CBMEC1 (Operations Management) Prelim

Service is the heart of _____.

• Hospitality

• Tourism

• Business

• Operation

It is an established unique resource in the financial industry. It provides you with a comparative analysis of your service offerings and differentiates you from competitors. Creating a_______ will help you with the level of service your clients will receive when they work with your firm.

• Service Gap

• Service Matrix

•   Labor Intensive

• Customization Service

It refers to a process or industry that requires a large amount of labor to produce its good or services.

• Service Gap

• Service Matrix

• Labor Intensive

• Customization Service

It refers to the need and ability to alter the service to please the individual costumer’s particular preferences.

• Service Gap

• Service Matrix

• Labor Intensive

• Customization Service

It means ability to provide what was promised dependably and accurately.

• Reliability

• Tangibility

• Credibility

• Responsiveness

It means physical facilities and equipment and the appearance of the personnel.

• Reliability

• Tangibility

• Credibility

• a.    Responsiveness

It means honesty and trustworthiness, the quality of being believed or accepted as true, real, or honest.

• Reliability        

• Tangibility

• Credibility

• Responsiveness

It means the willingness to help customers and provide prompt service.

• Reliability

• Tangibility

• Credibility

• Responsiveness

It means keeping customers informed in a language that they can understand.

• Reliability

• Tangibility

• Credibility

• Communication

This is communication that flows from one person to another in a social loop and helps in formulating service quality perceptions

• Reliability

• Tangibility

• Credibility

• Word of mouth