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Exam 9: Customer-Defined Service Standards

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Question 1

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Two major types of customer-defined service standards can be distinguished.What kind of a customer-defined standard is the following: "Maintain a neat and tidy appearance?"

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Question 2

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Which of the following is an example of a specific behavior or action that defines the performance expected by customers?

A) Cost estimate is price customer pays
B) Fixes the product right the first time
C) Delivers the product on the promised date
D) Greets customers within 5 minutes of entering the store
E) All of the above

F) A) and B)
G) None of the above

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Question 3

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"Answering questions promptly" would be an example of a hard customer-defined standard.

Federal Express distributes a weekly Service Quality Indicator report comparing performance to goals on 12 different items.Upon receipt of the report,managers and contact personnel investigate root causes of service failures.By distributing a weekly Service Quality Indicator report and investigating service failures,Federal Express is addressing which of the following steps in the process for developing customer-defined standards?

Service companies experience difficulty in setting standards to match or exceed customer expectations because of a lack of:

In most service companies,the marketing and operations functions are seamlessly integrated to facilitate the development of service quality standards.

Provide an example of a situation in which a strategy for delivering customized service is more appropriate than a strategy of standardization.

Standardization of service behaviors and actions is inconsistent with employee empowerment.

One of the ways in which standardization of services occurs is through:

"Having more room in your airplane seat" would be an example of a soft customer-defined standard.

When students at Fairleigh Dickinson University complete a student evaluation of faculty questionnaire at the end of a semester,one of the items they are asked to evaluate on a five-point scale is,"The instructor presented the material clearly and summarized major points".This statement evaluation is a(n) _____ measurement.

"Improving skills among contact employees" is an effective customer-defined service standard.

One of the customer-defined standards at Delta Airlines is "the number of pieces of luggage damaged per day"."The number of pieces of luggage damaged per day" is a(n) _____ customer-defined service standard.

Virtually all companies possess standards and measures that are company-defined.

Once a service provider has translated customer expectations into behaviors and actions,it must select those behaviors and actions that will be used to create employee standards.What are the six most important criteria for the creation of those standards?

First National Bank of Chicago tracks 650 service quality measures relating to timely,accurate,and responsive service.The measures include speed of telephone answering,number of abandoned calls,turnaround time on inquiries,and the speed at which the bank transfers securities.The measures used by First National Bank of Chicago are _____ measurements.

What is the first step in developing customer-defined standards?

The two research methods used to document customers' opinions about whether service performance met the standards established are benchmarking and critical incident surveys.

Which of the following is NOT an example of an effective formal service goal?

Which of the following measurement research methods can document customers' opinions about whether performance met the standards established?