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5 Written questions

5 Matching questions

  1. ___ is the knowledge of and courtesy by employees and their ability to convey trust and confidence (building block)
  2. you can minimize the standards gap through (2)
  3. 4 different service gaps
  4. adding machines to a service can decrease _____
  5. allowing employees to make decisions about how service is provided to customers
  1. a variability
  2. b knowledge, standards, delivery, communication
  3. c empowerment
  4. d assurance
  5. e training, commitment to service quality

5 Multiple choice questions

  1. empower employees, use technology, provide support/incentives
  2. variability
  3. zone of tolerance
  4. customer service
  5. listening to the customer, resolving problems quickly

5 True/False questions

  1. ___ is the willingness to help customers and provide prompt service (building block)empathy


  2. ___ is the ability to perform the service dependably and accurately (building block)reliability


  3. a characteristic of a service; produced and consumed at the same time (service and consumption at same time)variability


  4. characteristic of service: cannot be stored for use in the futureperishability


  5. effective service recovery efforts can significantly increase ___, ___, and ____customer satisfaction, purchase intentions, positive word of mouth


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