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1. ___?___ is (are) the physical facilities, equipment, and appearance of a service firmıs employees.
A. Assurance.
B. Empathy.
C. Reliability.
D. Responsiveness.
E. Tangibles.
2. The method for calculating service quality that involves subtracting a customerıs perceived level of service from what was expected is:
A. Competitive theory.
B. Gap theory.
C. Return on quality.
D. Service return.
E. Consumer expectations.
3. ___?___ is the caring, individualized attention the firm provides each customer.
A. Assurance.
B. Empathy.
C. Reliability.
D. Responsiveness.
E. Tangibles.
4. The financial payoff expected from an investment in a service quality program is:
A. Competitive parity.
B. Assurance.
C. Reliability.
D. Finance theory.
E. Return on quality.
5. The willingness of a service firmıs staff to help customers and to provide them with prompt service is:
A. Assurance.
B. Empathy.
C. Reliability.
D. Responsiveness.
E. Tangibles.
6. ___?___ is the situation where competitors produce almost identical goods and services.
A. Assurance.
B. Competitive parity.
C. Competitive advantage.
D. Gap theory.
E. Return on quality.
7. The knowledge and courtesy of the service firmıs employees and their ability to inspire trust and confidence in the customer toward the company is:
A. Assurance.
B. Empathy.
C. Reliability.
D. Responsiveness.
E. Tangibles.
8. The ability of a service firm to perform the service promised to customers both dependably and accurately is:
A. Assurance.
B. Empathy.
C. Reliability.
D. Responsiveness.
E. Tangibles.
9. Attributes that a consumer can evaluate prior to purchasing a service or good are called:
A. Credence qualities.
B. Experience qualities.
C. Search qualities.
D. Service quality gaps.
E. Consumer expectations.
10. SERVQUAL measures service quality by comparing a consumerıs evaluation of the service they received to their expectations:
A. Of the firm after the service was performed.
B. Of the firm prior to the service.
C. Of the ideal firm in that service industry.
D. Of other firms in the industry.
E. Of firm XYZ.
11. Attributes that consumers can evaluate only during or after the consumption process are:
A. Credence qualities.
B. Experience qualities.
C. Search qualities.
D. Service quality gaps.
E. Consumer expectations.
12. American Airlines keeping a record of the number of late flights would be an example of a(n) ___?___ measure of service quality.
A. SERVQUAL.
B. Internal service performance.
C. Customer service performance.
D. Comparative service performance.
E. Federal government.
13. Internal measures of service quality are important because they can identify:
A. Service performance strengths and weaknesses.
B. Why customers are unhappy.
C. Where the gaps between expectations and performance is wide.
D. Where the gap between expectations and performance is narrow.
E. Who is the best target market for the service.
14. Attributes that consumers have difficulty evaluating even after the consumption is complete are:
A. Credence qualities.
B. Experience qualities.
C. Search qualities.
D. Service quality gaps.
E. Consumer expectations.
15. The difference between what customers expect from a service and what management believes customers expect is the definition of gap:
A. One.
B. Two.
C. Three.
D. Four.
E. Five.
16. Overpromising by the advertising department or salespeople is a major cause of gap:
A. One.
B. Two.
C. Three.
D. Four.
E. Five.
17. Evaluating the service quality of an advertising agency hired by a firm would be difficult because it is high in:
A. Credence qualities.
B. Experience qualities.
C. Search qualities.
D. Service quality gaps.
E. Consumer expectations.
18. All of the following are good strategies to reduce the size of Gap Three except:
A. Enhance teamwork.
B. Provide employees with perceived control.
C. Reduce role conflict.
D. Develop service quality goals.
E. Ensure employee-job fit.
19. The difference between managementıs perception of consumer expectations and service quality specifications is the definition of gap:
A. One.
B. Two.
C. Three.
D. Four.
E. Five.
20. An ROQ analysis by United Parcel Service resulted in:
A. A higher percentage of on-time deliveries.
B. A program to free drivers so they could spend more time with customers.
C. A loss for UPS.
D. The purchase of new sorting equipment to reduce the number of misdirected packages.
E. Winning the Malcolm Baldridge National Quality Award.