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Exam 13: Designing and Managing Services

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Question 31

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The fact that services are typically produced and consumed simultaneously is known as the ________ aspect of services.

A) perishability
B) intangibility
C) heterogeneity
D) inseparability
E) variability

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Question 32

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MGC Inc.organizes a company-wide picnic once a year.The organizers arranged for the best possible menu thinking that food would be a priority,but the staff were disappointed because the activities were very poorly planned.What kind of a gap is apparent here?

A) gap between perceived service and expected service
B) gap between service delivery and external communications
C) gap between service-quality specifications and service delivery
D) gap between management perception and service-quality specification
E) gap between consumer expectation and management perception

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Question 33

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In the customer support center where Carl works,employees are taught to make conversation to put customers at their ease.As customers don't like being kept waiting,they must also try to minimize the time that customers spend waiting for service.Thus,when there are a number of customers lined up,Carl usually has to decide whether to answer a customer's questions in detail or move on quickly to the next customer.The firm's standards are not clear on how they want him to perform.When asked,his boss answers,"You make the decision." This is an example of which service-quality gap?

A customer-service interface is defined as any place at which a company seeks to manage a relationship with a customer.

The advertisement for a pool reads "a vinyl pool from Parker's for just $5000." When David contacted the firm for the pool,the customer service representative tells David that the total cost will be $8000.When David enquires about the extra $3000,the customer service representative says that is for installation.Which service-quality gap does this situation demonstrate?

In developing a service blueprint,The Flower Shop has outlined each step in the delivery process of the service it provides.Which characteristic of services is The Flower Shop attempting to minimize?

The most important determinant of service quality is ________ which refers to the ability to perform the promised service dependably and accurately.

Marketing excellence with services requires excellence in three broad areas.List and explain the three areas.

Dean recently had a BRZ broadband connection installed.However,the connection was bad and he didn't get the quality he required.He contacted BRZ about the problem,but the company did not solve his problem.Dean switched to Blue Broadband.Which of the following was the cause of Dean's switching behavior?

Regular maintenance and repair costs are known as ________.

The production of a service is never tied to a physical product.

The manager of a computer service center knows that quick service is the top priority for customers.Accordingly,the employees are encouraged to solve customer difficulties fast,but there is no set time period for service delivery.Which gap could cause unsuccessful service delivery in this situation?

The search qualities of a service are the characteristics the buyer can evaluate before purchase.

Services high in ________ qualities have characteristics that the buyer can evaluate after purchase.

The appearance of physical facilities,equipment,personnel,and communication materials are the tangibles that convey service quality to consumers.

The customer service representatives at a call center have been asked to handle each call in not more than five minutes.At the same time,they have been asked to answer all customer queries in detail and provide appropriate solutions.What kind of service gap is apparent here?

While goods meet personal needs,services meet business needs.

Service quality depends on who provides them,when and where,and to whom.Thus,services are highly ________.

List three steps that service firms can take to increase quality control over services and reduce variability.

Fingerpainted organizes art camps and craft activities for children.The company has noticed that demand is highest during summer vacations and drops during the year.What can Fingerpainted do to attract customers at other times of year?