Aacsb analytic blooms remember difficulty 1 easy

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AACSB: Analytic Blooms: Remember Difficulty: 1 Easy Learning Objective: 12-01 Describe how the marketing of services differs from the marketing of products. Topic: Services Marketing Differs From Product Marketing 4. (p. 254) The Gaps Model allows systematic examination of all aspects of the product creation process. FALSE
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The Gaps Model allows systematic examination of all aspects of the service delivery process. AACSB: Analytic Blooms: Understand Difficulty: 1 Easy Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 5. (p. 260) A delivery gap is the difference between the firm's service standards and the actual service it provides to customers. TRUE The Gaps Model allows systematic examination of all aspects of the service delivery process. The delivery gap represents the difference between the service standards and the actual service delivered. AACSB: Analytic Blooms: Remember Difficulty: 1 Easy Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 6. (p. 256) One use of marketing research is to provide an effective means to understand consumers' service expectations and their perceptions of service quality. TRUE Customer expectations for service, and the ways in which they perceive and evaluate service quality, must both be understood in order to design and deliver service as desired by customers. Marketing research is a useful tool for better understanding customers' views. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-03 Examine the five service quality dimensions. Topic: The Gaps Model 7. (p. 258) When Buffalo Bank required all customers to use their online banking services, over 20 percent of their customers closed their accounts. Buffalo Bank's service fell outside customers' zone of tolerance. TRUE The zone of tolerance is a range between customers' desired levels of service and the minimum they are willing to accept. The fact that so many customers closed their accounts suggests that Buffalo Bank no longer offered service falling within most customers' zones of tolerance. AACSB: Analytic Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-04 Explain the zone of tolerance concept. Topic: The Gaps Model
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8. (p. 259) In training service providers, service quality goals should be general to allow for the various needs of consumers. FALSE Service quality goals should be specific in order to consistently deliver service that meet customers' expectations. AACSB: Analytic Blooms: Remember Difficulty: 1 Easy Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 9. (p. 260) The knowledge gap is where "the rubber meets the road," where the customer directly interacts with the service provider.
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