Aacsb ethics blooms apply difficulty 3 hard learning

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AACSB: Ethics Blooms: Apply Difficulty: 3 Hard Learning Objective: 12-01 Describe how the marketing of services differs from the marketing of products. Topic: Services Marketing Differs From Product Marketing 128. (p. 254) What are the potential gaps in the Gaps Model? What is it designed to do? The four potential gaps are knowledge, standards, delivery, and communication gaps. The Gaps Model is designed to encourage a systematic examination of all aspects of the service delivery process and to prescribe steps needed to develop an optimal service strategy. AACSB: Analytic
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Blooms: Understand Difficulty: 2 Medium Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 129. (p. 255) Garrett was impressed with the service he received at a local wine store. He thought the salesperson was attentive and knowledgeable. His friend, Juanita, who was with him and is very knowledgeable about wine, thought the salesperson was pushy and not well informed. What does this example suggest about customers' service expectations? It suggests that customer expectations vary with knowledge and experience. Because he knows little about wine, Garrett had different expectations from Juanita, who knows a lot more and has had more experience buying wine. AACSB: Analytic Blooms: Apply Difficulty: 3 Hard Learning Objective: 12-02 Discuss the four gaps in the Service Gaps Model. Topic: The Gaps Model 130. (p. 256) In the Paradise Motel example in the text, the motel offered stale food, advertised babysitting services that were not readily available, and had an assistant manager with a poor attitude. If you were the new manager of the Paradise Motel, how would you use the five building blocks of service quality to identify and correct the problems? The stale food problem is both a tangible and a reliability problem. The advertised babysitting service is a reliability and responsiveness problem. If the service is to be advertised, the motel should be prepared to respond and to provide it when needed. The assistant manager's attitude is an empathy, assurance, and responsiveness problem. AACSB: Analytic Blooms: Apply Difficulty: 3 Hard Learning Objective: 12-03 Examine the five service quality dimensions. Topic: The Gaps Model 131. (p. 258) Flora wants to develop a zone of tolerance analysis for her veterinary practice. What is a zone of tolerance in service quality? What types of questions would she need to ask to conduct her analysis? A zone of tolerance refers to the area between customers' expectations regarding their desired service quality and the minimum level of acceptable service before they will go elsewhere. She should ask about consumers' desired level of service for each of the five service quality dimensions, consumers' expected levels of service for each of the five service quality dimensions, how well the firm performs in each service quality dimension, and the importance of each service quality dimension.
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