_________ is an attitude formed by a long-term, overall evaluation of a firm's performance.

__________ is a short-term, transaction specific measure.

Which of the following statements is correct?

The distance between a customer’s expectations of a service and perception of
the service actually delivered is called:

The firm's increased research orientation and enhanced upward communication
will assist the firm in decreasing which one of the following gaps?

Understanding the customer is a critical step toward minimizing or completely
eliminating the:

A hotel may feel that its customers prefer comfortable rooms, when, in fact,
the majority of the hotel's customers spend little time in their rooms and are
more interested in on-site amenities such as the pool, spa, and restaurants.
This hotel is suffering from a:

As a service organization's hierarchy becomes more complex and more levels
of management are added, the firm is more likely to experience a:

The difference between management perceptions of customer expectations and
and standards specifying service to be delivered is called the:

The firm's overemphasis on cost reduction and short-term profits will increase
the size of the:

Management's inability to translate what consumers want into a written business
plan will increase the size of the:

The __________ occurs between the actual performance of a service and the
standards set by management.

Which of the following is NOT a factor influencing the delivery gap?

Employee willingness to perform and employee-job fit are directly related to
which of the following service quality gaps?

Minimizing the amount of role conflict and role ambiguity experienced by
employees will help reduce the size of this gap.

The __________ is the difference between the service the firm promises to
deliver through its external communications and the service it actually delivers
to its customers.

According to the text, when competing firms begin to overpromise in order to
top one another, a __________ is likely to occur.

Which of the following statements pertaining to the SERVQUAL scale is
correct?

Which of the following statements pertaining to the SERVQUAL scale is
incorrect?

Which of the following is not one the five dimensions that is measured by the
SERVQUAL SCALE?

The SERVQUAL dimension that measures consumer views of the firm's personnel and communication materials is the ________ dimension.

Employees of excellent companies will be neat in appearance is a typical statement within the __________ dimension of the SERVQUAL scale.

The __________ dimension is an assessment of the firm's consistency and
dependability in service performance.

Excellent companies will perform the service right the first time is a typical
statement within the __________ dimension of the SERVQUAL scale.

__________ refers to the service firm's commitment to providing its services
in a timely manner.

The SERVQUAL dimension that measures consumer views that reflect the
security of the firm's operations is the ________ dimension.

Excellent companies will have the customer's best interest at heart is a typical
statement within the __________ dimension of the SERVQUAL scale.

Which of the following is a major criticism of the SERVQUAL scale?

Research that examines the customer’s perspective of a firm’s strengths and weaknesses is called:

The SERVQUAL dimension that is typically noted as the least important by customers is the __________ dimension.

The SERVQUAL dimension that is typically noted as the most important
by customers is the __________ dimension.

Which of the following is not a component of a service quality information
system?

The component of a firm's service quality information system that is used
specifically to assess employee performance is:

The component of a firm's service quality information system that
assesses the firm's and competitor's service quality ratings is:

Which of the following is NOT a key component that needs to be built into every service quality system?