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Exam 16: The Financial and Economic Impact of Service

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Question 1

Multiple Choice

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Which of the measurement areas in the balanced performance scorecard is the most difficult to capture quantitatively?

A) Operations measures
B) Financial measures
C) Customer measures
D) Sales measures
E) Innovation and learning measures

F) A) and D)
G) C) and D)

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E

Question 2

Multiple Choice

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When service quality first emerged as a pivotal competitive strategy what method did managers use to determine the effect of improved service quality on financial success?

A) Intuition
B) Return on service quality (ROSQ)
C) Trend analysis
D) Experiential research
E) Focus groups

F) D) and E)
G) C) and D)

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Question 3

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How does the way the balanced performance scorecard examines operational measures differ from the traditional uses of such measurements?

Many companies do not identify and act on the correct non-financial measures.One of the four major mistakes that companies make is _______.In other words,they do not verify that the non-financial measures lead to financial performance.

Defensive marketing can be used to reduce customer defection.

All of the following are measurement areas contained in a balanced performance scorecard EXCEPT:

The development of _____ allows service companies to create,automate,and integrate measurements in all parts of the company in a balanced performance scorecard.

Guests who stay at a Walt Disney World resort hotel are asked to complete a comment card when they checkout.In one section of the comment card,guests are asked if they would recommend the hotel they stayed at to a friend and if they would return to the same hotel.These two behavioral intention questions are focusing on the _____ perspective of its balanced performance scorecard.

Traditionally,organizations have measured their performances almost completely on the basis of financial indicators.

ROSQ (return on service quality)is used to help managers make decisions about service quality investments.

An organization that wanted to create quantitative measures of its innovation and learning should use:

Which approach to measuring service quality assumes that not all expenditures aimed at improving quality are equally valid?

Financial measures used in the balanced scorecard include the long-term value of the customer,the number of new products,return on innovation,and number of customer referrals.

What is another name for customer-linked operational measures that would be used in a balanced performance scorecard? What are some of the specific measures that may appropriate to include in this area of the balanced performance scorecard?

From the inception of service quality,managers had highly sophisticated tools to measure the impact of improved service on profits.

Service quality can help companies attract more and better customers to the business through offensive marketing.

All of the following are measures within the innovation and learning perspective of the balanced performance scorecard EXCEPT:

Which of the following is NOT an assumption upon which the return on service quality (ROSQ) approach is based?

Which of the following statements about providing customers with service quality is true?

Which of the following is NOT likely to be a source of money when a company uses a defensive marketing effect?