
Quiz on Service Excellence and Leadership
Authored by Maida Gabarda
Other
University
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30 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What does service excellence primarily focus on?
Employee engagement
Cost reduction
Meeting or exceeding customer expectations
Market expansion
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is NOT a dimension of service quality according to the SERVQUAL model?
Empathy
Profitability
Assurance
Reliability
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is a key characteristic of first-class firms in service leadership?
Traditional service models
Ignoring customer feedback
Proactive customer engagement
Lack of innovation
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which tool is used to identify the root causes of service quality issues?
Pareto Analysis
Fishbone Diagram
Blueprinting
Customer Feedback
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the primary goal of effective leadership in an organization?
Increasing market share
Reducing costs
Guiding and inspiring employees
Maximizing profits
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is a soft standard for measuring service quality?
Customer experience
Accuracy
Completion rates
Response time
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What does continuous improvement in service excellence involve?
Regularly evaluating customer feedback
Ignoring customer feedback
Standardizing all services
Focusing solely on profits
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