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31. Courtney's mother died of breast cancer, and she is afraid of getting cancer. When she went to get a baseline mammogram, she wanted a facility where the personnel would not think her fears were silly and would answer all of her questions without making her feel stupid for asking them. By which of the following components of service quality is Courtney most likely to rate the mammogram provider? a. empathy b. assurance c. tangibles d. reliability e. responsiveness ANS: A Empathy refers to providing caring and individualized attention to customers.PTS: 1 REF: 161 OBJ: 11-3 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Product | TB&E Model Customer32. Virtual Bellhop is a company that ships awkward sporting goods to vacation destinations so its customers to not have to worry about lugging them through airports or having them damaged in transit. The care with which the items are packed and the condition of the package when it arrives indicate concern with which aspect of service quality? a. tangibles b. responsiveness c. reliability d. variability e. homogeneity ANS: A Tangibles are the physical evidence of a service.PTS: 1 REF: 161 OBJ: 11-3 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Product | TB&E Model Customer33. TeamBuilds is a service organization that has corporate teams pay $7,500 for an all-day team-building session with a management consultant while they work together on renovating a Habitat for Humanity home. The _____ could be used to identify the problem if there were significant differences between what TeamBuilds says it provides to customers and what it actually provides. a. gap model of service quality b. service pyramid c. four dimensions of service quality d. service paradigm e. service delineation matrix ANS: A This would be an example of Gap 4.PTS: 1 REF: 162 OBJ: 11-3 TYPE: App TOP: AACSB Reflective Thinking | TB&E Model Strategy
FINAL EXAM POOL ITEMS (Chs. 9, 11, 12, 13, 14, 15 & 17 ... NOT 18) *** RED FONT ITEMS ON ACTUAL FINAL EXAM *** [Highlighted Items NOT Included] ACTUAL FINAL EXAM = 70 ITEMS [5-7 Items Per Chapter & ALL 30 Assessment Items] 34. Clarksdale, Mississippi, is the home of the Shack Up Inn, the only inn in the world that is made up of actual shotgun houses. (Shotgun houses contain two or three rooms in a row. A resident of the house is able to stand at the front door and shoot through all the rooms and out the back door without hitting any walls.) Obviously, the shacks are not luxurious although they do have indoor plumbing and electricity. The owner decided these were the only changes customers would want to be made in the shacks. In this instance, the service provider is likely to have a gap between: a. what management thinks customers want and the quality specifications that management develops to provide the service b. what the company tells the customer it provides and what is actually provided c. service quality specifications and employee training d. what customers want and what management thinks customers want e. service expectations and what customers are told to expect ANS: D The owner may not understand the needs and desires of the average tourist.