SOLVED

41) Which of the following is an instrument to measure consumers’ perceptions of service quality? A) total quality management (TQM) B) capacity management C) credence management D) SERVQUAL E) the service continuum 42) Tangibles, reliability, responsiveness, assurance, and empathy are the five dimensions of service quality used in which of the following? A) total quality management (TQM) B) SERVQUAL C) gap analysis D) the critical incident technique E) the market fulfillment approach 43) Which of the following is NOT true about the SERVQUAL scale? A) SERVQUAL is not used in connection with gap analysis. B) The SERVQUAL scale is usually administered in a survey format. C) Firms often track SERVQUAL scores over time to measure how their service quality has improved. D) SERVQUAL measures five dimensions of service quality. E) The SERVQUAL scale remains a popular tool for measuring customer perception of service quality. 44) When using the SERVQUAL scale, a store focused on employee willingness to help customers and provide prompt service would likely pay the most attention to the results in the ________ dimension. A) creativity B) empathy C) assurance D) responsiveness E) reliability 45) Karen likes using the SERVQUAL scale to measure her clients’ perception of the quality of her hair styling salon because it includes assessing ________, which involves the physical facilities and equipment and professional appearance of the stylists. These aspects are very important for the comfort of her clients. A) tangibles B) reliability C) responsiveness D) assurance E) empathy 46) Tony, a vice president of the St. Louis One Gateway Credit Union, decided to measure the customers’ perceptions of the service quality of the Credit Union. He chose to use the SERVQUAL scale because it included the ________ component, which involves the knowledge and courtesy of employees, as well as their ability to convey trust and confidence. A) empathy B) responsiveness C) assurance D) reliability E) creativity 47) The president of a fast growing company that manages retirement communities states that the degree of caring and individual attention the residents receive is the most important component of service quality for his company. The president would be most likely to focus on the results in which of the following dimensions of the SERVQUAL scale? A) creativity B) reliability C) responsiveness D) assurance E) empathy 48) Which of the following is used to measure the difference between a customer’s expectations of service quality and what actually occurred? A) break-even analysis B) SERVQUAL C) the critical incident technique D) gap analysis E) SWOT analysis 49) Which of the following is NOT a potential major gap in a gap analysis? A) the gap between established quality standards and service delivery B) the gap between expected service and actual service C) the gap between consumers’ personal needs and expected service D) the gap between consumers’ expectations and management’s perceptions of those expectations E) the gap between service quality standards and consumers’ expectations 50) A bank closing one of its branch locations at midday to balance transactions because it is efficient for the bank, even though it is not convenient for customers who want to do their banking during the lunch hour, is an example of a gap between ________. A) established quality standards and service delivery B) expected service and perceived service C) consumers’ expectations and management’s perceptions D) management’s perception and quality standards set by the firm E) service quality standards and consumers’ perceptions