Which of the determinants of service quality involves performing the service right the first time? O access Oresponsiveness O reliability Ocourtesy O credibility
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Q: service quality
A: SERVICE QUALTIY
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- As a determinant of service quality, reliability refers to a. the ability to perform the promised service consistently, dependably, and accurately. b. the useful life of the product or service. c. service after sale. d. the ability of service provider to convey trust and confidence. e. the willingness and/or readiness to provide service.Provide relevant examples using one business organization of the (5) components of service quality. Please help tangibility reliability assurance responsiveness empathyWhich of the following is not one of the dimensions of service quality?Reliability a. Responsibility b. Assurance c. Empathy d. All of these are dimensions of service quality.
- In evaluating the quality of a service, Nick noticed the staff was very knowledgeable and were able to explain all of the options clearly. This evaluation is based on the _____ component of service quality. A.empathy B.reliability C.assurance D.responsivenessWhich is not one of the dimentions of service quality? Intangibility empathy assurance reliabilityWhen it is stated that a service driven company should redefine what the service should be, what is being suggested? Select one: a. The customer doesn't know what they want (size, weight, cost, etc.) b. The customer doesn't know how to ask for service improvement (cost, features, reliability, etc.) c. The customer may really want subtle features (fairness, features, information, etc.) d. The customer may really need some form of discount (less money, more service, or both)
- Nadia Algar is the overworked IT resource person for herdepartment. In the next round of computer purchases, sheis determined to recommend a vendor who does a betterjob of documenting possible errors in the system andwhose customer service line is more responsive to theneeds of her colleagues. Nadia compiled the followingdata over an eight-week observation period. Assuming40 hours per week, which computer vendor should Nadiapursue?System service In the service encounter triad, what is the trade-off between the customer and the service organization?Select one: a. Satisfaction versus length b. Service delivery c. Lenght versus quality d. Effciency versus autonomy e. Efficiency versus satisfaction Why is measuring service quality a challenge?NOTE: This question has 2 answers, you should choose 2 answers NOT 1.Select one or more: a. Different customers may rate the service differently. b. Service may have an impact on future quality of life (Ex:healthcare) c. Customer satisfaction is determined by many intangible factors d. Customer satisfaction is determied mainly by price The process of creating value online is called what?Select one: a. Virtual value chain b. None c. online value chain d. Market space e. value chainThink back to an experience you have had with poor customer service from an organization. Whom did you blame for it? Do you know anything about the design of the organization involved? Do you think it was the fault of the individual(s) involded or could the problem have resulted from a poorly designed system? Would you have learned in this chapter change your reation to receiving poor quality service? How?
- Reliability can be considered a dimension of either product or service quality. Select one: O a. TRUE O b. FALSETrue or False: Most importantly, the Internet has empowered customers by letting them vent their rage about bad service—or reward good service—and send their comments around the world with a mouse click. Although a person who has a good customer experience is more likely to talk about it, someone who has a bad experience will talk to less people. The reality is that customers do not merely purchase and use a service; they play an active role in its delivery. Their words and actions affect the quality of their service experiences and those of others, and the productivity of frontline employees. Moreover, one study estimated that one-third of all service problems are caused by the customer. The growing shift to self-service technologies will likely decrease this percentage.E xplain the importance of timeliness in meeting customer expectations of service quality.