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Exam 10: Building Customer Loyalty Through Service Quality

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Question 31

Multiple Choice

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Of the connections between the customer and service provider,the __________ link represents those aspects of the service encounter that affect the customer's degree of loyalty to the service provider.

A) service delivery
B) customer satisfaction
C) customer-provider
D) Each of these represents those aspects of the service encounter that affect the customer's degree of loyalty to the service provider.
E) None of these represents those aspects of the service encounter that affect the customer's degree of loyalty to the service provider.

F) C) and D)
G) A) and C)

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Question 32

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In general,customers who are satisfied with a service organization's products do not necessarily form strong relations with the service organization itself.

A) True
B) False

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Question 33

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During a meeting of top management,the discussion turned to how customers evaluate products.One manager,who has several years of experience marketing physical goods,claimed that customers evaluate services in the same way that they evaluate physical goods.How would you respond to this manager? Explain your answer.

When deciding on a service guarantee,an organization must decide on the guarantee's

COMPLETION QUESTIONS Customer Loyalty Customer Delight Perceived Service Quality Service Delivery Link Customer Satisfaction Link Customer-Provider Link Search Experience Credence SERVQUAL Zone of Tolerance Service Guarantee -_______________ is a key determinant if any organization's ability to sustain long-term profitability.

COMPLETION QUESTIONS Customer Loyalty Customer Delight Perceived Service Quality Service Delivery Link Customer Satisfaction Link Customer-Provider Link Search Experience Credence SERVQUAL Zone of Tolerance Service Guarantee -__________ characteristics are attributes that can be evaluated only during or after consumption.

Which is NOT a major service quality gap that contributes to customer dissatisfaction with the service?

The value of the customer to the service organization has been referred to as customer equity.

A service guarantee should be viewed as a vehicle to improve service quality.

Customer delight occurs when customer expectations are significantly exceeded.

Service guarantees are ways to reduce customer's perceived risk with the service.

The key to customer loyalty is to create and deliver superior quality and customer experience.

The _____________ award for quality was instituted in the United States and became a hallmark of excellence.

Customers tend to evaluate physical goods and services in the same way.

Loyal customers are cheaper to serve.

Service organizations that use customer relationship management (CRM)systems recognize the importance of attracting and retaining profitable customers for the long-term.

COMPLETION QUESTIONS Customer Loyalty Customer Delight Perceived Service Quality Service Delivery Link Customer Satisfaction Link Customer-Provider Link Search Experience Credence SERVQUAL Zone of Tolerance Service Guarantee -__________ characteristics are attributes that are difficult to evaluate even after consumption of a service has occurred.

When compared to physical goods,services tend to be higher in

A local service provider decided that it wanted to design an effective guarantee for its services.However,the firm had no idea of how to develop one,and you were hired to help the firm.What are your recommendations for designing an effective service guarantee?

It is in a service organization's best interest to understand and accommodate customers' zones of tolerance.