MKTG1255 – SERVICE QUALITY PRACTICE MULTIPLE CHOICE QUESTIONS THE QUESTIONS ARE FOR PRACTICE ONLY. THERE IS NO INDICATION THAT YOU WILL BE ASKED THE SAME QUESTION(S) IN THE FINAL EXAM. 1. ____________ represent a special type of order taking that entitles customers to a specific unit of service. a. Suggestions b. Reservations c. Trackers d. Repossessions e. Contracts 2. Which of the following is NOT considered an example of a hospitality element? a. Greeting b. Toilets and washrooms c. Advice
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Gaps Model of Service Quality Table of Contents Executive Summary 3 Customer Gap 4 Example of Customer Gap 4 Listening Gap 5 Example of Listening Gap 6 Standard Design And Standard Gap 7 Example of Design and Standard Gap 8 Service Performance Gap 9 Example of Service Performance Gap 10 Communication Gap 11 Example of Communication Gap 12 Closing Gap 12 Diagram of Gap Model of Service Quality 13 Bibliography 14 Customers realize that the current system is not
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As employees are crucial to the service delivery‚ it is important that the organisation hires‚ trains‚ motivates their employees successfully‚ and retain these employees in order to produce a quality product/service. The Service Marketing Triangle highlights three other elements of the marketing mix. These are the internal marketing‚ the external marketing and the interactive marketing. The aspect that emphasises the employee’s role in the service delivery is the interactive marketing as this is
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THE GAP MODEL OF SERVICE QUALITY Service Quality Quality of the service is the degree of conformance of all the relevant features and characteristics of service to all the aspects of the consumers’ needs limited by the price and delivery s/he will accept. Quality can be viewed from two perspectives: Internal quality specifications based on conformance to based on customer-perceived External quality quality Importance Of Quality For Service Marketers Gain competitive
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The current issue and full text archive of this journal is available at www.emeraldinsight.com/0263-7472.htm Performance measurement in facilities management: driving innovation? Michael Pitt and Matthew Tucker School of the Built Environment‚ Liverpool John Moores University‚ Liverpool‚ UK Abstract Purpose – This paper aims to examine the state of knowledge of performance measurement in facilities management‚ in particular regarding the concepts underlying benchmarking in relation to its
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Berry LL‚ Lefkowith EF‚ Clark T (1988). In services‚ what’s in a name? Harv. Bus. Rev. 66‚ September-October: 28-30. Berry LL‚ Yadav MS (1996). Capture and communicate value in the pricing of services. Sloan Manag. Rev.‚ 41. Bitner MJ (1992). Servicescapes: the impact of physical surroundings on customers and employees. J. Mark.‚ 56(April): 57-71. Bolton RN‚ Drew JH (1991). A multistage model of consumers’ assessments of service quality and value. J. Consum. Res.‚ 17‚ March: 375-384. Boyd WL‚ Leonard
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Chapter-1: Introduction to Services Self Assessment Questions 1. The ................................. reflects the view that the intangible aspects of products are becoming the key features that differentiate the product in the marketplace. a. services marketing b. Servuction model c. service imperative d. benefit concept 2. Which of the following businesses would be characterized as a pure service? a. farming b. mining c. engineering d. there is no such thing as a pure service
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intangible offering‚ tangible elements such as medical equipment‚ patient care supplies‚ comfort items or foods‚ and a clean hospital environment are all important to be incorporated in the overall service experience. 2. The survuction model: The servicescape consists of the physical‚ visible evidence that defines the service environment. The hospital had physical elements such as official forms‚ hospital building facilities‚ hospital machines and equipment‚ and various supplies and materials provided
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fun and experience; however‚ all customers consume them at the same time. That means they are influenced by each other‚ next by LEGOLAND´s contact personnel (Service providers) and the big part of their final experience is being influenced by the servicescape – by all visible factors of Servuction model. In order to achieve the maximal possible satisfaction of customers‚ LEGOLAND® Windsor Resort uses it´s invisible organizations and systems that support all previously mentioned factors and allow them
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Carol Sullivan-Diaz‚ a young health care manager‚ finds herself responsible for running her family’s car dealership when her father‚ Walt Sullivan‚ unexpectedly passes away. As Carol analyzes the state of the dealership she is growing increasingly concerned about the poor performance of the business‚ both with regard to the sales (“front end”) and service (“back end”) departments. Carol wonders whether a turnaround is possible. Auto World has been financially deteriorating for the past 18 months
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