Quiz on Service Excellence and Leadership

What does service excellence primarily focus on?

• Employee engagement

• Cost reduction

• Meeting or exceeding customer expectations

• Market expansion

Which of the following is NOT a dimension of service quality according to the SERVQUAL model?

• Empathy

• Profitability

• Assurance

• Reliability

What is a key characteristic of first-class firms in service leadership?

• Traditional service models

• Ignoring customer feedback

• Proactive customer engagement

• Lack of innovation

Which tool is used to identify the root causes of service quality issues?

• Pareto Analysis

• Fishbone Diagram

• Blueprinting

• Customer Feedback

What is the primary goal of effective leadership in an organization?

• Increasing market share

• Reducing costs

• Guiding and inspiring employees

• Maximizing profits

Which of the following is a soft standard for measuring service quality?

• Customer experience

• Accuracy

• Completion rates

• Response time

What does continuous improvement in service excellence involve?

• Regularly evaluating customer feedback

• Ignoring customer feedback

• Standardizing all services

• Focusing solely on profits

Which strategy is NOT mentioned for improving service productivity?

• Technology integration

• Increasing prices

• Staff training and development

• Process optimization

What is the purpose of customer feedback in a business?

• To increase operational costs

• To reduce employee engagement

• To understand customer experiences

• To limit service options

What does the acronym RATER stand for in service quality dimensions?

• Reputation, Assurance, Trust, Efficiency, Reliability

• Reliability, Adaptability, Trust, Efficiency, Responsiveness

• Reliability, Assurance, Tangibles, Empathy, Responsiveness

• Responsiveness, Assurance, Trust, Empathy, Reliability