H313CLOCA - PRELIM QUIZ 1 - THMN08H

Which of the following is NOT a characteristic of services? 

• Intangibility

• Tangibility

• Heterogeneity

• Perishability

What is the primary purpose of the SERVQUAL survey?

• To measure employee performance 

• To inspect goods before delivery 

• To evaluate physical product quality 

• To assess service quality based on customer expectations 

Walter Shewhart's contributions to quality management primarily involve: 

• Customer satisfaction surveys 

• Employee training 

• Statistical control methods 

• Post-production inspections 

Quality is a static concept that does not change over time.

• True

• False

Joseph Juran defined quality as "fitness for use," highlighting the variability in how quality is perceived.

• True

• False

The customer perspective on quality is based on the provider’s adherence to internal performance standards.

• True

• False

Which of the following is an example of a service?

• A hotel stay 

• A book 

• A smartphone

• A souvenir 

Joseph Juran’s concept of the ‘Juran Trilogy’ emphasizes:

• Inspection, correction, and rejection 

• Customer satisfaction, product quality, and service excellence 

• Short-term profits, market share, and employee training 

• Planning, controlling, and improving quality 

Which dimension of service quality does "responsiveness" refer to in the SERVQUAL model?

• The willingness to help customers and provide prompt service 

• The ability to perform the promised service dependably and accurately 

• The appearance of physical facilities 

• The knowledge and courtesy of employees and their ability to inspire trust 

What is an example of a product that does not possess the characteristic of perishability?

• A hotel room 

• A flight 

• A travel guidebook 

•    A guided tour