Quiz 7

Question 1

Which is true of production of services?

Answer 1

Customers are more involved in production of services than in production of goods.

Question 2

Liability for service providers is

Answer 2

related to malpractice.

Question 3

One of the reasons that the SERVQUAL tool is used by many firms is that SERVQUAL

Answer 3

has been shown to be valid and reliable even when applied to diverse types of service entities.

Question 4

Which correctly describes the SERVQUAL items and dimensions?

Answer 4

Tangibles – Employees will be neat-appearing.

Question 5

Services blueprinting is a tool to help with brainstorming activities that lead to customer service improvement. Which is true about services blueprinting?

Answer 5

Standard times should be established for each step in the blueprinted process.

Question 6

“Moments of truth” in service blueprinting

Answer 6

can occur at various stages of the product life cycle

can happen face-to-face, over the telephone, through a machine, or through the mail.

are the fail points identified in a service blueprint.

Question 7

An example(s) of poka-yokes(fail-safe measures) is/are:

Answer 7

Premeasured cooking ingredients

Parts that can only fit together in the proper way.

Auto-shut off of small electrical devices after a period of non-use.