BUSML 3150 CH 13 QUIZ UPDATED ACTUAL
QUESTIONS AND CORRECT ANSWERS
Question:
1. The building block of service quality called __________ refers
to the ability of the firm's employees to convey trust and
confidence.
Answer:
assurance
Question:
2. A __________ gap can be closed by getting employees to
meet or exceed service standards.
Answer:
delivery
Question:
3. Along the service-product continuum, which of the
following would be considered the most product
dominant?
Answer:
grocery store
Question:
4. One of the reasons service failures need to be addressed
quickly is to
Answer:
avoid negative word-of-mouth from upset customers.
Question:
5. Gerald's Tire Service provides each employee with a
clean, sharp-looking uniform. They also instruct
employees to put all tools back where they belong and
keep the work area clean and uncluttered. Gerald's Tire
Service emphasizes __________ in the five service quality
dimensions.
Answer:
tangibles
, Question:
6. Empowerment becomes more important when the
service is
Answer:
individualized.
Question:
7. Randall arrived at the hotel to find that, although he had
a guaranteed reservation, the hotel had no rooms
available. He became angry when the hotel made him a
reservation at a more expensive hotel but refused to pay
the difference in room rates. Randall was upset because,
in his opinion, the hotel's solution did not incorporate
Answer:
distributive fairness.
Question:
8. The old restaurant saying "You are only as good as the
last meal served" reflects the fact that services are
Answer:
variable.
Question:
9. The __________ gap can be reduced by managing
consumers' expectations.
Answer:
communication
Question:
10. Service providers often encounter rude and
unreasonable consumers. Services marketing managers
can reduce the delivery gap, even for these customers,
by
Answer:
providing support and incentives for their employees.
Question:
11. When marketers say that services are __________, they are
referring to the fact that services cannot be touched,
tasted, or seen, like a pure product can.
Answer:
intangible
QUESTIONS AND CORRECT ANSWERS
Question:
1. The building block of service quality called __________ refers
to the ability of the firm's employees to convey trust and
confidence.
Answer:
assurance
Question:
2. A __________ gap can be closed by getting employees to
meet or exceed service standards.
Answer:
delivery
Question:
3. Along the service-product continuum, which of the
following would be considered the most product
dominant?
Answer:
grocery store
Question:
4. One of the reasons service failures need to be addressed
quickly is to
Answer:
avoid negative word-of-mouth from upset customers.
Question:
5. Gerald's Tire Service provides each employee with a
clean, sharp-looking uniform. They also instruct
employees to put all tools back where they belong and
keep the work area clean and uncluttered. Gerald's Tire
Service emphasizes __________ in the five service quality
dimensions.
Answer:
tangibles
, Question:
6. Empowerment becomes more important when the
service is
Answer:
individualized.
Question:
7. Randall arrived at the hotel to find that, although he had
a guaranteed reservation, the hotel had no rooms
available. He became angry when the hotel made him a
reservation at a more expensive hotel but refused to pay
the difference in room rates. Randall was upset because,
in his opinion, the hotel's solution did not incorporate
Answer:
distributive fairness.
Question:
8. The old restaurant saying "You are only as good as the
last meal served" reflects the fact that services are
Answer:
variable.
Question:
9. The __________ gap can be reduced by managing
consumers' expectations.
Answer:
communication
Question:
10. Service providers often encounter rude and
unreasonable consumers. Services marketing managers
can reduce the delivery gap, even for these customers,
by
Answer:
providing support and incentives for their employees.
Question:
11. When marketers say that services are __________, they are
referring to the fact that services cannot be touched,
tasted, or seen, like a pure product can.
Answer:
intangible
