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Exam 2: Conceptual Framework of the Book: The GAPS Model of Service Quality

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Question 21

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Give a brief generalized definition of a customer's perception of service.

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A subjective assessm...

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Question 22

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Home Design is a reasonably priced source for home decorating items like bronze bookends and silver candlesticks.Until its recent remodeling,customers who happened into the store were often disappointed because they expected the store to be a discount store.The front of the store had some masonry damage.Its parking lot needed repaving.Its store windows were stained and one was cracked.Now customers who enter the store expect to find unique decorating items because the outside of the store is so tastefully done.This change in servicescape was a way to narrow provider _____ of the gaps model of service quality.

A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4

E) A) and B)
F) B) and D)

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Question 23

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Provider gap 2 exists in service companies because of a failure of horizontal communication.

Services marketing bridges the gap between what customers expect to get and what they perceive they actually got.

Which of the following factors is NOT a factor leading to provider gap 1?

Extron Electronics sells coaxial cables for connecting computers to all types of peripheral devices like printers,modems and fax machines.For the benefit of its customers,Extron provides a laminated card with pictures of all the possible cable connections that a customer could need.With this card,a customer can order from one to any number of connectors with as many feet of cable as is needed.Orders can be placed by calling a toll-free number,sending an email,or using the company's website.Company reps are also available 24-hours a day in case the customer is not sure which drawing on the card matches his or her needs.By integrating its services marketing communications,Extron is closing provider _____ of the gaps model of service quality.

Which of the following factors does NOT lead to provider gap 4?

Service providers like insurance companies that emphasize acquiring new customers rather than retaining current customers are broadening provider _____ of the gaps model of service quality.

The Oaks at Ojai is an award-winning destination spa in California.Two thirds of The Oaks' guests are repeat visitors who return to the spa for a fun and relaxing service experience unsurpassed by other spas.The owner and staff of The Oaks are committed to delivering the best service possible.Each employee is carefully selected and trained,every event happens with precision,guest questionnaires are thoroughly reviewed,and improvements suggested by guests are implemented.By having service standards that reflect what customers expect,The Oaks at Ojai is closing provider _________ of the gaps model of service quality.

The absence of customer-defined standards will broaden provider gap 2.

Service companies can close provider gap 4 by:

Which provider gap is a company trying to narrow when it concentrates on developing a service recovery strategy?

What is provider gap 4 of the gaps model of service quality?

Historically,the Japanese have had poor dental care.As part of their beauty regimen,the Japanese do have a habit of lightening and whitening their skin.Teethart has developed "tooth manicure" salons,which allow Japanese to match their teeth coloration to their skin.Each treatment takes place in a private booth,which contains an ergonomically-designed chair,muted lights and new age-style music.The walls are painted calming shade of blues and greens.By using physical evidence to reduce anxiety,Teethart is narrowing provider _____ of the gaps model of service quality.

Hertz Car Rental has a customer loyalty program called Gold Plus Rewards that rewards members with one point per dollar spent on qualifying rentals.Free weekend rentals can be earned for as few as 500 points.By having a customer loyalty program,Hertz is using __________ marketing.

Briefly define customer expectations for a service.

The synchronizing of supply and demand will narrow provider gap 4.

The central focus of the gaps model of service quality is to close the gap between customer expectations and perceptions.

The marketing that goes on between an insurance agent and a current customer that is buying car insurance for a new teenage driver is an example of _____ marketing.

Which of the following would result in a broadening of provider gap 1?