14087819
Descripción
Test por Lorisse Bazley, actualizado hace más de 1 año
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Creado por Lorisse Bazley
hace más de 6 años
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Pregunta 1
Pregunta
Research conducted by Xerox discovered that delighted customers were (how many more times) likely to repurchase than a merely satisfied customer?
Respuesta
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5 times
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6 times
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8 times
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10 times
Pregunta 2
Pregunta
In the gaps model of service quality, which of the following best describes GAP 3?
Respuesta
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Not knowing what customers expect
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Specifying service standards that do not accurately reflect what management believes to be customers’ expectations
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Service not living up to levels of performance that are promoted and promised by the advertising of the company
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Service performance that does not match specifications
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Discrepancies between expected service and actual service delivery
Pregunta 3
Pregunta
Which of the following statements is NOT true?
Respuesta
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Guarantees work when they promise high standards.
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Guarantees work when they promise consistency.
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Guarantees work when some form of compensations are offered.
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Guarantees are most effective when customers already have a level of trust in the organisation.
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Service guarantees are explicit promises.
Pregunta 4
Pregunta
For a few months, McDonald’s advertised a maximum waiting time of:
Respuesta
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5 minutes
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3 minutes
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1 minute
Pregunta 5
Pregunta
At which level of employee satisfaction are marketers likely to see the greatest strengthening of customer loyalty?
Respuesta
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Around the threshold between satisfaction and delight with the service
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When service improvements move customers from dissatisfied to satisfied
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When basic expectations are met
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Loyalty grows at a steady rate as satisfaction rises
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As customers enter the zone of indifference
Pregunta 6
Pregunta
Which of the following is NOT a benefit that an organisation may obtain from creating high levels of customer satisfaction?
Respuesta
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Reduced failure costs
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More affluent customers
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Increased levels of loyalty
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Lower costs for attracting new customers
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Positive word of mouth
Pregunta 7
Pregunta
Why might some customers be satisfied by organisations that offer relatively low levels of service?
Respuesta
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Because the customer had low levels of expectations
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Because of the advertising of the service organisation
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Because the price is so low
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Because of the intangibility of the service
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Because of the complexity of the service
Pregunta 8
Pregunta
Consumer expectations are ________ beliefs about ________ provisions that act as a standard or reference point for judging ________ performance.
Respuesta
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pre-purchase; specific; post-purchase
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pre-purchase; performance; post-purchase
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post-purchase; service; post-purchase
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post-purchase; service; pre-purchase
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experiential; service; post-purchase
Pregunta 9
Pregunta
Garvin (1988) has identified different perspectives of ‘quality’, which consist of the transcendent view, product-based approach and ________.
Respuesta
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user-based definition
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experience to profits model
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interaction approach
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post-purchase evaluation
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fulfilment approach
Pregunta 10
Pregunta
Which one of the following is the main difference between service quality and customer satisfaction?
Respuesta
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Perceived service quality is experience dependent and customer satisfaction is not
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Customer satisfaction is an overall evaluated measure and perceived service quality is not
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Perceived quality is service-specific whereas customer satisfaction is organisation-specific
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Perceived service quality is an overall evaluative measure and customer satisfaction is not
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Customer satisfaction has to be experience dependent whereas perceived service quality does not
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