WorksheetsQUIZ 2- MIDTERM SM
Total questions: 10
Worksheet time: 7mins
In general service behaviors on Service encounter themes, what you don’t do in recovery?
Laugh at the customer
Downgrade
Steal from customers
Let customers dissatisfaction affect others
Which of the following refers to the customer’s judgment of overall excellence of the service provided in relation to the quality that was expected?
Product quality
Customer satisfaction
Service quality
Customer desire
In general service behaviors on Service encounter themes, what you should do in coping?
Listen, explain, let go of the customer
Anticipate needs, be attentive, provide information
Adjust the system, explain rules and policies
Lay out options, take responsibility, apologize
In an Airline industry, how do customer judge the service quality in terms of responsiveness?
Accessible, no waiting, responds to request
Prompt and speedy system ticketing, inflight baggage handling
Quick website with easy access and no down time
Returns phone calls, adapt to changes
Which of the following refers to the employee response to customer needs and request?
Spontaneity
Recovery
Coping
Adaptability
Which of the following refers to the business customers, suppliers, partners and end consumers?
Internal Customers
External Customers
Cold Customers
Warm Customers
Which of the following refers to face to face encounters?
Tone of voice and efficiency in handling customers issues for judging quality
Both verbal and non-verbal behaviors are important determinants of quality
Tangible evidence of the service for judging quality
Both A and C
The service quality assessments are formed on judgments of the following, except.
Environment quality
Interaction quality
Physical environment quality
Interaction quality
Which of the following service encounter can occur without any direct human contact?
Phone encounters
Remote encounters
Face to face encounters
None of the above
Which of the following SERVQUAL attributes describes empathy?
Maintaining error-free records
Visually appealing materials associated with the service
Prompt service to customers
Giving customers individual attention
