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88 Cards in this Set
- Front
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________ service attributes cannot be inventoried or carried in stock over longperiods of time. A) Continuous B) Objective C) Tangible D) DiscreteE) Intangible 2)The heterogeneous nature of services means that ________.A) no two services areexactly the sameB) they cannot beinventoriedC) customers cannot be involved in theproduction of the serviceD) production and consumption of services occursimultaneouslyE) cannot be carried in stock over long periodsof time 2)The heterogeneous nature of services means that ________.A) no two services areexactly the sameB) they cannot beinventoriedC) customers cannot be involved in theproduction of the serviceD) production and consumption of services occursimultaneouslyE) cannot be carried in stock over long periodsof time |
E) Intangible
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The heterogeneous nature of services means that ________.
A) no two services areexactly the same B) they cannot beinventoried C) customers cannot be involved in theproduction of the service D) production and consumption of services occursimultaneously E) cannot be carried in stock over long periodsof time |
A) no two services are exactly the same
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Which of the following statements is true?A) Tangible serviceattributes cannot be inventoried or carried in stock over long periods of time.
B) The homogeneousnature of services means that no two services are exactly the same. C) Production and consumption of services oftenoccur simultaneously. D) Customers cannot exert control over theservice provider to achieve customization.E) Customers tend to bemore involved in the production of goods than in the production of services. |
C) Production and consumption of services often occur simultaneously.
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The participation of a customer in the delivery of a service product is called________.
A) customer interaction B) customer coproduction C) customer conformity D) customer proactivity E) customer compliance |
B) customer coproduction
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In many restaurants, it is common for customers to fill their own drinks. This activityis an example of ________.
A) customer compliance B) customer interaction C) customer coproduction D) customer proactivity E) customer conformity |
C) customer coproduction
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________ services are those whose customers pay the bills.
A) External B) Tangible C) Internal D) Discrete E) Intangible |
A) External
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________ services include services such as data processing, printing, and mail.
A) Tangible B) External C) Internal D) Intangible E) Discrete |
C) Internal
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Services that we actively seek out and employ of our own accord are referred toas ________ services.
A) voluntary B) internal C)external D) intangible E) involuntary |
A) voluntary
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Which of the following is an example of a voluntary service?
A) police department B) hospital C) gas station D) the IRS E) fire department |
C) gas station
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Services that individuals do not choose to engage are referred to as ________services.
A) internal B) voluntary C) intangible D) involuntary E) external |
D) involuntary
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Which of the following statements is true?A)It is easy to obtain hard data relating to services because services' attributesare intangible.
B)Simultaneous production and consumption of services means that you have to doit right the first time. C)Customer contact leads to a decrease in variability in the process. D)Service liability issues center around safety concerns. E)Manufacturing liability issues often relate to malpractice. |
B) Simultaneous production and consumption of services means that you have to do it right the first time.
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________ refers to the professionalism of the service provider and whetherreasonable measures were taken to ensure the customer's well-being.
A) Malpractice B) Negligence C) Indifference D) Mismanagement E) Empathy |
A) Malpractice
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Which of the following is not a quality dimension relating to services?
A) empathy B) assurance C) durability D) tangibles E) responsiveness |
C) durability
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The SERVQUAL tool for assessing services quality was developed by ________.
A) Hammer and Champy B) Juran, Deming, andShewhart C) Ishikawa and Taguchi D) Feigenbaum, Crosby, and Peters E) Parasuraman, Zeithamel, and Berry |
E) Parasuraman, Zeithamel, and Berry
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The two parts of the SERVQUAL survey are ________.
A) customer expectationsand customer perceptions B) service quality andproduct quality C) product integrity and customer service D) services liability and manufacturingliability E) service vision and high standards |
A) customer expectations and customer perceptions
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________ shows the difference between actual customer expectations andmanagement's idea or perception of customer expectations.
A)Gap 1 B)Gap 2 C)Gap 3 D)Gap 4 E) Gap 5 |
A) Gap 1
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Gap 2 shows the difference between ________.
A) service delivery and external communicationsto customers B) management perceptions of customerexpectations and expected service C) service delivery and service qualityspecifications D) expected service and perceived service E) service quality specifications and managementperceptions of customer expectations |
E) service quality specifications and management perceptions of customer expectations
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________shows the difference between service delivery and service qualityspecifications.A)Gap 1
B)Gap 2 C)Gap 3 D)Gap 4 E) Gap 5 |
C) Gap 3
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19)Gap 4 shows the difference between ________.
A) service delivery and externalcommunications to customers B) management perceptions of customerexpectations and expected service C) service delivery and service qualityspecifications D) expected service and perceived service E) service quality specifications and managementperceptions of customer expectations |
A) service delivery and external communications to customers
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showsthe difference between expected service and perceived service.
A)Gap 1 B)Gap 2 C)Gap 3 D)Gap 4 E) Gap 5 |
E) Gap 5
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Auniversity administered the SERVQUAL survey to its customers as a way to assessits current position in the market. On the basis of 80 responses, the followingaverages were computed for the tangibles construct.
Item # Avg. Perception Avg. Perception 1 6.4 6.1 2 6.1 6.0 3 6.7 5.2 4 6.9 6.5 Whatis the difference for the tangibles dimension? A) -1.50 B) -0.575 C) 1.50 D) 0.575 E) not enough data to determine the answer |
D) 0.575
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A________ is a flowchart that isolates potential fail points in a process.
A) services statement B) services draft C) services plan D) services blueprint E) services data table |
D) services blueprint
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Whatis the first step in the development of a service blueprint?
A) identify processes B) isolate fail points C) establish a time frame D) eliminate highest risks E) analyze profits |
A) identify processes
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Whichof the following best defines the front office in a service blueprint?
A) the portion of the firm's activities that thecustomer can see B) the area in the firm where the majority ofthe work is done C) the portion of the firm's activities that thecustomer cannot see but is necessary to perform D) the area in the firm where the majority ofthe profitability is generated E) the area in the firm where the employees planquality initiatives |
A) the portion of the firm's activities that the customer can see
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Whichof the following best defines the back office in a service blueprint?
A) the area in the firmwhere the majority of the work is done B) the portion of thefirm's activities that the customer cannot see but is necessary to perform C) the portion of thefirm's activities that the customer can see D) the area in the firmwhere the majority of the profitability is generated E) the area in the firm where the employees planquality initiatives |
B) the portion of the firm's activities that the customer cannot see but is necessary to perform
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The fail points in the service blueprint are often referred to as ________.
A) defining events B) turning points C) poka-yokes D) moments of truth E) tangibles |
D) moments of truth
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Theidea behind fail-safing is to ensure that ________.
A) certain errors willnever occur B) customer expectationsare met C) the highest risks areeliminated D) forward planningtakes place E) the importance of quality is not neglected |
A) certain errors will never occur
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Thepackage of tangibles and intangibles that make up a service is referred to asa(n) ________.
A) quality outputpackage B) internal servicespackage C) service vision package D) fail-safe package E) customer benefits package |
E) customer benefits package
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Ina customer benefits package, tangibles are known as ________.
A) service-content B) process-content C) product-content D) quality-content E) goods-content |
E) goods-content
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Ina customer benefits package, intangibles are referred to as ________.
A) service-content B) goods-content C) quality-content D) process-content E) product-content |
A) service-content
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Whichof the following is not one of the four stages of the service benefit packagedesign process?
A) idea/conceptgeneration B) service conceptinvestigation C) the definition of a services package D) process definition and selection E) facilities requirement definition |
B) service concept investigation
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The first stage of the service benefit packagedesign process is ________.
A) service conceptinvestigation B) facilitiesrequirement definition C) process definition and selection D) the definition of a services package E) idea/concept generation |
E) idea/concept generation
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________service packages are of the one-size-fits-all variety.
A)Unique B)Selective C)Restricted D)Generic E)Constricted |
D) Generic
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________service packages are especially tailored for each customer.
A)Selective B)Constricted C)Unique D)Restricted E)Generic |
C) Unique
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________is a service improvement technique that allows managers to analyze theirservice processes at a very detailed level.
A)Generic service analysis B)Selective service analysis C)Service transaction analysis D)Service data analysis E)Service quality analysis |
C) Service transaction analysis
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Thephenomenon of customers providing themselves, their belongings, and informationas process inputs is known as ________.
A) the reinvention process B) services blueprinting C) the Unreliable Supplier Dilemma D) the capricious labor theory E) service transaction analysis |
C) the Unreliable Supplier Dilemma
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Intangibleservice attributes cannot be inventoried or carried in stock over long periodsof time.
T/F |
TRUE
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The outputs of service are homogeneous, which means that no two services are exactly the same.
T/F |
FALSE
heterogeneous nature of services means that no two services are exactly the same |
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The production and consumption of services oftenoccur simultaneously.
T/F |
TRUE
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Customers tend to be more involved in the production of goods than in the production of services.
T/F |
FALSE
Production andconsumption of services often occur simultaneously |
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Customers can exertcontrol over the service provider and achieve customization.
T/F |
TRUE |
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Internal services arethose whose customers pay the bills.
T/F |
FALSE
External |
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Data processing,printing, and mail are examples of external services
T/F) |
FALSE
Internal |
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Internaland external services are similar in that competitive pressures can result inthe possible loss of customers.
T/F |
TRUE |
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Voluntary servicesare services that we actively seek out and employ of our own accord .
T/F |
TRUE |
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A gas station is anexample of an involuntary service.T/F
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FALSE a voluntary service |
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A hospital is anexample of a voluntary service.
T/F |
FALSE an involuntary |
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Measurabledimensions, such as height and weight, are often unavailable in services
T/F |
TRUE |
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Simultaneousproduction and consumption of services means that you have to do it right thefirst time.
T/F |
TRUE |
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Customer contactleads to a decrease in variability in the process.
T/F |
FALSE Simultaneousproduction and consumption of services means that you have to do it right thefirst time. |
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In services liability issues center around safety concerns, whereas inmanufacturing liability issues relate to malpractice.
T/F |
FALSE malpractice refers to the professionalism of the service provider and whether reasonable measureswere taken to ensure the customer's well-being. |
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For bothmanufacturing and service firms, the customer is the core of the business.
T/F |
TRUE |
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Leaderswith service vision view service quality as the force underlying profitabilityand business success.
T/F |
TRUE |
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W. Edwards Demingdeveloped the SERVQUAL survey for assessing services quality.
T/F |
FALSE Parasuraman,Zeithamel, and Berry |
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TheSERVQUAL instrument is accepted as a standard for assessing differentdimensions of services quality.
T/F |
TRUE |
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Thetwo parts of a SERVQUAL survey are services liability and manufacturingliability.
T/F |
FALSE customerexpectations and customer perceptions |
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The greater potentialfor increasing customer satisfaction lies in addressing tangibles first.
T/F |
TRUE |
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The SERQUALinstrument is useful for performing gap analysis.
T/F
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TRUE |
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When a retailerincorrectly feels that the majority of his customers are men shopping for toolswhen in fact most customers are women shopping for linens, they areexperiencing gap 2.
T/F |
FALSE Gap 1 shows the difference between actual customer expectations and management's ideaor perception of customer expectations. |
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Gap1 shows that there can be a difference between actual customer expectations andmanagement's idea or perception of customer expectations.
T/F |
TRUE |
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Gap 3 is thedifference between service delivery and service quality specifications.
T/F |
TRUE |
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Gap 4 is thedifference between expected and perceived services
T/F |
FALSE Service delivery and external communication to cutomers. |
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A services blueprintis a flowchart that isolates potential fail points in a process T/F |
TRUE |
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The first step in thedevelopment of a services blueprint is to isolate fail points. T/F |
FALSEA identify processes |
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In a services blueprint, the area above theline of visibility is referred to as the back office. T/F |
FALSE the portion of thefirm's activities that the customer cannot see but is necessary to perform |
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Services processblueprinting places the focus on front-office activities T/F |
TRUE |
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The fail points inthe services blueprints are referred to as turning points. T/F |
FALSE moments of truth |
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Theidea behind fail-safing is to ensure that certain errors will never occur. T/F |
TRUE |
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Ina customer benefits package, the tangibles that define the service are known asservice-content. T/F |
FALSE The package oftangibles and intangibles that make up a service |
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The first stage of the service benefit package design process is the definitionof a services package. T/F |
FALSE idea/conceptgeneration |
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Theobjective of customer benefits package design is to evaluate each attribute interms of process and service encounter capability.
T/F |
TRUE |
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Genericservices packages are of the one-size-fits-all variety.
T/F |
TRUE |
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Selectiveservices packages are especially tailored for each customer.
T/F |
FALSE Uniqueservices packages are especially tailored for each customer. |
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Servicesupply chains are bidirectional, which means that service customers actuallyprovide.
T/F |
TRUE |
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TheUnreliable Supplier Dilemma occurs because service companies receive most oftheir supplies from other service companies
T/F. |
FALSE Thephenomenon of customers providing themselves, their belongings, and informationas process inputs is known as ________.Unreliable Supplier Dilemma |
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Capriciouslabor occurs because many services customers provide themselves as labor inputsinto the production process.
T/F |
TRUE |
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Define the term customer co-production.
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coproductionrefers to the participation of the customer in the delivery of a service product.For example, in many restaurants it is common for the customers to fill theirown drinks.
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Differentiate between internal services and external services and explain therole of outsourcing in the provision of internal services.
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Externalservices are those whose customers pay the bills. Internal services arein-house services such as data processing, printing, and mail. Typically, theseservices are separate from the external customer. However, customer service tointernal customers is very important to internal service because their servicesoften can be outsourced. There is a trend in companies to outsource internalservices. In a sense, this presents a competitive pressure on internalservices. Although internal and external services may be very different, theydo have many similarities. In both cases, competitive pressures can result inthe possible loss of customers.
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Differentiatebetween voluntary and involuntary services with examples.
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Voluntaryservices are services that we actively seek out and employ of our own accord.Generally, we research a voluntary service, such as a gas station, arestaurant, or a hotel, and have certain expectations when we engage itsservices.Thequintessential example of an involuntary service is a prison. Other involuntaryservices include hospitals, the IRS, the police department, the firedepartment, and other services that you do not choose. If you have the chanceto engage this type of service at some point, you likely will have vagueexpectations about the experience.
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Whatare the three major realities in service that affect the approaches in qualityadopted by service providers?
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Thethree major realities in services that affect the approaches to quality adoptedby service providers are intangibility, simultaneous production andconsumption, and customer contact.Becauseservices' attributes can be intangible, it is sometimes difficult to obtainhard data relating to services. In manufacturing, dimensions such as height,weight, and width are available for measurement.Simultaneousproduction and consumption of services means that you have to do it right thefirst time.Customer contact leads to an increase invariability in the process. This leads to a high degree of customization inservices as well as great variability in the time required to perform services.In manufacturing, repetitive tasks are easily measured, and cycle times aregenerally consistent
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Howare the product liability issues in services different from those inmanufacturing?
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Product liability issues in services arevery different from manufacturing. Whereas in manufacturing liability issuescenter around safety concerns, in services liability issues often relate tomalpractice, which refers to the professionalism of the service provider andwhether reasonable measures were taken to ensure the customer's well-being.
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Accordingto Parasuraman, Zeithamel, and Berry,what are the key attributes of services leaders?
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The key attributes of a leader in services are given below:First, a leader has a service vision.Such leaders really view service quality as the force underlying profitabilityand business success. When selecting strategies for improvement, leaders seequality as the winning strategy. Such a vision can be translated into actionand excitement for others in the company.Services leaders have high standards. Inservices, you will notice that some firms are better equipped and maintainedthan others.
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State the advantages of the SERVQUALinstrument.
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An important tool developed by Parasuraman, Zeithamel, and Berry for assessingservices quality is SERVQUAL. The SERVQUAL survey has been used by many firmsand is an off-the-shelf approach that can be used in many services situations.The SERVQUAL instrument, a survey, has many advantages. Among these are thefollowing:• Itis accepted as a standard for assessing different dimensions of servicesquality.• Ithas been shown to be valid for a number of service situations.• Ithas been demonstrated to be reliable, meaning that different readers interpretthe questions similarly.• Eachinstrument is parsimonious in that they have only 22 items. This means that itcan be filled out quickly by customersand employees.• Ithas a standardized analysis procedure to aid both interpretation and results.
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Whatis services blueprinting?
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Aservices blueprint is a flowchart that isolates potential fail points in aprocess. There are four steps to developing a services blueprint: (1) identifyprocesses, (2) isolate fail points, (3) establish a time frame, and (4) analyzeprofits. It is recommended that services blueprints be kept on every process ina service, and that a "keeper of the blueprint" makes the blueprintsavailable for others in the firm.
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)Explain the concept of poka-yoke.
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Dr.Richard Chase and Dr. John Grout have been influential in promoting the use ofpoka-yokes (fail-safes) in services. The idea behind fail-safing is to ensurethat certain errors will never occur. Just as many processes seem to bedesigned to fail, they also can be designed not to fail.Poka-yokesrepresent a good amount of creativity and are very often used by Japanese andAmerican companies to help ensure quality service. In a nutshell, you shouldisolate fail points in a process and then fail-safe the process to make surethat errors don't occur.
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Whatare the four stages of the service benefit package design process?
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Acustomer benefits package consists of both tangibles that define the serviceand intangibles that make up the service. The tangibles are known asgoods-content. Intangibles are referred to as service-content.Thefour stages of the service benefit package design process are as follows:• Idea/conceptgeneration• Thedefinition of a services package• Processdefinition and selection• Facilitiesrequirement definition
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Explain service transaction analysis (STA).
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STA is a service improvement technique thatallows managers to analyze their service processes at a very detailed level. Crosby views service encounters as a series oftransactions or moments of truth. STA is a method for identifying thesetransactions and evaluating them from the customer's perspective to determineif there is a gap between service design and what the customer perceives as theservice.
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Statethe factors that have contributed to the improvement in the quality in healthcare.
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Health care is an area of services thatis receiving much attention. Several factors have contributed to thisphenomenon:• Healthcare is facing the same "cost squeeze" that government is facing.• Amove toward health maintenance organizations (HMOs) is causing hospitals tostreamline operations.• Thereis increasing diversity in health care.In some cases, insurers such as BlueCross are encouraging the use of quality management approaches. Health careworkers are becoming increasingly knowledgeable about quality managementpractices and concepts.
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