- 1. defined as any activity or benefit that one player offers to another in an exchange process, which is essentially intangible and does not result in ownership of anything.
A) Intangibility
B) Service
C) Quality
- 2. It is a transaction in which no physical goods are transferred from the seller to the buyer.
The benefits of such a service are held to be demonstrated by the buyer's willingness to make the exchange.
A) Quality
B) Service
C) Industry
- 3. There is no ownership transfer.
cannot be patented.
Production and consumption are inseparable.
There are no inventories of the service
A) Industry
B) Company
C) Service
- 4. Can't be separated from service providers.
Example: Visiting a restaurant, when you order your meal, the waiting and delivery of the meal, the service provided by the waiter, etc., are all a part of the service production process and so inseparable, the staff in a restaurant is a part of the process as well as the quality of food provided
A) Perishability
B) Inseparability
C) Ownership
- 5. This refers to the multifaceted different experience that may be had from a single type of service, considered as a factor to distinguish goods from services
A) Heterogeneity
B) Perishability
C) Inseparability
- 6. means the quality of a service may vary from one service provider to another or may vary for the same service provider at different times of the day or week.
Example - The rooms, the food, the facilities may all be perfect, but it is the people interacting with you who will make all the difference between a favorable and unfavorable perception.
A) Heterogeneity of services
B) Service
C) Ownership
- 7. This is not a stack of fixed assets and it is not possible to store services in inventories.
Can't be stored for later sale or use.
Example - The good and clean room with services like TV, room delivery and other hotel services like sports, gym, tennis, and other similar services are linked to the customer being always present at the hotel as a paying guest
A) Inseparability
B) Heterogeneity
C) Perishability
- 8. remains with the service provider.
In case of purchase of a product, the customer becomes the owner of the product, but in case of a service there is no ownership or title passes from the service provider to the customer.
A) Inseparability
B) Heterogeneity
C) Ownership
- 9. is a categorization matrix of service industry firms based on the characteristics of the individual firm's service processes.
an established unique resource in the financial industry.
It provides you with a comparative analysis of your service offerings and-differentiates you from your competitors, Creating a service matrix will help you identify the level of service your clients will receive when they work with your firm
A) The service process matrix
B) Customization service
C) Labor Intensive
- 10. was derived by Roger Schmenner and primary appeared in 1986.
A) Quality
B) Matrix
C) Service
- 11. can be helpful when investigating the strategic charge in service operations.
A) Service Matrix
B) Enhanced
C) Quality
- 12. refers to a process or industry that requires a large amoun of labor to produce its goods or services.
A) Customization
B) Labor intensive
C) Customization service
- 13. refers to the need and ability to alter the service to please the individual customer's particular preferences.
A) Customization
B) Labor intensive
C) Customization service
- 14. is any service that's tailored to the needs of individual customers. The math is simple if the service better fits their needs, you'll be more successful in service, sales, and retention. The phrase "customized service" is used in two ways
A) Customization
B) Customization service
C) Labor intensive
- 15. test the quality of service of a firm at every encounter. Each of the customer encounters is called 'moment of truth' and a series of moments of truth lead to a relationship
A) Owner
B) Customer
C) Dealer
- 16. If the experience from ___ is bad, it may not lead to customer satisfaction. Management of service quality is a growing concern for a service marketer
A) service providers
B) service quality
C) service encounters
- 17. involves deciding on quality standards and implementing a method of assurance on performance level of the staff and the facilities
A) Service provider
B) Service encounter
C) Quality management
- 18. has emerged as a major competitive element in service company strategies
A) Quality
B) Customers
C) Services
- 19. are giving increasing emphasis on creating reputation for good
A) Service encounter
B) Service providers
C) service quality management process
- 20. involves matching evolving customer expectations
A) service quality management process
B) Service quality
C) Service management
- 21. Customers have their own service expectations from a firm. A customer is satisfied when his expectation matches the perceived service. When the perceived service passes over the expected service, the customer is delighted.
A) Yes
B) Maybe
C) No
- 22. 1. Companies need to find ways of creating differential advantage by having better service levels than their competitors.
2. Increased level of consumerism and greater media attention on quality have meant that companies must be more responsive to quality issues.
3. There has been a growing sophistication of consumer markets, with the non-price factors of image, product positioning and service delivery processes becoming more important.
A) Management of Service Quality
B) The service quality management process
C) three reasons for the increasing relevance of quality management in services sector.
- 23. means incorporating features that have a capacity to meet consumer needs (wants) and gives customer satisfaction by improving products (goods) and making them free from any deficiencies or defects.
A) Good quality
B) Service quality
C) Product quality
- 24. Good quality bridges the gap between pre-use perceptions and post-use experience of the service consumed
A reputation of good quality is a major advantage because perception of risk for many service providers is very high.
A) Maybe
B) Yes
C) Both of them
- 25. Consistency of performance
Being able to be trusted to do what is expected or has been promised.
The guest assesses quality by gauging that when he/she is promised to for his/her pizza to be delivered in 30 minutes, it should be delivered in less than or exactly 30 minutes
A) Reliability
B) Empathy
C) Tangible
- 26. When the guest is promised for a mouthwatering dining experience, then the ambiance, service and food should all be complimentary to deliver the said experience.
can also mean dependability in handling guests' service problems, in that every challenge or difficulty that may arise be treated right the first time.
A) Empathy
B) Reliability
C) Assurance
- 27. is the knowledge and courtesy of employees and their ability to convey trust and confidence. Customers expect businesses to be the experts in the service they deliver.
Examples of quality assurance activities include process checklists, process standards, process documentation and project audit.
A) Assurance
B) Empathy
C) Tangibles
- 28. are the physical features of the service being provided, such as the appearance of the building, cleanliness of the facilities, and the appearance of the personnel.
Since most of the hospitality products and services are intangible in nature, service provider should include necessary physical evidence of the service to make it more tangible in nature.
A) Reliability
B) Empathy
C) Tangibles
- 29. It is defined as the ability to understand the thoughts feelings or emotions of someone else.
In customer service, means that you can connect with and affirm a customer's feelings, even if you are unable to resolve the problem
Providing in customer service means that you allow the customer to feel heard by acknowledging their feelings. Doing so helps to enhance the experience
A) Tangibles
B) Assurance
C) Empathy
- 30. RATER MODEL...
Reliability
Assurance
Tangibles
Empathy
Responsiveness
A) Six Stars of Service Quality
B) Four Stars of Service Quality
C) Five Stars of Service Quality
- 31. the willingness to help customers and provide prompt service. Responding quickly to customer questions and concerns is vital, especially in today's fast-paced world.
How well does the company react to unusual situations, which can happen frequently in a service company?
A) Responsiveness
B) Empathy
C) Assurance
- 32. can be divided into two categories, namely Product Attributed Approach and Customer-Oriented Approach
A) Quality Management Approach
B) Quality Management Insurance
C) Quality Management Act
- 33. are the characteristics of a product that describe its features and influence customers to buy it.
directly affect customer purchase decisions. In short, product attributes matter because they inform the buyer extensively about the product. The more descriptive they are, the better they perform in terms of increasing buys.
A) Product Attributed Approach
B) Customer Oriented Approach
- 34. is a business approach in which a company solves for the customer first. It's all about focusing on helping customers meet their goals.
Essentially, the needs and wants of the customer are valued over the needs of the business. For customer service, this means your support team is focused on meeting customer needs.
A) Product Attributed Approach
B) Customer Oriented Approach
- 35. According to Gronroos, a service can be broken down into two components, namely technical quality, and functional quality; both dimensions are relevant to customers.
A) Yes
B) None of them
C) Maybe
- 36. whereas functional refers to how it was delivered, and both develop customers' perceived service quality (Rauch et al., 2015; Tamwatin et al., 2015
A) Functional quality refers on how the customer receives the service
B) Technical quality refers to what is delivered
- 37. the expressive nature of the service delivery (e.g., courtesy, attentiveness, promptness) The technical quality is relatively objective and therefore, easy to measure.
A) Technical quality refers to what is delivered
B) Functional quality refers on how the customer receives the service
- 38. 1. Quality is a concept related to the attitude of the customers and their comprehensive evaluation of the service.
2. It is built upon a series of evaluative experiences of the services delivered by the organization to the customers. The service quality can only be accessed after the service is consumed.
3. The assessment of service quality is made during delivery of service when customer encounters the service personnel
A) Service Quality
B) Service provider
C) Service encounter
- 39. refer to the elements which customers judge as relevant in developing a good quality service. Parasuraman, Zeithaml and Berry suggested that the criteria used by consumers that are important in molding their expectations and perceptions have ten dimensions
A) Dimensions of service enhancer
B) Dimensions of service encounter
C) Dimensions of service quality
- 40. It means ability to provide what was promised dependably and accurately
A) Reliability
B) Tangibility
C) Assurance
- 41. It means physical facilities and equipment and the appearance of the personnel
A) Reliability
B) Tangibility
C) Security
- 42. a. It means honesty and trustworthiness.
b. the quality of being believed or accepted as true, real, or honest
A) Credibility
B) Communication
C) Assurance
- 43. It means the willingness to help customers and provide prompt service.
A) Security
B) Credibility
C) Responsiveness
- 44. It means keeping customers informed in a language that they can understand
A) Communication
B) Credibility
C) Responsiveness
- 45. It means physical, financial and confidentiality for the service delivery
A) Security
B) Credibility
C) Responsiveness
- 46. a. It means degree of caring and individual attention provided to customer's needs and demands.
b. In customer service, empathy means that you can connect with and affirm the customer's feelings, even if you are unable to resolve the problem.
c. Providing empathy in customer service means that you allow the customer to feel heard by acknowledging their feelings. Doing so helps to enhance the experience.
A) Empathy
B) Sympathy
C) Security
- 47. It means politeness, respect, or friendliness in delivering the services
A) Responsiveness
B) Courtesy
C) Communication
- 48. Word of Mouth Communication
Personal Needs and Preferences
Experience
External Communication
A) There are four key factors that can influence the customer's expectations, which may help customers in shaping their expectations of a service:
B) There are four key factors that can influence the customer's expectations, which may help customers in shaping their needs of a service:
C) There are four key factors that can influence the customer's expectations, which may help customers in shaping their essential of a service:
- 49. This is the communication that flows from one person to another in a social loop and helps in formulating service quality perceptions
A) Experience
B) Word of mouth
C) External Communication
- 50. The relative importance that the person gives to the service as an essential part of the offer.
A) Experience
B) Personal Needs and Preferences
C) Word of mouth
- 51. The customer's expectations also depend upon past experiences of the customer with the service provider.
A) Personal Needs and preferences
B) Experience
C) External Communications
- 52. Like advertising, public relations and other publicity tools also influence the quality-of-service perception.
A) Personal Needs and Preferences
B) External communications
C) Word of mouth
- 53. is a deviation, a discrepancy between what was planned and what is done in the end, or between what was expected and what is perceived
A) Service gap
B) Service supply
C) Service support
- 54. The service performance gap is defined as the discrepancy between the specifications for the service and the actual delivery of the service.
A service gap is the difference between what the customers expect and what they perceived was delivered.
A) Yes
B) All time
C) Not really
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