Quality - correct answer The ability of a product or service to consistently meet or
exceed customer expectations;
For a decade or so, this was an important focal point in business. After a while, this
emphasis began to fade as other concerns took precedence.
There has been a recent resurgence in attention to this given recent experiences with
the costs and adverse attention associated with highly visible quality failures:
1. Auto recalls
2. Toys
3. Produce
4. Dog food
5. Pharmaceuticals
, Dimensions of Service Quality - correct answer 1. Assurance
2. Consistency
3. Convenience
4. Courtesy
5. Reliability
6. Responsiveness
7. Tangibles
8. Time
Convenience - correct answer the availability and accessibility of the service
Reliability - correct answer ability to perform a service dependably, consistently, and
accurately
Responsibilities - correct answer willingness to help customers in unusual situations
and to deal with problems
Time - correct answer the speed with which the service is delivered
