Service Management Operations, Strategy, Information Technology 9th Edition - Test Bank

Service Management Operations, Strategy, Information Technology 9th Edition – Test Bank

 

Instant Download – Complete Test Bank With Answers

 

 

Sample Questions Are Posted Below

 

Service Management: Operations, Strategy, Information Technology, 9e (Bordoloi)

Chapter 6   Service Quality

 

1) The concept of quality service deployment is based on the belief that services should be designed to reflect customer requirements.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Achieving Service Quality

Learning Objective:  06-06 Describe the features of an unconditional service guarantee and its managerial benefits.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

2) Being meaningful and easy to invoke are important elements of a good unconditional service guarantee.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Service Recovery

Learning Objective:  06-06 Describe the features of an unconditional service guarantee and its managerial benefits.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

3) A process is said to be in control when all the variation that is noticed can be assigned to specific causes.

 

Answer:  FALSE

Difficulty: 2 Medium

Topic:  Achieving Service Quality

Learning Objective:  06-05 Construct a statistical process control chart for a service operation.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

4) The first stage or rung of the service quality ladder is cost of quality.

 

Answer:  FALSE

Difficulty: 1 Easy

Topic:  Service Recovery

Learning Objective:  06-08 Explain what service recovery is and why it’s important.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

5) The average business hears only from 10 percent of its dissatisfied customers.

 

Answer:  FALSE

Difficulty: 1 Easy

Topic:  Service Recovery

Learning Objective:  06-08 Explain what service recovery is and why it’s important.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

6) The systematic-response approach to service recovery uses a protocol to handle customer complaints.

 

Answer:  TRUE

Difficulty: 1 Easy

Topic:  Service Recovery

Learning Objective:  06-08 Explain what service recovery is and why it’s important.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

7) The term “producer’s risk” refers to the probability that a sample will indicate an acceptable quality incorrectly.

 

Answer:  FALSE

Difficulty: 2 Medium

Topic:  Achieving Service Quality

Learning Objective:  06-05 Construct a statistical process control chart for a service operation.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

8) A service guarantee becomes a service winner when it covers all aspects of the service.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Achieving Service Quality

Learning Objective:  06-05 Construct a statistical process control chart for a service operation.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

9) When customer expectations are confirmed by perceptions, service quality is considered satisfactory.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Quality Service by Design

Learning Objective:  06-04 Construct a “house of quality” as part of a quality function deployment project.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

10) According to the SERVQUAL quality assessment instrument, responsiveness is the most important dimension of service quality.

 

Answer:  FALSE

Difficulty: 2 Medium

Topic:  Measuring Service Quality

Learning Objective:  06-07 Perform a walk-through audit (WtA).

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

11) Serving complimentary drinks on a delayed flight is an example of empathy being shown by the service personnel to the irate customer.

 

Answer:  FALSE

Difficulty: 2 Medium

Topic:  Defining Service Quality

Learning Objective:  06-01 Describe and illustrate the five dimensions of service quality.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

12) In the service quality gap model, GAP 1 arises because of the management’s lack of understanding about how customers formulate their expectations.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Defining Service Quality

Learning Objective:  06-02 Use the service quality gap model to diagnose quality problems.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

13) Setting goals and standardizing service delivery tasks will help close GAP 3, the service performance gap.

 

Answer:  FALSE

Difficulty: 2 Medium

Topic:  Defining Service Quality

Learning Objective:  06-02 Use the service quality gap model to diagnose quality problems.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

14) The most important function of SERVQUAL is to keep a record of service quality trends through periodic customer surveys.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Measuring Service Quality

Learning Objective:  06-07 Perform a walk-through audit (WtA).

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

15) Managing evidence of information is the key to closing the gap between customer perception and service delivery.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Defining Service Quality

Learning Objective:  06-02 Use the service quality gap model to diagnose quality problems.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

16) Severity of failure, speed of recovery, service guarantee and perceived service quality are all factors governing service recovery expectations.

 

Answer:  FALSE

Difficulty: 1 Easy

Topic:  Service Recovery

Learning Objective:  06-08 Explain what service recovery is and why it’s important.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

17) A customer’s failure to remember the process steps is an error that falls in the preparation category.

 

Answer:  FALSE

Difficulty: 1 Easy

Topic:  Quality Service by Design

Learning Objective:  06-03 Apply poka-yoke methods to a service.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

18) Joseph M. Juran identified internal failure costs, external failure costs, detection costs, and prevention costs.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Achieving Service Quality

Learning Objective:  06-06 Describe the features of an unconditional service guarantee and its managerial benefits.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

19) Fixing service-process problems before they affect the customer could be classified as another component to the systematic-response approach.

 

Answer:  TRUE

Difficulty: 1 Easy

Topic:  Service Recovery

Learning Objective:  06-08 Explain what service recovery is and why it’s important.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

20) The walk-through audit (WtA) focuses on the effectiveness of each stage in the service delivery process.

 

Answer:  TRUE

Difficulty: 2 Medium

Topic:  Measuring Service Quality

Learning Objective:  06-07 Perform a walk-through audit (WtA).

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

21) The Club Med example illustrated the creative initiative by staff to implement a pre-recovery.

 

Answer:  FALSE

Difficulty: 2 Medium

Topic:  Defining Service Quality

Learning Objective:  06-02 Use the service quality gap model to diagnose quality problems.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

22) Which of the following dimensions of service quality is most important to customers?

1. A) Empathy.
2. B) Assurance.
3. C) Reliability.
4. D) Tangibles.

 

Answer:  C

Difficulty: 1 Easy

Topic:  Defining Service Quality

Learning Objective:  06-01 Describe and illustrate the five dimensions of service quality.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

23) Which of the following is not an advantage of offering a service guarantee?

1. A) It acts as a mechanism to differentiate the firm from its competitors.
2. B) It advertises the firm’s commitment to quality.
3. C) It allows employees to interpret broadly the firm’s service standards.
4. D) It acts as a means of receiving feedback from customers.

 

Answer:  C

Difficulty: 2 Medium

Topic:  Service Recovery

Learning Objective:  06-06 Describe the features of an unconditional service guarantee and its managerial benefits.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

24) Which of the following is a poka-yoke method?

1. A) Adopting a checklist to help an employee avoid making a mistake.
2. B) Designing a service to reflect the customers’ needs and requirements.
3. C) Designing a service in a robust manner that can withstand abuse by customers.
4. D) Comparing a firm’s quality performance to the performance of others that are considered “best in class.”

 

Answer:  A

Difficulty: 1 Easy

Topic:  Quality Service by Design

Learning Objective:  06-03 Apply poka-yoke methods to a service.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

25) Which one of the following is not an approach to service recovery?

1. A) Case-by-case.
2. B) Systematic-response.
3. C) Unconditional guarantee.
4. D) Early intervention.

 

Answer:  C

Difficulty: 1 Easy

Topic:  Service Recovery

Learning Objective:  06-08 Explain what service recovery is and why it’s important.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

26) The costs of quality for services include all of the following except ________.

1. A) failure costs
2. B) prevention costs
3. C) control costs
4. D) detection costs

 

Answer:  C

Difficulty: 2 Medium

Topic:  Achieving Service Quality

Learning Objective:  06-06 Describe the features of an unconditional service guarantee and its managerial benefits.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

27) A gap in service quality is not the difference between ________.

1. A) customer expectations and management’s perceptions of customer expectations
2. B) the service delivery and the results that are communicated externally to the customer
3. C) customer expectations and management’s perception of the delivered service
4. D) the perceptions of the delivered service that are translated into service quality specifications and the actual service delivery

 

Answer:  C

Difficulty: 2 Medium

Topic:  Defining Service Quality

Learning Objective:  06-02 Use the service quality gap model to diagnose quality problems.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

28) Which one of the following is not an example of detection costs?

1. A) Rework.
2. B) Collecting quality data.
3. C) Process control.
4. D) Periodic inspection.

 

Answer:  A

Difficulty: 2 Medium

Topic:  Achieving Service Quality

Learning Objective:  06-06 Describe the features of an unconditional service guarantee and its managerial benefits.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

29) Which of the following is not considered effective in achieving and maintaining service quality?

1. A) Encouraging service providers to be highly visible in dealing with customers.
2. B) Establishing peer groups among service providers to foster teamwork and a sense of pride.
3. C) Installing a system of incentives that emphasizes quality.
4. D) Increasing supervision of service providers.

 

Answer:  D

Difficulty: 2 Medium

Topic:  Achieving Service Quality

Learning Objective:  06-06 Describe the features of an unconditional service guarantee and its managerial benefits.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

 

30) Which of the following is not part of a good service guarantee?

1. A) It is unconditional.
2. B) It is easy for the customer to understand.
3. C) It is meaningful to the customer.
4. D) It is difficult for the customer to invoke.

 

Answer:  D

Difficulty: 2 Medium

Topic:  Achieving Service Quality

Learning Objective:  06-06 Describe the features of an unconditional service guarantee and its managerial benefits.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

31) All of the following are examples of “detection costs” of quality except ________.

1. A) quality planning
2. B) periodic inspection
3. C) process control
4. D) collecting quality data

 

Answer:  A

Difficulty: 2 Medium

Topic:  Achieving Service Quality

Learning Objective:  06-06 Describe the features of an unconditional service guarantee and its managerial benefits.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

32) Which quadrant in the matrix below represents attributes of a good service guarantee?

 

 

1. A) (a)
2. B) (b)
3. C) (c)
4. D) (d)

 

Answer:  C

Difficulty: 2 Medium

Topic:  Achieving Service Quality

Learning Objective:  06-06 Describe the features of an unconditional service guarantee and its managerial benefits.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

33) Which of the following is a strategy for closing the gap between customer expectations and management perceptions of customer’s expectations (GAP 1)?

1. A) Standardization of service delivery.
2. B) Improved market research.
3. C) Employee empowerment.
4. D) Investment in training.

 

Answer:  B

Difficulty: 1 Easy

Topic:  Defining Service Quality

Learning Objective:  06-02 Use the service quality gap model to diagnose quality problems.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

34) Which of the following statements is not true concerning a service guarantee?

1. A) A well designed and implemented service guarantee can help a firm gain control over its operation.
2. B) Fear of customer cheating inhibits some mangers from adopting a service guarantee.
3. C) Managers are likely to worry about the costs of a service guarantee, but for the wrong reasons.
4. D) Managers who seek control over the financial consequences of a service guarantee should require customers to meet various conditions.

 

Answer:  D

Difficulty: 2 Medium

Topic:  Achieving Service Quality

Learning Objective:  06-06 Describe the features of an unconditional service guarantee and its managerial benefits.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

35) There are five dimensions that customers use to judge service quality. The willingness to help customers and to provide prompt service is ________.

1. A) assurance
2. B) empathy
3. C) reliability
4. D) responsiveness

 

Answer:  D

Difficulty: 1 Easy

Topic:  Defining Service Quality

Learning Objective:  06-01 Describe and illustrate the five dimensions of service quality.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

36) Shigeo Shingo is credited with which of the following quality ideas?

1. A) Robustness.
2. B) Quality is free.
3. C) Poka-yoke.
4. D) Quality function deployment.

 

Answer:  C

Difficulty: 1 Easy

Topic:  Quality Service by Design

Learning Objective:  06-03 Apply poka-yoke methods to a service.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

 

37) When a process appears to be functioning properly when, in fact, it is out of control, the type of error and injured party are identified as ________.

1. A) Type I error and producer’s risk
2. B) Type II error and consumer’s risk
3. C) Type I error and consumer’s risk
4. D) Type II error and producer’s risk

 

Answer:  B

Difficulty: 2 Medium

Topic:  Achieving Service Quality

Learning Objective:  06-05 Construct a statistical process control chart for a service operation.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

38) The difference between a customer’s ________ of a service and the ________ of the service delivered is called GAP 5.

1. A) perceptions; perceptions
2. B) perceptions; expectations
3. C) expectations; perceptions
4. D) expectations; expectations

 

Answer:  C

Difficulty: 1 Easy

Topic:  Defining Service Quality

Learning Objective:  06-02 Use the service quality gap model to diagnose quality problems.

Bloom’s:  Remember

AACSB:  Communication

Accessibility:  Keyboard Navigation

39) Which of the following is not a reason that a service guarantee works?

1. A) Encourages individual employees to set their own standards.
2. B) Generates reliable data on poor performance.
3. C) Builds customer loyalty.
4. D) Forces a firm to identify failure points.

 

Answer:  A

Difficulty: 2 Medium

Topic:  Achieving Service Quality

Learning Objective:  06-06 Describe the features of an unconditional service guarantee and its managerial benefits.

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

 

 

40) Which of the following is not true of a Customer Satisfaction Survey?

1. A) Survey can be completed at customer convenience.
2. B) Survey usually is conducted by operations personnel.
3. C) Primary focus of survey is on overall impression of service.
4. D) Survey is designed around common service dimensions.

 

Answer:  B

Difficulty: 2 Medium

Topic:  Measuring Service Quality

Learning Objective:  06-07 Perform a walk-through audit (WtA).

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

 

41) Which of the following is not possible using SERVQUAL?

1. A) Record customer expectations.
2. B) Track service quality trends.
3. C) Measure the quality of competitors.
4. D) Identify dimensions of service quality.

 

Answer:  D

Difficulty: 2 Medium

Topic:  Measuring Service Quality

Learning Objective:  06-07 Perform a walk-through audit (WtA).

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation

42) Which of the following is not true of a walk-through audit (WtA)?

1. A) Focuses on five dimensions of service package.
2. B) Emphasis is on evaluation of each stage of service delivery.
3. C) Survey is completed at customer convenience.
4. D) Survey usually conducted by operations personnel.

 

Answer:  C

Difficulty: 2 Medium

Topic:  Measuring Service Quality

Learning Objective:  06-07 Perform a walk-through audit (WtA).

Bloom’s:  Understand

AACSB:  Communication

Accessibility:  Keyboard Navigation