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Exam 2: Conceptual Framework of the Book: The GAPS Model of Service Quality

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Question 31

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Provider _____ is the discrepancy between the development of customer-driven service standards and actual service performance by company employees.

A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4

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

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Question 32

Multiple Choice

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The Oaks at Ojai is an award-winning destination spa in California.Two thirds of The Oaks' guests are repeat visitors who return to the spa for a fun and relaxing service experience unsurpassed by other spas.Just before heading home,each guest is asked to complete a questionnaire and provide feedback about his or her experience.Questions are specific and management meets weekly to review and discuss the improvements suggested by guests.Each guest who completed a questionnaire receives a letter of thanks with a promise to follow up on any issues mentioned.By conducting research and focusing on customer relationships,The Oaks is closing provider _________ of the gaps model of service quality.

A) Gap 1
B) Gap 2
C) Gap 3
D) Gap 4

E) A) and B)
F) A) and C)

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Question 33

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Provider gap 3 of the gaps model of service quality is caused by:

The owner of a small but growing business,Terry Franklin was becoming overwhelmed with requests from his outside customer service representatives for decisions about solutions to customer problems.Noting the mountain of his own work that was piling up,he instituted a policy change and informed the representatives."Keep the customers happy," he said."If it's a problem that takes less than $100.00 to fix,there's no need to call me.Use your judgment and go ahead and fix it." Terry Franklin is using empowerment to narrow provider __________ of the gaps model of service quality.

Which of the following factors leads to provider gap 2?

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

The sources of customer expectations are all controlled by the service provider.

On which of the provider gaps are deficiencies in human resources management policies most likely to have the greatest impact?

On which of the provider gaps does an inappropriate servicescape have the greatest impact?

Inappropriate physical evidence can result in provider gap 2.

To close the customer gap,the gaps model of service quality suggests that the _______ gaps need to be closed.

Which of the following factors does NOT cause provider gap 3?

Byron Wheatley recently began teaching his tenth 2-hour wine-tasting seminar in the banquet hall of a restaurant that has a large and varied wine cellar.His class participants are complaining the class he is teaching is not what they expected.Some are leaving after the first hour without a word to Wheatley.No participant has ever taken another one of Wheatley's classes even though each class studies a different variety of wine.Which provider gap is causing Wheatley the most difficulty? List some possible strategies Wheatley can use to close or possibly eliminate this provider gap.

Provider ______ is the difference between company understanding of customer expectations and the development of customer-driven service designs and standards.

When IKEA,the world's largest furniture retailer,wanted to open a store in Chicago,the company asked groups of customers to dream up their ideal shopping experience and draw a design for a store that would satisfy their needs.IKEA subsequently incorporated the customers' ideas into the service design for the store.Instead of simply conducting surveys to determine customer expectations,IKEA put customers in a "wish mode" and successfully used an innovative approach to close provider _________ of the gaps model of service quality.

Service companies can close provider gap 4 by doing all of the following EXCEPT:

The Ritz-Carlton Hotel trains each employee to note the likes and dislikes of regular customers and record this information into a computerized guest history profile that provides information on the preferences of 240,000 repeat Ritz-Carlton customers.Through the use of this customer database,the Ritz-Carlton is able to provide more personalized service to its guests.If,for example,a guest prefers a feather pillow or always orders a glass of sherry before retiring,this information can be entered in the database and these needs can be anticipated and met.By providing more personalized service,the Ritz-Carlton is narrowing provider _____ of the gaps model of service quality.

American Airlines pilots and crews are trained to inform customers immediately when flight delays occur and to keep customers advised at regular intervals about the changes in a flight's schedule.By keeping customers informed during a flight,American Airlines is closing provider _____ of the gaps model of service quality.

_____ standards are operations standards set by a service firm to correspond to customer expectations.

Provider gap 2 is the difference between development of customer-driven service standards and actual service performance by company employees.