OPMAN FINAL EXAM

It is the least expensive and least complex service evaluation technique.

• servqual

• comment cards

• toll-free 800 customer service

• survey mailed to guest

It is extensively researched to validate its psychometric properties.

• servqual

• comment cards

• survey mailed to guest

• survey mailed to guest in focus groups

It is defined as any primary or complementary activity that does not directly produce a physical product.

• service

• quality in service

• rater

• tangibles

What measurement of quality where organization’s ability to perform the

desired service dependably, accurately, and consistently?

• reliability

• assurance

• empathy

• responsiveness

It the useful method for assessing the service encounter.

• mystery shoppers

• telephone interviews

• survey method

• comment cards

What programs or techniques typically involve a structured interview or survey technique through which employees gather customers’ perceptions of service delivery or product?

• focus groups

• personal interviews

• employee feedback

• mystery shoppers

What measurement of quality where it is a willingness to provide prompt service and help customers?

• responsiveness

• assurance

• tangibles

• rater

It gathers in-depth information on how customers view the service encounter.

• employee feedback

• comment cards

• personal interviews

• focus groups

It is where the guest face-to-face interviews provide rich information when trained interviewers that enables to detect of nuances in responses to open-ended questions.

• shoppers report

• telephone interviews

• employees feedback

• personal interviews

It provides management with an objective snapshot of the service experience.

• comment cards

• focus groups

• mystery shoppers

• personal interviews