1. _________ is an attitude formed by a long-term, overall evaluation of a firm's performance.
Customer satisfaction
Negative disconfirmation
Positive disconfirmation
Service quality
Customer retention
2. __________ is a short-term, transaction specific measure.
Customer satisfaction
Focus group interviews
Noncustomer research
Service quality
Customer retention
3. Which of the following statements is correct
customer satisfaction leads to perceived service quality
service quality leads to customer satisfaction
service quality leads to increased purchasing behavior
customer satisfaction leads to increased purchasing behavior
the relationship between service quality and customer satisfaction and how these two concepts relate to purchasing behavior remains largely unexplained
4. The distance between a customer’s expectations of a service and perception of
the service actually delivered is called:
service gap
knowledge gap
standards gap
delivery gap
communication gap
5. The firm's increased research orientation and enhanced upward communication will assist the firm in decreasing which one of the following gaps
knowledge gap
standards gap
delivery gap
communications gap
confirmation gap
6. Understanding the customer is a critical step toward minimizing or completely eliminating the:
knowledge gap
standards gap
delivery gap
communications gap
confirmation gap
7. A hotel may feel that its customers prefer comfortable rooms, when, in fact, the majority of the hotel's customers spend little time in their rooms and are more interested in on-site amenities such as the pool, spa, and restaurants.This hotel is suffering from a:
knowledge gap
standards gap
delivery gap
communications gap
confirmation gap
8. As a service organization's hierarchy becomes more complex and more levels of management are added, the firm is more likely to experience a:
knowledge gap
standards gap
delivery gap
communications gap
confirmation gap
9. The difference between management perceptions of customer expectations and and standards specifying service to be delivered is called the:
knowledge gap
standards gap
delivery gap
communications gap
service gap
10. The firm's overemphasis on cost reduction and short-term profits will increase
the size of the:
knowledge gap
standards gap
delivery gap
communications gap
confirmation gap