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Exam 4: Customer Perceptions of Service

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Question 41

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The growth of e-tailing has led to the identification of four core dimensions that consumers use to evaluate Web sites at which they experience no questions or problems.They are:

A) Efficiency,fulfillment,system availability and privacy
B) Responsiveness,reliability,assurance and empathy
C) Context,content,community and connectivity
D) Content,reliability,privacy and download speed
E) Efficiency,effectiveness,maneuverability and attractiveness

F) B) and C)
G) None of the above

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Question 42

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_____ quality refers to how a service is delivered to the customer.

A) Output
B) Interaction
C) Experiential
D) Technical outcome
E) Interactive

F) B) and D)
G) A) and B)

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Question 43

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_____ has consistently proven to be the most important determinant of service quality.

Southwest Airlines has consistently had one of the best on-time performance records in the airline industry.A critical factor in Southwest's success has been its use of second tier airports such as Midway in Chicago,Hobby in Houston,City in Detroit and Ontario in Los Angeles.These lower traffic airports allow Southwest to have a faster turnaround for its airplanes so they spend a greater percentage of their time in the air.Seventy percent of Southwest's flights have a turnaround time of 15 minutes.Southwest Airline's on-time performance reflects the _____ dimension of service quality.

When Marcus Ross arrived at the airport Enterprise Rent-A-Car to pick up a reserved SUV,he was told the agency had no such car on the lot and that it had no record of him making a reservation.The rental agency's customer service representative Gene Lowery apologized profusely and called other agencies until he located an SUV at an agency several miles away.Lowery personally drove him to the other agency,knocked 20 percent off the rental fee,handed Ross $2 to pay a toll that he would now have to pay to get to his destination and gave him a free tank of gas.Ross's experience at Enterprise is an example of which type of service encounter incident?

Because Virginia's brother died while he was cashing a check at the local bank,Virginia has always hated any type of banking.When it became necessary for her to go to the bank to empty her brother's safe deposit box,she complained the whole time about the inept service,the too-cold air conditioning and the poor parking.Virginia's customer satisfaction was adversely influenced by:

Imagine a bereaved family at a funeral home discovering dirty restrooms,a disco ball in the chapel and loud heavy metal music on the sound system.You would be correct in saying:

Which of the following statements about the American Customer Satisfaction Index (ACSI) is true?

The three themes that underlie customer evaluation of satisfying SSTs are:

Ally Bank advertises "24/7 live customer care" which means that customer can call by telephone and speak with a human being about their banking matters any time of day or night.Ally Bank customers never have to talk to a machine.With this service feature,Ally Bank is emphasizing the _________ dimension of service quality.

Allstate changed its insurance billing procedure after research revealed customers wanted flexible payment plans and billing information presented in an easy-to-read format.What type of research would Allstate most likely have used to discover how customers perceived Allstate's billing procedure?

Why are public policymakers so interested in the development of a device to measure and track customer satisfaction?

Even though it was unusual,the retailer wanted the sign painter to do reverse painting on her store windows.(Paint the glass and leave the letters clear.)The retailer felt that this would make her store stand out as a unique place to shop.She had to talk to four sign painters before she found one that was agreeable to her plan.Which service dimension were the first three sign painters lacking?

When customers feel uncertain about their ability to evaluate services with high levels of credence qualities such as banking and insurance,the ________ dimension of service quality is likely to be particularly important.

When considering customer satisfaction/dissatisfaction,the ability of the service providers to correct service delivery system failures is very important.

Research indicates that if an individual has to wait longer than eight seconds for an Internet site to download,then he or she will likely abandon plans to visit the site and move on to another site.In terms of the service quality dimensions that are used to evaluate web sites,a site that took longer than eight seconds to download would be lacking in _________.

Which of the following statements about customer satisfaction is true?

Why would a blood bank,which pays people for their blood donations and then sells this blood to hospitals,use the name Blood Assurance?

The Walt Disney Company dress code requires male cast members with mustaches or beards to trim their facial hair to no longer than one-quarter of an inch and be well-groomed.Male cast members without mustaches and beards must be clean shaven every day.All cast members must keep their nametags visible at all times,have no visible tattoos and be professional in appearance.The Walt Disney Company's dress code reflects the _____ dimension of service quality.

A service provider that wants to be perceived as empathetic should allow its employees to customize the services to meet the specific needs of each individual customer.