FiltersDone

Question type

Essay

Multiple Choice

Short Answer

True False

Matching

Exam 13: Services: The Intangible Product

Show Answer

Share

---

All types

Filters

Study FlashcardsPractice ExamLearn

Question 61

Multiple Choice

Review LaterAdd Note

Review Later

Customers have a defined __________ when it comes to waiting in line at a retail checkout counter.The amount of time consumers are willing to wait varies with the type of store.

A) voice-of-customer quotient
B) empowerment standard
C) tangibles gap
D) zone of tolerance
E) quality gap

F) None of the above
G) B) and D)

Correct Answer

verified

Show Answer

Question 62

Multiple Choice

Review LaterAdd Note

Review Later

Which service gap is the Ritz-Carlton Hotel trying to address when it takes time and spends up to $1,700 to train a new employee?

A) standards gap
B) knowledge gap
C) performance gap
D) communication gap
E) recovery gap

F) B) and D)
G) A) and E)

Correct Answer

verified

Show Answer

Question 63

Multiple Choice

Review LaterAdd Note

Firms can close the __________ gap by matching customer expectations with actual service through use of marketing metrics.

Physicians regularly overstate the expected recovery time from surgery,knowing that managing patients' expectations will reduce the __________ gap associated with their service.

Although firms such as restaurants have difficulty controlling service quality from day to day,they do have control over

The old restaurant saying "You are only as good as the last meal served" reflects the fact that services are

When Jaime arrived at her hotel room and saw that the bedsheets had not been changed from the last hotel guest and there were cockroaches in the bathroom,she chose to go elsewhere.An undone,bug-infested room was not in Jaime's __________,which is the difference between what she really wants and what she will accept before looking for another hotel.

Kayla is the new manager of a resort hotel.She knows from reviewing customer complaints that service quality at the hotel is not consistently meeting customers' expectations,and she believes that the biggest problem is that her employees are not sure what is expected of them.To improve service quality,Kayla will

The concept of __________ refers to the area between customers' expectations regarding desired service and their minimum levels of acceptable service.

To develop a zone of tolerance analysis,a market researcher would likely ask customers

A service is any intangible offering that involves a deed,performance,or effort that

An excellent,inexpensive,and readily accessible method for assessing customers' service expectations is

Airline passengers in Europe receive much greater monetary compensation when they are bumped due to overbooking than do passengers in the United States.How do airline passengers determine what is "fair" when there is a service failure?

Dentists know most consumers are hesitant to use their services,in part because what they provide can be painful or uncomfortable at best,but also because much of what they provide is intangible.What is intangibility? How can dentists attempt to overcome intangibility aspects of their service?

The Gaps Model allows systematic examination of all aspects of the product creation process.

A __________ gap is the difference between the firm's service standards and the service it provides to customers.

When John checked into his Orlando hotel,the front desk clerk informed John that his room would not be ready for another twenty minutes.John decided he didn't mind waiting,because he had arrived well ahead of the standard check-in time.John didn't mind waiting twenty minutes because this wait fell within his __________,the area between his expectations regarding desired service and the minimum level of service he will accept.

In training service providers,service quality goals should be general to allow for the various needs of consumers.

_________ means allowing employees to make decisions about how service is provided to customers.

When marketers state that services are __________,they are referring to the fact that services are produced and consumed at the same time.