Luxury Mkg & Sales Exam 3 questions
well answered graded A+
expectancy disconfirmation model - ANS ✔✔model proposing that comparing customer
expectations to their perceptions leads customers to have their expectations confirmed or
disconfirmed
response bias - ANS ✔✔a bias in survey results because of responses being received from only a
limited group among the total survey participants.
Direct measures - ANS ✔✔Measures of satisfaction generally obtained directly from customers
via customer satisfaction surveys.
derived service expectations - ANS ✔✔Naomi's children are giving her a week at a spa for her
70th birthday. The expectations of the services the spa will provide are much higher because
they are selecting the spa for their mother's approval rather than for their own use. This an
example of________
predicted service - ANS ✔✔is the level of service quality a customer believes is likely to occur.
Which of the following tactics would yield higher customer satisfaction scores? - ANS ✔✔asking
general questions prior to specific questions.
In general, the distribution of most companies' customer satisfaction rating is: - ANS
✔✔negatively skeweed
According to the text, of the following customer satisfaction methods, which is the least
effective in producing meaningful results? - ANS ✔✔The Scale of 100 approach
, The most popular definition of customer satisfaction/dissatisfaction is based on: - ANS ✔✔the
Expectancy Disconfirmation Model
Which of the following statements regarding customer satisfaction is correct? - ANS
✔✔complainers are more likely to do business with you again than non complainers
service quality - ANS ✔✔An attitude formed by a long-term, overall evaluation of a firm's
performance
service gap - ANS ✔✔The distance between a customer's expectation of a service and
perception of the service actually delivered.
SERVQUAL - ANS ✔✔A 44-item scale that measures customer expectations and perceptions
regarding five service quality dimensions.
Which of the following statements to pertaining to the "SERVQUAL" scale is correct? - ANS
✔✔SERVQUAL compares perceptions to what a customer should expect from a firm that
delivers high-quality services.
communication gap - ANS ✔✔the difference between the service the firm promises to deliver
through its external communications and the service it actually delivers to its customers
delivery gap - ANS ✔✔occurs between the actual performance of a service and the standards
set by management
service gap - ANS ✔✔The distance between a customer's expectation of a service and
perception of the service actually delivered
well answered graded A+
expectancy disconfirmation model - ANS ✔✔model proposing that comparing customer
expectations to their perceptions leads customers to have their expectations confirmed or
disconfirmed
response bias - ANS ✔✔a bias in survey results because of responses being received from only a
limited group among the total survey participants.
Direct measures - ANS ✔✔Measures of satisfaction generally obtained directly from customers
via customer satisfaction surveys.
derived service expectations - ANS ✔✔Naomi's children are giving her a week at a spa for her
70th birthday. The expectations of the services the spa will provide are much higher because
they are selecting the spa for their mother's approval rather than for their own use. This an
example of________
predicted service - ANS ✔✔is the level of service quality a customer believes is likely to occur.
Which of the following tactics would yield higher customer satisfaction scores? - ANS ✔✔asking
general questions prior to specific questions.
In general, the distribution of most companies' customer satisfaction rating is: - ANS
✔✔negatively skeweed
According to the text, of the following customer satisfaction methods, which is the least
effective in producing meaningful results? - ANS ✔✔The Scale of 100 approach
, The most popular definition of customer satisfaction/dissatisfaction is based on: - ANS ✔✔the
Expectancy Disconfirmation Model
Which of the following statements regarding customer satisfaction is correct? - ANS
✔✔complainers are more likely to do business with you again than non complainers
service quality - ANS ✔✔An attitude formed by a long-term, overall evaluation of a firm's
performance
service gap - ANS ✔✔The distance between a customer's expectation of a service and
perception of the service actually delivered.
SERVQUAL - ANS ✔✔A 44-item scale that measures customer expectations and perceptions
regarding five service quality dimensions.
Which of the following statements to pertaining to the "SERVQUAL" scale is correct? - ANS
✔✔SERVQUAL compares perceptions to what a customer should expect from a firm that
delivers high-quality services.
communication gap - ANS ✔✔the difference between the service the firm promises to deliver
through its external communications and the service it actually delivers to its customers
delivery gap - ANS ✔✔occurs between the actual performance of a service and the standards
set by management
service gap - ANS ✔✔The distance between a customer's expectation of a service and
perception of the service actually delivered
