questions ch 12

In fact joy is on the phone so much that she doesnt

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flash her smile or greet anyone as they enter the bank. In fact, Joy is on the phone so much that she doesn't really even seem friendly. This is an example of a gap between: the service quality specifications and the service that is actually provided HTCU customers appreciate the knowledge and courtesy of credit union employees, as well as their ability to convey trust. This demonstrates which service quality? Assurance
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Refer to Grizzly watching. The bear watching tour customers want high quality service. In order to serve its customers better, The Great Bear Nature Tours Management hires a marketing research company to determine what customers really want in a high quality bear watching tour. The marketing research company informs the management that the customers going on bear watching tours want to see some bears but also spend most of their time engaging in group activities with their friends on the tour, such as trekking, backpacking, fishing, canoeing, or hiking. The Great Bear Nature Tours Management installs a touch screen menu system in guests' rooms so that they can sign up for tomorrow's activities that they want to participate at night. When guests try using the system, they realize that the system is not allowing them to pick which activities they want to join but forces them to sign up to the first activity available. This situation describes which service quality gap? gap between what management thinks customers want and the quality specifications that management develops to provide the service After years of expansion, Starbucks recently closed 600 of its poorer performing stores. Many of the stores closed were near other Starbucks locations. In those areas management felt that the company had too many outlets, which was boosting the company's cost unnecessarily. Decisions concerning the number of outlets are a part of the _____ strategy of service organizations. Distribution Jonathon had a problem when submitting an exam in his online marketing class and he received a score of zero, so he sent an email to the professor explaining his problem. He was really worried because the exam was due that evening, and he was very pleased when the professor replied within an hour telling him that he scored a 90 on the exam. The professor's prompt reply to his inquiry is an example of which service quality component? Responsiveness Emily's nephew is on the autism spectrum, and she has read stories on the Internet about how vaccines supposedly cause autism. Though Emily knows this theory has been debunked and that vaccines are safe, she is surprised that she feels a bit worried when she takes her own child into the pediatrician for her shots. Emily is glad her pediatrician does not think her fears are silly and will answer all of her questions without making her feel stupid for asking them. By which of the following components of service quality is Emily most likely to rate her pediatrician?
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  • Winter '10
  • koc
  • Service system, BOUTIQUE HOTELS, Great Bear Nature

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