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Exam 2: Conceptual Framework of the Book: the Gaps Model of Service Quality

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Question 1

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

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B) False

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True

Question 2

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What is the key to closing the customer gap?

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Close provider gaps ...

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Telepizza S.A.is a Spanish pizza restaurant chain that offers children membership in its magic club.The magic club gives its members small prizes,usually simple magic tricks,with each order their parents place.Telpizza's use of a frequency marketing program has allowed it to narrow provider _____ of the gaps model of service quality.

Jiffy Lube,a franchiser of 10-minute oil and lubrication services,has been plagued by a lack of consistency across franchise outlets.The lack of consistency has resulted from Jiffy Lube's failure to require franchisees to adhere to common service standards as it rapidly expanded its franchise business across the U.S.Jiffy Lube's failure to require franchisees to adhere to common service standards has led to provider _____ of the gaps model of service quality.

The central focus of the gaps model of service quality is the:

Telepizza S.A.is a Spanish pizza restaurant chain that offers children membership in its magic club.The magic club gives its members small prizes,usually simple magic tricks,with each order their parents place.Telepizza has 65 percent of the Spanish market as a result of using _____ marketing.

Improved upward communication can be used to narrow provider gap 1.

Deficiencies in human resources management policies will broaden provider gap 3.

What is provider gap 4 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.

The New York Palace,an upscale hotel in New York City,synchronizes demand and hotel capacity by offering an attractively priced weekend package during the fall when demand for its rooms slows down.In addition to having a luxury-filled weekend at the New York Palace for $219 per night,guests enjoy very select privileges from Saks Fifth Avenue.Its weekend package provides a personal shopping coordinator,complimentary gift wrap and package delivery to the hotel,individual beauty consultation and a 10 percent Saks discount.The New York Palace's weekend package closes provider ____ of the gaps model of service quality.

The owner of a small but growing business,Terry Franklin was becoming overwhelmed with requests from his outside customer service representatives for decisions about solutions to customer problems.Noting the mountain of his own work that was piling up,he instituted a policy change and informed the representatives."Keep the customers happy," he said."If it's a problem that takes less than $100.00 to fix,there's no need to call me.Use your judgment and go ahead and fix it." Terry Franklin is using empowerment to narrow provider __________ of the gaps model of service quality.

The Ritz-Carlton Hotel trains each employee to note the likes and dislikes of regular customers and record this information into a computerized guest history profile that provides information on the preferences of 240,000 repeat Ritz-Carlton customers.Through the use of this customer database,the Ritz-Carlton is able to provide more personalized service to its guests.If,for example,a guest prefers a feather pillow or always orders a glass of sherry before retiring,this information can be entered in the database and these needs can be anticipated and met.By providing more personalized service,the Ritz-Carlton is narrowing provider _____ of the gaps model of service quality.

Which of the following is NOT a source of customer expectations?

Which of the following factors leads to provider gap 2?

In order to get an accurate cholesterol reading,an individual must fast for at least eight hours before the test.When you schedule a cholesterol test at your doctor's office,you will receive a brochure that will explain the fasting and why it is so very necessary.Providing this sort of educational literature to patients is one way doctors try to narrow provider _____ of the gaps model of service quality.

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

Provider _____ is the discrepancy between the development of customer-driven service standards and actual service performance by company employees.

The _____ gap is the difference between customer expectations and perceptions.

Ad puffery such as "The Best Pizza in the State" could lead to provider gap 4.