D) Direct labor time None of the above E) 6) According to customers, is the most
ID: 392639 • Letter: D
Question
D) Direct labor time None of the above E) 6) According to customers, is the most important dimension of service quality? A) Prompt service B) Courtesy of employees C) The attractiveness of the service facility D) The dependability and accuracy of the service E) None of the above 7) Companies often "manage the evidence". For example, a motel will place a plastic liner on the toilet seat to show that it has been cleaned. Which 'GAP is this activity attempting to close? A) GAP5 B) GAP 4 C) GAP 3 D) GAP1 E) GAP 2 8) There are four basic approaches to service recovery is not one of them. A) Refund with apology B) Early intervention C) Substitute service D) Systematic protocol E) None of the above 9) Which is not a direct benefit normally associated with an unconditional service guarantee? A) Increases customer loyalty B) Helps increase quality and quantity of feedback C) Increases market share D) Clearly tells employees what is required E) None of the above 10) The implementation of an effective process control cycle for service systems is hampered by: A) The constantly changing environment of services B) The intangibility of services making direct measurement difficult C) The heretofore undefined range of what is acceptable and what is unacceptable D) The fact that accurate, timelt feedback for services is difficult to obtain E) None of the aboveExplanation / Answer
6) D
It is very critical to have dependability and accuracy of the service which determines the overall quality. If the service is not accurate, the quality will always be poor
7) C
Gap 3 is the difference between Service quality specifications and Service delivery
8) A
The four basic approaches are: Case by Case approach, Systematic response, Early intervention and Substitute service
9) D
The unconditional service guarantee helps to increase customer loyalty, increases quality and quantity of feedback and also helps to increase market share
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