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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
These are associations building up in the consumer's mind from the direct experience of service they have.
Brand Image
26
It pertains to making conclusions by contrasting their previous experiences with the company and their set associations.
Brand Image
27
TRUE/ FALSE: Through Brand image, consumers make a conclusion from their experience by contrasting their future experiences with the company and their set associations.
FALSE (future-previous)
28
The principal objective of organizations:
maximize profits and minimize cost
29
TRUE/ FALSE: Profit maximization can be achieved through an increase in costs with lesser sales.
FALSE (costs with lesser sales- sales with lesser costs)
30
It can be achieved through an increase in sales with lesser costs.
Profit Maximization
31
TRUE/ FALSE: Profit Minimization can be achieved through an increase in sales with lesser costs.
FALSE (minimization- maximization)
32
TRUE/ FALSE: One of the factors that can help to increase sales is customer dissatisfaction.
FALSE (dissatisfaction- satisfaction)
33
How to increase sales?
Customer Satisfaction
34
Satisfaction leads to these three (3):
Customer Recommendation Repeat Purchase
35
TRUE/ FALSE: Dissatisfaction leads to customer, recommendation, and repeated purchases.
FALSE (Dissatisfaction- Satisfaction)
36
TRUE/ FALSE: From the view of marketing management, it is obvious that customers play important roles in the organizational process.
FALSE (marketing- operations)
37
TRUE/ FALSE: From the view of operations management, it is obvious that customers play important roles in the feedback process.
FALSE ( feedback- organizational)
38
TRUE/ FALSE: Before the placement of strategies and organizational structure, the providers are the first aspect considered by management.
FALSE (providers- customers)
39
They play an important role in the organizational process and are the first aspect considered by management.
Customers
40
Five (5) factors of Service Quality
Reliability Responsiveness Assurance Empathy Tangibles
41
Importance of Customer Satisfaction
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
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)
Customer churn
42
It is an approach to help guarantee that you are giving ideal degrees of care to benefactors who bolster your organization.
Monitor client impression
43
These can assist you with holding clients, supporting rehash business, and assist you with setting up decent notoriety through informal promoting.
Observing + Controlling client care practices
44
By ___, organizations can learn from their customer interactions, leading to better decision-making, service, and processes.
Monitoring quality across multiple channels
45
TRUE/ FALSE: By monitoring quality across a single channel, organizations can learn from their customer interactions, leading to better decision-making, service, and processes.
FALSE (single- multiple)
46
How to remain competitive?
Constant monitoring + Customer analysis through multipl channels
47
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.
monitoring measuring managing
48
The monitoring, measuring, and managing of performance and service quality must remain a priority, but the ___ analytics, across multiple channels, is just as important.
“voice of the customer”
49
4 Steps in Control Process:
Establish standards and methods Measure performance Does performance match standards? Take corrective action and re-evaluate/ Do nothing
50
Two (2) Organizational Control Systems
Output Control Behavioural Control
51
TRUE/ FALSE: An unmotivated team should be energized and excited about performing tasks.
FALSE (unmotivated- motivated)
52
They want a sustained effort from their employees so that they work hard whether or not the boss is present.
Managers
53
Seven (7) Approaches to Understanding Motivation:
Personality Attitudes Are you meeting your needs at work? Reward Systems Fair treatment motivates human behavior. Expectations Specific Goals
54
It means being motivated is part of your personality
Intrinsic rewards
55
It means being motivated by things outside of you such as pay, bonuses, or other personal benefits.
Extrinsic rewards
56
An approach that pertains to your level of job satisfaction
Attitude
57
TRUE/ FALSE: People whose needs are met at work tend to be more unmotivated.
FALSE (unmotivated- motivated)
58
It asks the question, "What are the outcomes people receive at work following their actions?"
Rewards Systems
59
It is the beliefs about the likelihood of success; self-confidence.
Expectations
60
An approach that pertains to setting goals as a mechanism to influence the motivations of others.
Specific Goals
61
It is a mechanism to influence the motivations of others.
Setting goals
62
It is a major determinant of motivation when you are trying to influence the behavior of others.
Job attitude/ Level of Job Satisfaction
63
TRUE/ FALSE: Personality is another major determinant of motivation when you are trying to influence the behavior of others.
FALSE (Personality- Job Attitude)
64
A method that involves subtracting a customer's perceived level of service received from what was expected.
GAP Theory
65
It measures customers' expectations of the ideal firm in a particular service industry- performance of services
SERVQUAL Model
66
It is a uniquely adapted system that ensures that the product is of quality to have a happy customer.
Service Quality
67
A system that increases profit margin
Service Quaity
68
Monetary value after availing
Sales
69
The value left after subtracting overall expenses
Profit
70
Performance evaluations are done:
quarterly/ annually
71
It is a year-end report wherein sales are acquired
Quota
72
A way to check if a business is operational
Quota
73
ROI in service businesses can reach
10 years
74
How can an organization reach success?
Service Quality
75
TRUE/ FALSE: Product Quality is connected to customer satisfaction and customer loyalty.
FALSE (Product- Service)
76
TRUE/ FALSE: If a rating is excellent, it is difficult to determine if a service needs improvement.
FALSE (excellent- average/ neutral)
77
It is the first word that comes up in your mind
Brand Image
78
These two (2) can help maximize profits and minimize costs
Customer satisfaction* + Service Quality
79
TRUE/ FALSE: The market should be at the same level as providers.
FALSE (providers- consumers)

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

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