Research conducted by Xerox discovered that delighted customers were (how many more times) likely to repurchase than a merely satisfied customer?
5 times
6 times
8 times
10 times
In the gaps model of service quality, which of the following best describes GAP 3?
Not knowing what customers expect
Specifying service standards that do not accurately reflect what management believes to be customers’ expectations
Service not living up to levels of performance that are promoted and promised by the advertising of the company
Service performance that does not match specifications
Discrepancies between expected service and actual service delivery
Which of the following statements is NOT true?
Guarantees work when they promise high standards.
Guarantees work when they promise consistency.
Guarantees work when some form of compensations are offered.
Guarantees are most effective when customers already have a level of trust in the organisation.
Service guarantees are explicit promises.
For a few months, McDonald’s advertised a maximum waiting time of:
5 minutes
3 minutes
1 minute
At which level of employee satisfaction are marketers likely to see the greatest strengthening of customer loyalty?
Around the threshold between satisfaction and delight with the service
When service improvements move customers from dissatisfied to satisfied
When basic expectations are met
Loyalty grows at a steady rate as satisfaction rises
As customers enter the zone of indifference
Which of the following is NOT a benefit that an organisation may obtain from creating high levels of customer satisfaction?
Reduced failure costs
More affluent customers
Increased levels of loyalty
Lower costs for attracting new customers
Positive word of mouth
Why might some customers be satisfied by organisations that offer relatively low levels of service?
Because the customer had low levels of expectations
Because of the advertising of the service organisation
Because the price is so low
Because of the intangibility of the service
Because of the complexity of the service
Consumer expectations are ________ beliefs about ________ provisions that act as a standard or reference point for judging ________ performance.
pre-purchase; specific; post-purchase
pre-purchase; performance; post-purchase
post-purchase; service; post-purchase
post-purchase; service; pre-purchase
experiential; service; post-purchase
Garvin (1988) has identified different perspectives of ‘quality’, which consist of the transcendent view, product-based approach and ________.
user-based definition
experience to profits model
interaction approach
post-purchase evaluation
fulfilment approach
Which one of the following is the main difference between service quality and customer satisfaction?
Perceived service quality is experience dependent and customer satisfaction is not
Customer satisfaction is an overall evaluated measure and perceived service quality is not
Perceived quality is service-specific whereas customer satisfaction is organisation-specific
Perceived service quality is an overall evaluative measure and customer satisfaction is not
Customer satisfaction has to be experience dependent whereas perceived service quality does not
