A service perception s b service efforts c service

This preview shows page 64 - 67 out of 100 pages.

__________. A. service perception s B. service efforts C. service quality D. service aspirations E. service feedback Service quality is the customer's perception of how well delivered service meets expectations. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-03 Examine the five service quality dimensions. Topic: The Gaps Model 63. (p. 258) A systematic __________ program collects customer inputs and integrates them into managerial decisions. A. quality gap analysis B. empowerment C. zone of tolerance D. standards analysis E. voice-of-customer
Image of page 64

Subscribe to view the full document.

A voice-of-customer program seeks to incorporate customer input into management decision making in a systematic way. AACSB: Analytic Blooms: Remember Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 64. (p. 258) Bank of America uses a complex polling system coupled with a customer response measurement system to assess consumers' responses to new products and services. Bank of America is using a __________ program to improve service quality and service offerings. A. quality gap analysis B. empowerment C. zone of tolerance D. standards analysis E. voice-of-customer Bank of America is using a voice-of-customer program, which seeks to incorporate customer input into management decision making in a systematic way. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 65. (p. 256) When choosing where to eat lunch, Veronica's major service criterion is speed: being seated promptly and served her meal quickly. For Veronica, __________ is the most important of the five service quality dimensions. A. assur ance B. reliability C. tangibles D. responsiveness E. empathy
Image of page 65
Responsiveness is the service quality dimension that considers promptness and speed of response. AACSB: Analytic Blooms: Apply Difficulty: 2 Medium Learning Objective: 12-03 Examine the five service quality dimensions. Topic: The Gaps Model 66. (p. 258) The concept of __________ refers to the area between customers' expectations regarding desired service and their minimum levels of acceptable service. A. voice-of- customer programs B. empowerment C. the zone of tolerance D. standards analysis E. quality gap analysis The zone of tolerance recognizes that there is a range of service performance that a customer will consider acceptable--between minimum levels of acceptable service and customers' desired levels of service. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-04 Explain the zone of tolerance concept. Topic: The Gaps Model 67. (p. 258) Nicole knows her restaurant is understaffed today. She is hoping to get through the day without falling below her customers' __________, the difference between what her customers want and what they will accept before going elsewhere.
Image of page 66

Subscribe to view the full document.

Image of page 67

{[ snackBarMessage ]}

Get FREE access by uploading your study materials

Upload your study materials now and get free access to over 25 million documents.

Upload now for FREE access Or pay now for instant access
Christopher Reinemann
"Before using Course Hero my grade was at 78%. By the end of the semester my grade was at 90%. I could not have done it without all the class material I found."
— Christopher R., University of Rhode Island '15, Course Hero Intern

Ask a question for free

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern