54) The gap refers to the differences between ________.
A) corrective action and preventive action
B) service quality and product quality
C) empowered employees and employees managed by a hierarchy
D) accurate quality projections and inaccurate quality projections
E) desired levels of performance and actual levels of performance
55) The SERVQUAL instrument was developed by ________.
A) Juran, Deming, and Shewhart
B) Ishikawa and Taguchi
C) Hammer and Champy
D) Parasuraman, Zeithamel, and Berry
E) Feigenbaum, Crosby, and Peters
56) Which of the following determinants of service quality involves consistency of performance
and dependability?
A) reliability
B) responsiveness
C) competence
D) access
E) credibility
57) Which of the following determinants of service quality concerns the willingness or readiness
of employees to provide service?
A) reliability
B) responsiveness
C) competence
D) credibility
E) courtesy
58) Which of the following determinants of service quality means possession of the required
skills and knowledge to perform the service?
A) reliability
B) responsiveness
C) competence
D) access
E) credibility
59) Which of the following determinants of service quality involves approachability and ease of
contact?
A) reliability
B) responsiveness
C) competence
D) access
E) courtesy
60) Which of the following determinants of service quality involves politeness, respect,
consideration, and friendliness of contact personnel?
A) reliability
B) responsiveness
C) competence
D) credibility
E) courtesy
61) Which of the following determinants of service quality involves trustworthiness,
believability, honesty, and having the customer’s best interests at heart?
A) reliability
B) responsiveness
C) competence
D) credibility
E) courtesy
62) Which of the following determinants include the physical evidence of the service?
A) tangibles
B) aesthetics
C) features
D) intangibles
E) logistics
63) What does segmenting markets involve?
A) distinguishing expected service and perceived service
B) distinguishing customers according to common characteristics
C) analyzing the management perceptions of consumer expectations
D) distinguishing service quality specs and service delivery
E) analyzing the external methods to communicate with customers
64) The Gap refers to the differences between desired levels of performance and actual levels of
performance.
65) The reliability determinant of service quality concerns the willingness or readiness of
employees to provide service.
66) The competence determinant of service quality means possession of the required skills and
knowledge to perform the service.
67) The determinant of service quality pertaining to tangibles encompasses the physical evidence
of the service.
68) To segment markets means to distinguish customers or markets according to common
characteristics.
69) What is gap analysis?
70) Explain the ten determinants of service quality contributed by Parasuraman, Zeithamel, and
Berry.
71) Gathering data through focus groups and surveys is an example of a(n) ________ data
gathering.
A) active
B) open
C) rational
D) passive
E) closed
72) Gathering data through customer comment cards is an example of a(n) ________ data
gathering.
A) active
B) open
C) rational
D) passive
E) closed
73) ________ includes all supplier-initiated contact with customers.
A) Customer-relationship management
B) Supplier rationalization
C) Single sourcing
D) Customer segmentation
E) Actively solicited customer feedback
74) Phone contacts, focus groups, and survey results are referred to as ________ data.
A) hard
B) soft
C) active
D) passive
E) rational
75) Measurement data such as height, weight, volume, and speed are referred to as ________
data.
A) active
B) passive
C) rational
D) soft
E) hard
76) ________ data are ranked so that one measure is higher than the next.
A) Active
B) Discrete
C) Continuous
D) Ordinal
E) Passive
77) ________ data is used to compare employee and customer perceptions of quality.
A) Hard
B) Soft
C) Active
D) Passive
E) Rational
78) A(n) ________ group allows a supplier to gather feedback from a group of consumers at one
time.
A) access
B) focus
C) service
D) ordinal
E) discussion
79) What is the first step in performing a focus group session?
A) develop questions
B) narrow scope of questions
C) identify purpose
D) select target population
E) run multiple groups
80) A(n) ________ consists of a series of items designed to capture perceptions.
A) survey
B) focus group
C) ordinal data system
D) passive data gathering
E) active data gathering
81) The ________ approach involves obtaining information from customers about the process
they use to receive goods and services.
A) focus group
B) vendor managed inventory
C) knowledge management
D) critical-incident
E) customer-relationship management
82) ________ validity refers to the use of certain terms and whether terms really measure what it
is we want to measure.
A) Criterion
B) Conformance
C) Content
D) Control
E) Construct
83) ________ validity indicates that your measuring instrument has the ability to predict or agree
with constructs external to that which you are measuring.
A) Criterion
B) Conformance
C) Content
D) Control
E) Construct
84) ________ validity refers to whether the item really measures what we want to measure.
A) Construct
B) Control
C) Criterion
D) Conformance
E) Content
85) When analyzing the results of a survey, open-ended questions are analyzed with Pareto
analysis using ________ of the various categories of responses.
A) means
B) numerical responses
C) bar charts
D) simple correlations
E) histograms
86) If survey responses are consistent but they are not measuring the right thing, the instrument
is reliable but it is not valid.
87) A continuum of “strongly disagree-disagree-neutral-agree-strongly agree” on a five-point
scale is an example of relatively ranked ordinal data points.
88) Gathering data through focus groups and surveys are examples of passive data gathering.
89) Actively solicited customer feedback includes all supplier-initiated contact with customers.
90) Phone contacts and focus groups are referred to as hard data.
91) Soft data are measurement data such as height, weight, volume, or speed that can be
measured on a continuous scale.
92) Ordinal data are ranked so one measure is higher than the next.
93) A focus group allows a supplier to gather feedback from a group of consumers at one time.
94) Focus groups draw individuals with similar characteristics or demographics.
95) Criterion validity refers to whether the item really measures what we want to measure.
96) Construct validity indicates that your measuring instrument has the ability to predict or agree
with constructs external to that which you are measuring.
97) When analyzing the results of a survey, open-ended questions are analyzed with Pareto
analysis using bar charts of the various categories of responses.
98) Differentiate between soft data and hard data.
99) What is the function of a focus group?
100) Differentiate between construct validity and content validity.