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Measuring and Managing Service Delivery MCQ

Which of the following is NOT a guideline for the development of comment cards according to Bartkus and colleagues?

Answer

Correct Answer: For close-ended questions, use at least three clearly labeled response points

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Which term best describes an interview that is conducted according to a set pattern, usually involves a standard set of professionally developed questions designed to gather guest perceptions of service quality?

Answer

Correct Answer: Structured interview

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Face-to-face guest interviews provide ______ information.

Answer

Correct Answer: Rich

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Which of the following is a disadvantage of service guarantees?

Answer

Correct Answer: Employees will not honor it.

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Which of the following is an advantage of a guarantee for the organization?

Answer

Correct Answer: It pinpoints exactly where the service failed.

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Which best describes an organization’s written promise to either satisfy guests or to compensate them for any failure?

Answer

Correct Answer: Service guarantee

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While valuable information can be obtained from ______, ______ should be even more aware of how well the service is being delivered.

Answer

Correct Answer: Managerial observations, employees

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Job performance standards are

Answer

Correct Answer: Performance expectations for each major duty associated with employees’ jobs

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How can the organization help ensure success?

Answer

Correct Answer: Setting job performance standards

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A primary advantage of management observation for measuring service quality is

Answer

Correct Answer: It is simple and inexpensive.

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The ______ designed to assess quality while service is being provided are intended to ensure the success of individual service experiences.

Answer

Correct Answer: Methods

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Sara is eating at “The Triangle” a new hip niche restaurant in New York City specializing in farm to table. After receiving her meal, she is unhappy because some of her food seems to be rotten. An employee comes over and asks how her dinner is, she simply replies, “All right,” but the waiter knows that something is wrong due to her look of unhappiness. The waiter immediately asks the manager to ask Sara what they can do to make her experience better. This is an example of

Answer

Correct Answer: Management by walking around

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What is considered a means of comparing what is happening against what is supposed to happen?

Answer

Correct Answer: Process strategy

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Which of the following is considered a key to creating a flawless guest experience?

Answer

Correct Answer: Know what errors are being made in the organization

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Each guest determines the quality and value of the ______.

Answer

Correct Answer: Service experience

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Structured guest interviews involving a standard set of ________ designed to gather guest perceptions of service quality.

Answer

Correct Answer: Both a & b

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_______measures customer perceptions of service quality along five dimensions: reliability, responsiveness, assurance, empathy, and tangibles.

Answer

Correct Answer: SERVQUAL

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An organization’s written promise either to satisfy guests or to compensate them for any failure to satisfy is known as _______ .

Answer

Correct Answer: Service guarantee

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Process strategies means comparing what is happening in the service experience against what is supposed to happen .

Answer

Correct Answer: True

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Mystery shoppers are a _______ who poses as a guest, methodically sampling the service and its delivery.

Answer

Correct Answer: Both possible

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Managers walk around observing the operation firsthand, looking for problems or inefficiencies, talking to guests and employees, and offering suggestions is known as ________ .

Answer

Correct Answer: Management by walking around

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Job performance standards can help ensure success by providing employees with clear and _______ expectations .

Answer

Correct Answer: Specific performance

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Guest focus groups provide in-depth information on how guests view the service they receive.

Answer

Correct Answer: True

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Which method is used for obtaining guest feedback, often in the form of a postcard, enabling guests to rate the quality of the guest experience ?

Answer

Correct Answer: Comment card

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