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Exam 2: Conceptual Framework of the Book: the Gaps Model of Service Quality

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Question 41

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Service companies can close provider gap 3 by doing any of the following EXCEPT:

A) Teaching customers to perform their roles appropriately
B) Synchronizing supply and demand
C) Motivating intermediaries to meet company service goals
D) Empowering employees
E) Developing customer-defined service standards

F) B) and D)
G) A) and D)

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Question 42

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One of the major difficulties associated with provider gap 4 is that communications to consumers typically involve issues that cross organizational boundaries.

A) True
B) False

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Question 43

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Service providers like insurance companies that emphasize acquiring new customers rather than retaining current customers are broadening provider _____ of the gaps model of service quality.

Provider gap 1 is widened when the service provider promises delivery on Monday when in fact there is no way the service provider can deliver until the following Thursday.

Provider gap 2 exists in service companies because of a failure of horizontal communication.

The marketing that goes on between an insurance agent and a current customer that is buying car insurance for a new teenage driver is an example of _____ marketing.

The romantic mountain getaway seemed like the perfect Valentine's Day gift.The pictures in the brochure showed couples enjoying the amenities in their cabins.When the couple arrived,they found a cold,uninviting cabin with a shortage of creature comforts--no down-filled blankets,no wood for the fireplace,paper plates and cups and a broken chair.In this service example,the _____ was not what the customers expected.

Inappropriate physical evidence can result in provider gap 2.