BA 370 Chapter 13 Quiz With Complete Solutions
Netflix's recommendation feature attempts to close the _____ gap. - ANSWER Knowledge
By ensuring that the website is always available, Netflix closes the ________ gap. - ANSWER
Delivery
Netflix resolves problems quickly in order to - ANSWER Retain customers' loyalty
Netflix makes it a point to inform its members that infrequent monthly DVD renters will
receive priority over in-demand videos. By doing this, Netflix is closing the - ANSWER
Communications gap
Marriott Hotels invests heavily in employee training and supports this with a structure for
rewarding its workers for their dependability and accuracy. This corresponds to which of the
following building blocks of service quality? - ANSWER Reliability
Customers want to be compensated a fair amount for a perceived loss that resulted from a
service failure. This is the idea behind - ANSWER Distributive Fairness
Marriott Hotels has a customer relationship management system whereby the preferences of
regular customers are tracked and used to anticipate customer desires and special requests,
which helps to facilitate the registration process. This corresponds to which of the following
building blocks of service quality? - ANSWER Reliability
Netflix's recommendation feature attempts to close the _____ gap. - ANSWER Knowledge
By ensuring that the website is always available, Netflix closes the ________ gap. - ANSWER
Delivery
Netflix resolves problems quickly in order to - ANSWER Retain customers' loyalty
Netflix makes it a point to inform its members that infrequent monthly DVD renters will
receive priority over in-demand videos. By doing this, Netflix is closing the - ANSWER
Communications gap
Marriott Hotels invests heavily in employee training and supports this with a structure for
rewarding its workers for their dependability and accuracy. This corresponds to which of the
following building blocks of service quality? - ANSWER Reliability
Customers want to be compensated a fair amount for a perceived loss that resulted from a
service failure. This is the idea behind - ANSWER Distributive Fairness
Marriott Hotels has a customer relationship management system whereby the preferences of
regular customers are tracked and used to anticipate customer desires and special requests,
which helps to facilitate the registration process. This corresponds to which of the following
building blocks of service quality? - ANSWER Reliability
