The customers' long-term, cognitive evaluations of a firm's service delivery
100
What are three of the six types of gaps in Service Design and Delivery
Knowledge gap, Policy gap, Delivery gap, Communication gap, Perceptions gap and Service gap
100
What do planners believe is the best competitive advantage for a firm?
To learn and change faster than the competition via effective customer feedback systems.
100
What are three of the six Generic Productivity Improvement Strategies?
Carefully controlling costs at every step in the process, reducing waste of materials and labor, training employees to work more productively, providing employees with equipment and databases that enable them to work faster and /or to a higher level of quality, Broadening the variety of tasks that a service worker can perform, Installing expert systems that allow paraprofessionals to take on work previously performed by more experienced individuals earning higher salaries.
100
Who plays Annie in Bridesmaids?
Kristen Wiig
200
What are three (out of 10) dimensions of Service Quality?
Which gaps represent external gaps between the customer and organization?
Knowledge gap, Perceptions gap and Service gap
200
What are the three main categories to assess customer feedback?
Assessment and Benchmarking of Service Quality and Performance, Customer-Driven Learning and Improvements, and Creating a Customer-Oriented Service Cultur
200
What is one of the three ways to influence customers to behave in more productive ways?
Change the tming of customer demand, encourage use of lower cost service delivery channels and self-service, and ask customers to use third parties.
200
What is the item the girl wants to purchase?
A necklace that says "Best Friends Forever"
300
Which dimension of service is meant to ease the contact?
Empathy or access
300
How do you close the delivery gap?
Ensure that performance meets standards that are based on customer needs and expectations
300
What are two of the five methods/tools that measure customer service quality?
Total Market/Annual/Transactional Surveys, Service Feedback Cards, Mystery Shopping, Unsolicited Customer Feedback, and Focus Group Discussions and Service Reviews