Provider Gap 3 correct answers Service performance gap - service delivery vs customer-driven service designs and standards
Corporate culture correct answers The pattern of shared values and beliefs that give the members of an organization meaning and provide them with the rules for behavior in t...
MKT 336 Exam 3 || with Errorless Solutions 100%.
Provider Gap 3 correct answers Service performance gap - service delivery vs customer-driven
service designs and standards
Corporate culture correct answers The pattern of shared values and beliefs that give the members
of an organization meaning and provide them with the rules for behavior in the organization
Culture correct answers The way we do things around here
Service culture correct answers Culture where an appreciation for good service exists and where
giving good service to internal and external customers is considered a natural way of life and one
of the most important norms by everyone
Core leaders who demonstrate a passion for service excellence - they actually demonstrate and
live out these values (enacted values) rather than just talk about them (espoused values) correct
answers What does a service culture begin with?
Review of national culture, determining what the values are, and how they're to be enacted
correct answers What does transporting a service culture through international business
expansion require?
People (marketing mix) correct answers All the human actors who play a part in service delivery
and thus influence the buyers perceptions (includes firm's personnel, the customer, and other
customers in environment)
- the service (ex: salon offering is the stylist)
- the organization in the customer's eye (they personify the firm, both onstage and backstage
actions influence perceptions)
- the brand (reflect brand image)
- marketers (embody the product; walking billboards) correct answers Customer-contact service
employees are what 4 things?
Service profit chain correct answers Suggests there are critical linkages among internal service
quality, employee satisfaction/productivity, value of service, and customer satisfaction, retention,
and profits
Customer-focused org chart correct answers Puts customers at the top, then frontline employees,
then management
Inverted service marketing triangle correct answers Customer-oriented management teams flip
the service marketing triangle, placing customers and providers in a position of importance
They're participants in service production and value creation correct answers How do customers
contribute to the widening of provider gap 3?
, They can exhibit disruptive behaviors, cause delays, excessive crowding, manifest incompatible
needs, or be overly demanding correct answers How can fellow customers detract from customer
satisfaction and perceptions of quality?
They can enhance the experience (sporting events), provide a social dimension to the experience,
and may help each other achieve goals and outcomes (weight watchers) by acting as assistants,
supporters, and mentors correct answers How can fellow customers enhance customer
satisfaction and perceptions of quality?
Self service technologies (SSTs) correct answers Services produced entirely by the customer
without any direct involvement or interaction with the firm's employees (ATMs, pay at pump,
Internet shopping, etc.)
Self service technologies and firm production correct answers What are the two extremes on the
customer participation continuum?
Cost savings, based on customer demand, or to open up geographic, socioeconomic, and lifestyle
markets correct answers Why might SSTs be introduced?
Cost savings, revenue growth correct answers What are the firm benefits to SSTs?
Convenience, accessibility, ease of use correct answers What are the customer benefits to SSTs?
When customers see little personal benefit or when they don't have the ability to use it or don't
know what they're supposed to do correct answers When do SSTs commonly fail?
When customers aren't forced to use them/there are other options or there's a help person correct
answers When are SSTs better received?
Excess demand correct answers - Level of demand exceeds capacity
- Some customers may be turned away, and the one's who do receive the service may not get the
promised quality
Demand exceeds optimum capacity correct answers No one is turned away, but quality of service
may suffer because of overuse, crowding, or overtaxed staff
Demand and supply balanced at level of optimal capacity correct answers Ideal level for staff
and facilities, customers receive quality service
Excess capacity correct answers - Demand is below optimal capacity
- Productive resources are underutilized = low productivity, low profits
Daily, weekly, monthly, and sometimes hourly (like for restaurants) or seasonally correct
answers When should demand patterns be tracked?
Predictable and random correct answers Demand can be what two things?
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