Question 1

The most important determinant of perceptions of service quality among U.S.customers is reliability.

Accepted Answer

A) True 
 B)False

Question 2

When considering customer satisfaction/dissatisfaction,the ability of the service providers to correct service delivery system failures is very important.

Accepted Answer

A) True 
 B)False

Question 3

The _____ dimension of service quality refers to the willingness to help customers and provide prompt service.

Accepted Answer

A)   Reliability
B)   Responsiveness
C)   Assurance
D)   Empathy
E)   TangiblesF) B) and D)
G) C) and E)

Question 4

When customers have been surprised by a service outcome that is much better or worse than expected,they tend to look for reasons and their assessments of the reasons can influence their satisfaction.These perceived causes of service success or failure are known as:

Accepted Answer

A)   Blame states
B)   Fairness assessments
C)   Perceived disadvantages
D)   Service advantages
E)   Service attributionsF) B) and E)
G) A) and E)

Question 5

The Walt Disney Company dress code requires male cast members with mustaches or beards to trim their facial hair to no longer than one-quarter of an inch and be well-groomed.Male cast members without mustaches and beards must be clean shaven every day.All cast members must keep their nametags visible at all times,have no visible tattoos,and be professional in appearance.The Walt Disney Company's dress code reflects the _____ dimension of service quality.

Accepted Answer

A)   Reliability
B)   Responsiveness
C)   Assurance
D)   Empathy
E)   TangiblesF) A) and E)
G) B) and C)

Exam 4: Customer Perceptions of Service

The most important determinant of perceptions of service quality among U.S.customers is reliability.

Correct Answer
verified

The _____ dimension of service quality refers to the willingness to help customers and provide prompt service.

Correct Answer
verified

When considering customer satisfaction/dissatisfaction,the ability of the service providers to correct service delivery system failures is very important.

Correct Answer
verified

When customers have been surprised by a service outcome that is much better or worse than expected,they tend to look for reasons and their assessments of the reasons can influence their satisfaction.These perceived causes of service success or failure are known as:

Correct Answer
verified

Correct Answer
verified

Exam 4: Customer Perceptions of Service

The most important determinant of perceptions of service quality among U.S.customers is reliability.

Correct AnswerverifiedShow Answer

The _____ dimension of service quality refers to the willingness to help customers and provide prompt service.

Correct AnswerverifiedShow Answer

When considering customer satisfaction/dissatisfaction,the ability of the service providers to correct service delivery system failures is very important.

Correct AnswerverifiedShow Answer

When customers have been surprised by a service outcome that is much better or worse than expected,they tend to look for reasons and their assessments of the reasons can influence their satisfaction.These perceived causes of service success or failure are known as:

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified