By setting appropriate service standards and measuring service performance, firms can attempt to close a __________ gap.

Aseniority

Bknowledge

Cstandards

Ddelivery

Ecommunication

Answer : C

Empowerment of employees helps to address the delivery gap because:

Aemployees directly involved with the customer can respond effectively at the moment the problem occurs.

Bcustomers appreciate it when everyone in the delivery chain has the same level of authority.

Cmanagement then doesn't need to devote time and energy to resolving service delivery problems.

Demployees spend less time resolving problems than managers would.

Ethe major decisions in running a business are taken by lower-level employees and not the senior management.

Answer : A

_____ refers to customers' perceptions of how well a service meets or exceeds their expectations and is often difficult for customers to evaluate.

AService intangibility

BService heterogeneity

CService quality

DService inseparability

EService perishability

Answer : C

The service quality dimension of assurance refers to:

Athe ability to perform the service dependably and accurately.

Bthe willingness to help customers and provide prompt service.

Cthe caring, individualized attention provided to customers.

Dthe knowledge of and courtesy by employees and their ability to convey trust and confidence.

Ethe appearance of physical facilities, equipment, personnel, and communication materials.

Answer : D

_____ represents the difference between what the customer really wants and what he or she will accept before going elsewhere.

AStrength of preference

BThreshold level

CService quality gap

DVoice-of-customer

EZone of tolerance

Answer : E

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