MAR 4841 Exam 1 || with 100% Verified Solutions.
Customer Perceptions of Quality and Customer Satisfaction correct answers
Factors Influencing customer satisfaction correct answers •Product/service quality
•Specific product or service features
•Consumer emotions
•Attributions for service success or failure
•Perceptions of equity or fairness
•Other consumers, family members, and coworkers
•Price
•Personal factors
-the customer's mood or emotional state
-situational factors
Outcomes of
Customer Satisfaction correct answers •Increased customer retention
•Positive word-of-mouth communications
•Increased revenues
Service Quality correct answers The customer's judgment of overall excellence of the service
provided in relation to the quality that was expected. Service quality assesments are fromed on
judegments of: Outcome, interaction, and physical quality
Service quality assessments are formed on judgments of: correct answers *outcome quality
*interaction quality *physical environment quality
The Five Dimensions of Service Quality (RATER) correct answers *Reliability *Assurance
*Tangibles *Empathy *Responsiveness
SERVICE QUALITY Attributes correct answers *Reliability *responsiveness *assurance
*empathy *tangibles
The Service Encounter correct answers --is the "moment of truth"
--occurs any time the customer interacts with the firm.
, --can potentially be critical in determining customer satisfaction and loyalty.
--Is an opportunity to:
*build trust *reinforce quality *build brand identity *increase loyalty
types of encounters: correct answers remote encounters, phone encounters, face-to-face
encounters
Common Themes in Critical Service Encounters Research correct answers *recovery
*adaptability *coping *spontaneity
Evidence of Service from the Customer's Point of View correct answers Different PEOPLE,
PROCESSES and PHYSICAL EVIDENCE
Evidence of Service from the Customer's Point of View---PEOPLE, PROCESSES and
PHYSICAL EVIDENCE correct answers *Process
-Operational flow of activities
- Steps in process
- Flexibility vs. standard
-Technology vs. human
*People
-Contact employees
-Customer him/herself
-Other customers
*Physical evidence
-Tangible communication
-Servicescape
-Guarantees
-Technology
- Website
Possible Levels of Customer Expectations figure 4.2 correct answers
The Zone of Tolerance correct answers desired service
↑↑↑↑↑↑
The Zone of Tolerance
↓↓↓↓↓↓
adequate serivce
Factors That Influence Desired Service (4.6) correct answers Desired service →
Customer Perceptions of Quality and Customer Satisfaction correct answers
Factors Influencing customer satisfaction correct answers •Product/service quality
•Specific product or service features
•Consumer emotions
•Attributions for service success or failure
•Perceptions of equity or fairness
•Other consumers, family members, and coworkers
•Price
•Personal factors
-the customer's mood or emotional state
-situational factors
Outcomes of
Customer Satisfaction correct answers •Increased customer retention
•Positive word-of-mouth communications
•Increased revenues
Service Quality correct answers The customer's judgment of overall excellence of the service
provided in relation to the quality that was expected. Service quality assesments are fromed on
judegments of: Outcome, interaction, and physical quality
Service quality assessments are formed on judgments of: correct answers *outcome quality
*interaction quality *physical environment quality
The Five Dimensions of Service Quality (RATER) correct answers *Reliability *Assurance
*Tangibles *Empathy *Responsiveness
SERVICE QUALITY Attributes correct answers *Reliability *responsiveness *assurance
*empathy *tangibles
The Service Encounter correct answers --is the "moment of truth"
--occurs any time the customer interacts with the firm.
, --can potentially be critical in determining customer satisfaction and loyalty.
--Is an opportunity to:
*build trust *reinforce quality *build brand identity *increase loyalty
types of encounters: correct answers remote encounters, phone encounters, face-to-face
encounters
Common Themes in Critical Service Encounters Research correct answers *recovery
*adaptability *coping *spontaneity
Evidence of Service from the Customer's Point of View correct answers Different PEOPLE,
PROCESSES and PHYSICAL EVIDENCE
Evidence of Service from the Customer's Point of View---PEOPLE, PROCESSES and
PHYSICAL EVIDENCE correct answers *Process
-Operational flow of activities
- Steps in process
- Flexibility vs. standard
-Technology vs. human
*People
-Contact employees
-Customer him/herself
-Other customers
*Physical evidence
-Tangible communication
-Servicescape
-Guarantees
-Technology
- Website
Possible Levels of Customer Expectations figure 4.2 correct answers
The Zone of Tolerance correct answers desired service
↑↑↑↑↑↑
The Zone of Tolerance
↓↓↓↓↓↓
adequate serivce
Factors That Influence Desired Service (4.6) correct answers Desired service →
