Designing and Managing Services - Quiz

1. Which of the following is NOT part of the service-profit chain?

Internal service quality

Employee satisfaction

Customer loyalty

Brand awareness

2. The five dimensions of SERVQUAL are

Trust, Design, Promotion, Value, Place

Responsiveness, Innovation, Cost, Delivery, Range

Reliability, Responsiveness, Assurance, Empathy, Tangibles

Quality, Price, Time, Value, Image

3. Empathy reflects

Technical skill

Advertising creativity

Low pricing

Caring and individualized attention

4. The zone of tolerance in service quality refers to

The range between desired and adequate service levels

Price flexibility range

Employee performance appraisal

5. Assurance is about

Employees’ knowledge and courtesy inspiring trust

Quickness of delivery

Physical evidence of service

Pricing fairness

6. Reliability in services means

Prompt delivery of service

Tangible appearance of staff

Personal attention to customers

Performing the promised service dependably and accurately

7. Services are best defined as

Durable products with warranties

Physical goods that can be touched

Activities or benefits offered for sale that are intangible

Perishable consumer goods

8. Interactive marketing refers to

Technology-based advertising

The service encounter between employees and customers

Communication between employees only

Business-to-business promotion

9. A service blueprint is used to

Plan promotional campaigns

Illustrate the service delivery process visually

Design packaging

Control manufacturing cost

10. The perishability of services implies that

Services can be inventoried for future demand

Services have tangible components

Services never vary in quality

Services cannot be stored for later sale

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