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2nd Year (1st Sem) > SERVQUAL- Midterms > Flashcards

SERVQUAL- Midterms Flashcards

1
Q

A unique measure adopted by the hospitality sector to enhance profit margins.

A

Service Quality

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2
Q

How is service quality adopted in order to enhance profit?

A

By increasing satisfied customers

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3
Q

It is referred to as the shared endeavor/ performances that ensure satisfaction levels amongst users

A

Service Quality

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4
Q

Gap 1:

A

Expected Service of Consumer vs. Management’s Perceptions

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5
Q

Gap 2:

A

Service Quality specification vs. Management Perception

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6
Q

Gap 3:

A

Service Quality specifications vs. Service delivery

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7
Q

Gap 4:

A

Service delivery vs. External Communication to Customer

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8
Q

Gap 5:

A

Expected service vs. Experienced Service

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9
Q

Measuring productivity

A
  • Management by Objectives
  • Measure productivity- Quantitative
  • Performance Evaluation
  • Quota- Sales Productivity
  • There are measurements to be checked- Service Productivity
  • There is a timeline/ deadline- Time Management Productivity
  • Profit= Sales - Expenses (ROI)
  • Quality Assurance is done
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10
Q

___ is considered substantial when it comes to define organizational success.

A

Services Quality

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11
Q

What is the winning strategy to achieve organizational success?

A

Delivers best services quality to customers

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12
Q

TRUE/ FALSE: Service quality is a unique measure adopted by the hospitality sector to enhance sales margins by increasing the number of satisfied customers.

A

FALSE (sales- profit)

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13
Q

TRUE/ FALSE: Service quality is the shared endeavor or performance that ensures the users’ expectation levels.

A

FALSE (expectation- satisfaction)

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14
Q

TRUE/ FALSE: Service quality and customer satisfaction are considered the most important areas of interest for academia and practitioners.

A

TRUE

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15
Q

___ and __ are considered the most important areas of interest for academia and practitioners.

A

Service Quality and Customer Satisfaction

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16
Q

TRUE/ FALSE: Most people are focused on building customer loyalty and a strong brand image among the customers.

A

TRUE

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17
Q

Most people are focused on building ___ and ____ among the customers to leave a significant impact on businesses.

A

customer loyalty
strong brand image

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18
Q

It is the internal feelings of every individual.

A

Customer Satisfaction

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19
Q

TRUE/ FALSE: Customer expectation is the internal feelings of every individual which may be satisfaction or dissatisfaction.

A

FALSE (customer expectation- customer satisfaction)

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20
Q

Customer satisfaction is the internal feelings of every individual which may be ___.

A

satisfaction or dissatisfaction

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21
Q

TRUE/ FALSE: Customer expectations results from the assessment of services provided to an individual in the context of the customer’s anticipation by an organization.

A

FALSE (expectations- satisfaction)

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22
Q

It is the willingness of a customer to engage with and repeatedly purchase from you versus your competitors- an emotional relationship.

A

Customer Loyalty

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23
Q

TRUE/ FALSE: Customer Loyalty is defined as something that comes into the consumers’ minds when a brand is placed in front of them.

A

FALSE (Customer Loyalty- Brand Image)

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24
Q

It is something that comes into the consumer’s mind when a brand is placed in front of him.

A

Brand Image

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25
Q

These are associations building up in the consumer’s mind from the direct experience of service they have.

A

Brand Image

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26
Q

It pertains to making conclusions by contrasting their previous experiences with the company and their set associations.

A

Brand Image

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27
Q

TRUE/ FALSE: Through Brand image, consumers make a conclusion from their experience by contrasting their future experiences with the company and their set associations.

A

FALSE (future-previous)

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28
Q

The principal objective of organizations:

A

maximize profits and minimize cost

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29
Q

TRUE/ FALSE: Profit maximization can be achieved through an increase in costs with lesser sales.

A

FALSE (costs with lesser sales- sales with lesser costs)

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30
Q

It can be achieved through an increase in sales with lesser costs.

A

Profit Maximization

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31
Q

TRUE/ FALSE: Profit Minimization can be achieved through an increase in sales with lesser costs.

A

FALSE (minimization- maximization)

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32
Q

TRUE/ FALSE: One of the factors that can help to increase sales is customer dissatisfaction.

A

FALSE (dissatisfaction- satisfaction)

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33
Q

How to increase sales?

A

Customer Satisfaction

34
Q

Satisfaction leads to these three (3):

A

Customer
Recommendation
Repeat Purchase

35
Q

TRUE/ FALSE: Dissatisfaction leads to customer, recommendation, and repeated purchases.

A

FALSE (Dissatisfaction- Satisfaction)

36
Q

TRUE/ FALSE: From the view of marketing management, it is obvious that customers play important roles in the organizational process.

A

FALSE (marketing- operations)

37
Q

TRUE/ FALSE: From the view of operations management, it is obvious that customers play important roles in the feedback process.

A

FALSE ( feedback- organizational)

38
Q

TRUE/ FALSE: Before the placement of strategies and organizational structure, the providers are the first aspect considered by management.

A

FALSE (providers- customers)

39
Q

They play an important role in the organizational process and are the first aspect considered by management.

A

Customers

40
Q

Five (5) factors of Service Quality

A

Reliability
Responsiveness
Assurance
Empathy
Tangibles

41
Q

Importance of Customer Satisfaction

A

Repurchase
Once satisfied, customer will always compare
Less chances of customer to leave
Loyal customer = sure sales
Reduce negative word of mouth
Retention is cheap since no need for marketing

41
Q

It is the percentage of customers that stopped using your company’s product or service during a certain time frame (when someone chooses to stop using your products or services)

A

Customer churn

42
Q

It is an approach to help guarantee that you are giving ideal degrees of care to benefactors who bolster your organization.

A

Monitor client impression

43
Q

These can assist you with holding clients, supporting rehash business, and assist you with setting up decent notoriety through informal promoting.

A

Observing + Controlling client care practices

44
Q

By ___, organizations can learn from their customer interactions, leading to better decision-making, service, and processes.

A

Monitoring quality across multiple channels

45
Q

TRUE/ FALSE: By monitoring quality across a single channel, organizations can learn from their customer interactions, leading to better decision-making, service, and processes.

A

FALSE (single- multiple)

46
Q

How to remain competitive?

A

Constant monitoring + Customer analysis through multipl channels

47
Q

The __, ___, and ___ of performance and service quality must remain a priority, but the “voice of the customer” analytics, across multiple channels, is just as important.

A

monitoring
measuring
managing

48
Q

The monitoring, measuring, and managing of performance and service quality must remain a priority, but the ___ analytics, across multiple channels, is just as important.

A

“voice of the customer”

49
Q

4 Steps in Control Process:

A

Establish standards and methods
Measure performance
Does performance match standards?
Take corrective action and re-evaluate/ Do nothing

50
Q

Two (2) Organizational Control Systems

A

Output Control
Behavioural Control

51
Q

TRUE/ FALSE: An unmotivated team should be energized and excited about performing tasks.

A

FALSE (unmotivated- motivated)

52
Q

They want a sustained effort from their employees so that they work hard whether or not the boss is present.

A

Managers

53
Q

Seven (7) Approaches to Understanding Motivation:

A

Personality
Attitudes
Are you meeting your needs at work?
Reward Systems
Fair treatment motivates human behavior.
Expectations
Specific Goals

54
Q

It means being motivated is part of your personality

A

Intrinsic rewards

55
Q

It means being motivated by things outside of you such as pay, bonuses, or other personal benefits.

A

Extrinsic rewards

56
Q

An approach that pertains to your level of job satisfaction

A

Attitude

57
Q

TRUE/ FALSE: People whose needs are met at work tend to be more unmotivated.

A

FALSE (unmotivated- motivated)

58
Q

It asks the question, “What are the outcomes people receive at work following their actions?”

A

Rewards Systems

59
Q

It is the beliefs about the likelihood of success; self-confidence.

A

Expectations

60
Q

An approach that pertains to setting goals as a mechanism to influence the motivations of others.

A

Specific Goals

61
Q

It is a mechanism to influence the motivations of others.

A

Setting goals

62
Q

It is a major determinant of motivation when you are trying to influence the behavior of others.

A

Job attitude/ Level of Job Satisfaction

63
Q

TRUE/ FALSE: Personality is another major determinant of motivation when you are trying to influence the behavior of others.

A

FALSE (Personality- Job Attitude)

64
Q

A method that involves subtracting a customer’s perceived level of service received from what was expected.

A

GAP Theory

65
Q

It measures customers’ expectations of the ideal firm in a particular service industry- performance of services

A

SERVQUAL Model

66
Q

It is a uniquely adapted system that ensures that the product is of quality to have a happy customer.

A

Service Quality

67
Q

A system that increases profit margin

A

Service Quaity

68
Q

Monetary value after availing

A

Sales

69
Q

The value left after subtracting overall expenses

A

Profit

70
Q

Performance evaluations are done:

A

quarterly/ annually

71
Q

It is a year-end report wherein sales are acquired

A

Quota

72
Q

A way to check if a business is operational

A

Quota

73
Q

ROI in service businesses can reach

A

10 years

74
Q

How can an organization reach success?

A

Service Quality

75
Q

TRUE/ FALSE: Product Quality is connected to customer satisfaction and customer loyalty.

A

FALSE (Product- Service)

76
Q

TRUE/ FALSE: If a rating is excellent, it is difficult to determine if a service needs improvement.

A

FALSE (excellent- average/ neutral)

77
Q

It is the first word that comes up in your mind

A

Brand Image

78
Q

These two (2) can help maximize profits and minimize costs

A

Customer satisfaction* + Service Quality

79
Q

TRUE/ FALSE: The market should be at the same level as providers.

A

FALSE (providers- consumers)

2nd Year (1st Sem) (16 decks)

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