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Exam 10: Customer-Defined Service Standards

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Question 21

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What are service performance indexes, how are they created and how do companies use these indexes?

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Service performance indexes are comprehe...

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Question 22

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A customer's overall service quality evaluation is the accumulation of evaluations of multiple service experiences.

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Question 23

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New owners of the Atlanta Falcons wanted to increase attendance by giving customers want they wanted. After determining that family-oriented halftime shows was an important consideration for a large portion of its target market, the Falcons researched specific ideas such as fireworks displays, a battle of the bands featuring local high school bands, drawings for prizes and musical concerts. The additional research would have been done during which step of the developing customer-defined standards?

American Airlines conducts ongoing in-flight surveys to assess passengers' perceptions of the ticket buying process, gate agents, flight attendants, food and beverage service, condition/comfort of airplanes and adherence to departure/arrival schedules. American Airline's research provides feedback on _____ measurements.

The first step in delivering high service quality is:

What are the two types of soft measurements used to measure customers' opinions about whether service performance met standards?

A land surveyor will come out to your home, survey your property and draw you a plat showing you the shape of your land and how it looks in relation to land around it. The work is routine unless the deed for the property is over one hundred years old. One of the ways a surveyor determines what land belongs to you is by using old deeds. This becomes a complicated practice when the deed says "west from live oak tree" and "northeast 30 feet from Gray family cemetery". Often these landmarks, which were there 100 years ago, are long gone and no one remembers where exactly they were. Surveyors may differ by a couple of feet in their determination of where these landmarks used to be. This is an example of the difficulty involved in:

One of Florida Power & Light's customer-defined standards is "Do not put customers on hold or transfer them". "Do not put customers on hold or transfer them" is a _____ customer-defined standard.

Which of the following statements is a criterion for selecting behaviors and actions for customer-defined service standards?

One of the steps in the process for developing customer-defined standards is to provide feedback about performance to employees.

Which of the following is NOT a soft customer-defined standard?

A pharmacy that installs a computer system that automatically checks to see if a new prescription is compatible with other medication a customer is currently taking has used a one-time fix.

When a local Taco Bell extended its operating hours on Friday and Saturday nights to 24-hour service to satisfy its college market, it was instituting a(n) :

Two major types of formal customer-defined service standards can be distinguished. What kind of a customer-defined standard is the following: "Leave no customer on hold for longer than five minutes"?

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

Research has indicated service providers need to focus on the "back end" of the service encounter sequence. What does this mean for an airline?

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

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 Bank of Chicago are _____ measurements.

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 _____ measurement.

Which of the following is NOT an example of a hard customer-defined service standard?