The tangible dimension of SERVQUAL is assessed via ____ expectation questions and ___ perception questions.

A) 3, 4
B) 4, 4
C) 2, 2
D) 4, 5

One factor that influences the size of the communications gap is the employee’s willingness to perform.

Which of these is NOT a factor influencing the Delivery Gap?

A) Willingness to perform
B) Employee-Job fit
C) Driver Age
D) Role Conflict

___________________ is research that examines the customer's perspective of a firm's strengths and weaknesses.

A) Organization Research
B) Consumer Research
C) Customer Research
D) Marketing Research

After-sales surveys address customer satisfaction while the service encounter is still fresh in the customer’s mind.

Which of the following isn’t a component of a service quality information system?

A) Mystery shopping results
B) Total market service quality surveys
C) Employee surveys
D) They're all components

Businesses shouldn’t surprise customers because they need to be predictable to give customers a sense of control.

What is the degree to which employees are able to perform a service to specifications?

A) Role conflict
B) Employee-job fit
C) Performance Role
D) None of the above

These factors, employee role conflict, inadequate support of employees by management and poor employee-job fit can affect a firm’s __________________.

A) Delivery Gap
B) Communications Gap
C) Standards Gap
D) Service Gap

The difference between what management perceived that consumers expect and the quality specifications set is Delivery gap.

Which of the following isn’t a dimension of SERVQUAL?

A) Service Dimension
B) Assurance Dimension
C) Responsiveness Dimension
D) Empathy Dimension

Role ambiguity is uncertainty of employees roles in their jobs and poor understanding of the purpose of their jobs.

What is a type of satisfaction survey that addresses customer satisfaction while the service encounter is still fresh in the customer's mind?

A) Feelings Survey
B) Justification Survey
C) After-sales Survey
D) Employees Survey

A firm’s ________________consist of a wide variety of objects such as architecture, design, layout, carpeting, desks, lighting, wall colors, brochures, daily correspondence, and the appearance of the firms personal.

A) Tangibles
B) Images
C) Service
D) Service Property

The Servqual assessment of a firm’s ability to put itself in its customer’ place.

Which failure gap is the most important?

A) Communications Gap
B) Knowledge Gap
C) Service Gap
D) Standards Gap

In many cases, management does not believe it can or should meet customer requirements for service.

A 44-item scale that measures customer expectations and perceptions regarding five service quality dimensions is?

A) SERVQUAL
B) Reliability dimension
C) Role conflict

_________ is a form of non customer research that measures individual employee service behavior.

A) Employee Surveys
B) COVID-19
C) Mystery Shopping
D) Secret Shopping

Managers of service firms who utilize SERVQUAL should understand the place of customers place in the service quality dimensions.

The service Gap is narrow ____ other gaps
A) 3
B) 5
C) 2
D) 4

Reliability dimension reflects a service firms’ commitment to provide its services in a timely manner.

What do you call internal measures of service quality concerning employee morale, attitudes, and perceived obstacles to the provision of quality services?

A) Employee Surveys
B) Employee Search
C) Employee Measures
D) Employee Service Offers

Mystery Shoppers are a form of non customer research that consists of trained personnel who pose as _______, shop at the firm unannounced, and evaluate employees.

A) Managers
B) Employees
C) Customers
D) All of the above

To deliver a satisfying experience that can a high quality it requires the entire organization to be focused on the task.