HSMA_C13

What is the relationship between productivity and profitability?

• They are negatively correlated

• They are unrelated

• They are inversely proportional

• They are positively correlated

Which gap in the Gaps Model refers to the difference between what the company communicates and what the customer understands?

• Gap 1: The knowledge gap

• Gap 6: The service quality gap

• Gap 2: The policy gap

• Gap 4: The communications gap

What is SERVQUAL mentioned as an example of in the text?

• A productivity improvement strategy

• A customer feedback tool

• A hard measurement system

• A soft measurement system

Which gap in the Gaps Model is related to the difference between what customers expect to receive and their perception of the service delivered?

• Gap 5: The perceptions gap

• Gap 3: The delivery gap

• Gap 6: The service quality gap

• Gap 1: The knowledge gap

What is the purpose of soft standards and measures in service quality?

• To quantify customer perceptions

• To reduce costs

• To provide guidance to employees

• To measure process activities

Which organization is mentioned as being good at listening to both customers and customer-contact employees?

• Organizations known for service excellence

• Organizations with low customer satisfaction

• Organizations focused on cost reduction

• Start-up companies

What is the difference between soft and hard service quality measures?

• Soft measures are tangible, hard measures are intangible

• Soft measures are easily observed, hard measures are difficult to observe

• Soft measures are quantitative, hard measures are qualitative

• Soft measures are customer-focused, hard measures are process-focused

Which gap in the Gaps Model is related to the difference between specified service standards and actual performance by service delivery teams?

• Gap 2: The policy gap

• Gap 3: The delivery gap

• Gap 4: The communications gap

• Gap 5: The perceptions gap

What is the general notion of the service productivity–service quality (customer satisfaction) tradeoff?

• Higher productivity leads to higher customer satisfaction

• Higher productivity leads to lower customer satisfaction

• Higher customer satisfaction leads to lower productivity

• There is no tradeoff between productivity and customer satisfaction

Which gap is McDonald's trying to avoid with this challenge shown?

• Knowledge gap

• Policy gap

• Delivery gap

• Perceptions gap