HTM 386 EXAM 1 UPDATED QUESTIONS AND CORRECT
ANSWERS
Question:
1. service quality def and example
Answer:
consumers perceived judgment of overall experience & comparison of customer expectations with
service performance ex. mcdonalds makes more money than ruths chris
Question:
2. customer satis-faction def and example
Answer:
psychological pleasurable response to a good or service relative to prior expecta-tions ex. if quality
exceeds expectations, customer is highly satisfied
Question:
3. how servqual & satisfaction affect service experi-ence mgmt
Answer:
explicit service promises-direct implicit service promises-cues lead to inferences word of mouth
communication-traditional/ewom past experiences ex. good past experiences create promises for
future experiences
Question:
4. RATER
Answer:
Reliability assurance tangibles empathy responsiveness
Question:
5. reliability
Answer:
ability to perform promises service dependably and accurately-do what you say youre going to do ex.
gauranteed housekeeping everyday 3-6pm
Question:
6. assurance
Answer:
knowledge/courtesy of employees and ability to convey trust, confidence-be ex-perts of the service
you deliver ex. highly efficient check in/out process
Question:
7. tangibles
Answer:
appearance of physical facilities, equipment, food, etc-care about how things look ex. tailored suit
uniforms, design aligns with brand
Question:
8. empathy
, Answer:
caring, individualized attention- approachable ex. service w a smile, entry greetings
Question:
9. responsiveness
Answer:
willingness to help & provide quick service ex. garuanteed 15 min delivery, fast towel delivery
Question:
10. 4 provider gaps
Answer:
listening gap service design/standards gap service performance gap communication gap
Question:
11. listening gap
Answer:
difference between customers expectations and what the company understands the customers
expectations to be listen to target customer base, during service failure, employees
Question:
12. service design/stan-dards gap
Answer:
difference between companys understanding of customer expectations and de-velopment of customer
driven service design/standards Servicescape should meet customer needs & have customer data
Question:
13. service perfor-mance gap
Answer:
discrepancies between development of customer driven service standards and actual service
performance of employees recruitment/training, employee performance
Question:
14. communication gap
Answer:
difference between service delivery and service providers external communica-tions, promises made
through marketing manage expectations, do not overpromise
Question:
15. important con-cepts when de-signing experi-ence measure-ment tool
Answer:
what do you want to measure how will you measure what will the output look like -measure RATER
-should be clear and easy to understand, objective
Question:
16. 7 measurement objectives
Answer:
1. discover customer expectations
ANSWERS
Question:
1. service quality def and example
Answer:
consumers perceived judgment of overall experience & comparison of customer expectations with
service performance ex. mcdonalds makes more money than ruths chris
Question:
2. customer satis-faction def and example
Answer:
psychological pleasurable response to a good or service relative to prior expecta-tions ex. if quality
exceeds expectations, customer is highly satisfied
Question:
3. how servqual & satisfaction affect service experi-ence mgmt
Answer:
explicit service promises-direct implicit service promises-cues lead to inferences word of mouth
communication-traditional/ewom past experiences ex. good past experiences create promises for
future experiences
Question:
4. RATER
Answer:
Reliability assurance tangibles empathy responsiveness
Question:
5. reliability
Answer:
ability to perform promises service dependably and accurately-do what you say youre going to do ex.
gauranteed housekeeping everyday 3-6pm
Question:
6. assurance
Answer:
knowledge/courtesy of employees and ability to convey trust, confidence-be ex-perts of the service
you deliver ex. highly efficient check in/out process
Question:
7. tangibles
Answer:
appearance of physical facilities, equipment, food, etc-care about how things look ex. tailored suit
uniforms, design aligns with brand
Question:
8. empathy
, Answer:
caring, individualized attention- approachable ex. service w a smile, entry greetings
Question:
9. responsiveness
Answer:
willingness to help & provide quick service ex. garuanteed 15 min delivery, fast towel delivery
Question:
10. 4 provider gaps
Answer:
listening gap service design/standards gap service performance gap communication gap
Question:
11. listening gap
Answer:
difference between customers expectations and what the company understands the customers
expectations to be listen to target customer base, during service failure, employees
Question:
12. service design/stan-dards gap
Answer:
difference between companys understanding of customer expectations and de-velopment of customer
driven service design/standards Servicescape should meet customer needs & have customer data
Question:
13. service perfor-mance gap
Answer:
discrepancies between development of customer driven service standards and actual service
performance of employees recruitment/training, employee performance
Question:
14. communication gap
Answer:
difference between service delivery and service providers external communica-tions, promises made
through marketing manage expectations, do not overpromise
Question:
15. important con-cepts when de-signing experi-ence measure-ment tool
Answer:
what do you want to measure how will you measure what will the output look like -measure RATER
-should be clear and easy to understand, objective
Question:
16. 7 measurement objectives
Answer:
1. discover customer expectations
