Markma V57 Midterm exam review questions for chapters 5, 10,15
Chapter 13 questions markma
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CHAPTER 13 QUESTIONSJosephine Anne WolcottDecember 10,2010
http://joannewolcott.blogspot.com
http://joannewolcott.blogspot.com
QUESTION 1 What type of category of service mix of
Toyota?
A) Pure Tangible goodB) Good with accompanying servicesC) HybridD)Service with accompanying goodsE) Pure Service
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CONCEPT IN QUESTION 1Pure tangible good
Good with accompanying services
Hybrid
Service with accompanying goods
Pure service
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EXPLANATION Tangible good does not have any service
involved Good with accompanying service offers
tangible goods accompanied by one or more services. This is most common with technologically advanced products.
Hybrid is equal parts of goods and services Service with accompanying goods and
services consisting of a major service with additional service or supporting goods
Pure service is purely service oriented no tangible or minor service attached
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ANSWER FOR QUESTION 1 LETTER B
Good with accompanying service
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QUESTION 2 In a salon in Las Pinas only has only Saturday
and Sunday as the busy days, however during weekdays. In order for the salon to have people within the week, they give a 30% discount on the clients who avails salon treatments. This is an application of
A)Non peak demandB) Operational peak time efficiencyC) Differential Pricing
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CONCEPT FOR QUESTION 2Demand side
• Differential pricing
• Non Peak demand
• Complimentary services
• Reservation Systems
Supply Side• Part Time
employees• Peak time
efficiency• Increase
customer participation
• Shared Services• Facilities for
future expansion
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EXPLANATION TO THE CONCEPTA)Non peak demand- this is pushing for a
particular product that does not have a high demand for
B) Operational peak time efficiency- this means that it allows employees to perform essential task during peak periods
C) Differential Pricing-will shit some demand from peak to off peak periods
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ANSWER TO QUESTION 2 LETTER C
Differential pricing
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QUESTION 3A Meralco inspector keeps on going around the
neighborhood and tinkering with the electric meter of Mr. Dela Cruz for service quality maintenance and routine checks. Mr. Dela Cruz is afraid that the Meralco inspector is going to cut his electricity. This is an example of a gap between
A) Expectation and management perceptionB) Service quality specification and service delivery C) Service delivery and expected external
communicationD) perceived service and expected service
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CONCEPTS TO QUESTION 3A) The Gap between Expectation and management
perception- the management does not correctly perceive what the customer wants
B) The Gap between Service quality specification and service delivery –personnel might be poorly trained or incapable or unwilling to meet the standard or may be held to conflicting standards.
C) The Gap between Service delivery and expected external communication- customer expectation des not meet the statement made by the company representatives or ads
D) The Gap between perceived service and expected service-the consumer mispercieves the service quality
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EXPLANATION TO QUESTION 3 The Gap between perceived service and
expected service-the consumer misperceives the service quality because in this case Mr Dela Cruz thought that his electricity was being disconnected but the Meralco inspector is just doing his routine service quality checks
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ANSWER TO QUESTION 3 LETTER D
The Gap between perceived service and expected service
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QUESTION 4 What service sector will the PAGCOR fall
under?
A) Private B) BusinessC) GovernmentD)RetailE) none of the above
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CONCEPT FOR QUESTION 4
Government Private non profit
Retail
Manufacturing
Business
Serv
ice
Sect
or
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EXPLANATION TO QUESTION 4 PAGCOR Stands for Philippine Amusement
and Gaming Corporation. Since it is a corporation it can be interpreted as a private company especially it is dealing with gambling and casinos. However it is controlled by the government.
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ANSWER TO QUESTION 4 LETTER C
GOVERNMENT
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QUESTION 5A hotel website shows that it is a 3 star hotel in
Hong Kong. However when the travelers finally came to the hotel, it was not a hotel but a hostel .
A) Gap between customer expectation and management perception
B) Gap between service quality specification and service delivery
C) Gap between service delivery and external communication
D) Gap between perceived service and expected service
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CONCEPT OF QUESTION 5Gap between consumer expectation and management perception
Gap between management perception and service quality specifications
Gap between service quality specification and service delivery
Gap between service delivery and external communications
Gap between perceived service and expected service
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EXPLANATION FOR QUESTION 5
A) The Gap between Service delivery and expected external communication- customer expectation des not meet the statement made by the company representatives or ads
Because the website tells the perspective clients that it is a hotel but in fact it was a hostel.
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ANSWER FOR QUESTION 5 LETTER C
Gap between service delivery and external communication
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QUESTION 6 Dermaline Inc employees that in every facial
service that they render to the client , they should suggest client to avail any their Diana Stalder product line or their Casmara line. This kind of service mix falls under
A) Good with Accompanying servicesB) HybridC) Service with accompanying goodsD) Pure serviceE) All of the above
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CONCEPT IN QUESTION 6Pure tangible good
Good with accompanying services
Hybrid
Service with accompanying goods
Pure service
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EXPLANATION FOR QUESTION 6 Tangible good does not have any service
involved Good with accompanying service offers
tangible goods accompanied by one or more services. This is most common with technologically advanced products.
Hybrid is equal parts of goods and services Service with accompanying goods and
services consisting of a major service with additional service or supporting goods
Pure service is purely service oriented no tangible or minor service attached
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ANSWER FOR QUESTION 6 LETTER C-
Service with accompanying goods
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QUESTION 7 Bruno Barbers is a far cry from your around-
the- corner local neighborhood barber where it is not air-conditioned and poorly decorated. It is clean, located in major mall and it is classy at par with the high end salons. What is the Physical evidence and presentation for the marketing of Bruno Barbers?
A) PeopleB) PlaceC) EquipmentD) SymbolE) Price
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CONCEPT FOR QUESTION 7PlacePeople
Equipment
Communication Material
Symbol
Price
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EXPLANATION FOR QUESTION 7 Place- exterior and interior should have clean
lines. They lay our and the traffic flow should be planned carefully
People- Personnel should be busy; but there should be sufficient number of employees should manage the work load
Equipment- all should looks state of the art Communication material-Printed text and photos
should communicate efficiency and speed Symbols- the name and symbol should suggest
fast service Price – it has price rewards for customers who
are inconvenienced by the service
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ANSWER FOR QUESTION 7 LETTER B
PLACE
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QUESTION 8Sbarro is handing out survey questionnaires to
the customers after they have eaten their meals to know the quality of their service. This is a good example of
A. Market researchB. Standardize the service performanceC. Monitoring customer satisfaction
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CONCEPT FOR QUESTION 8 VARIABLIITY the quality of service depends
on who provides them, where and when and to whom are highly variable
3 steps of service firms to increase quality control Invest in good hiring and training procedures-
recruiting the right people and training them the right way.
Standardize service performance process throughout the organization-this is where service blueprint, that can simultaneously map the service process
Monitor customer satisfaction –employs suggestion and complaint systems
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EXPLANATION THE QUESTION 8 Monitor customer satisfaction –employs
suggestion and complaint systems because the Sbarro is soliciting information about the quality of their service after the customer has eaten their food.
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ANSWER FOR QUESTION 8 LETTER C
Monitoring customer satisfaction
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QUESTION 9 _______ is the ability to perform service
dependably and accurately
A. EfficiencyB. EffectivenessC. ReliabilityD. Consistency
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CONCEPT FOR QUESTION 9Five determinants of Service Quality Reliability Responsiveness Assurance Empathy Tangibles
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EXPLANATION FOR QUESTION 9 Reliability is the ability to perform the
promised service dependably and accurately
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ANSWER FOR QUESTION 9 Letter C
Reliability
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QUESTION 10 Mr. Santos is worried that his car might not
get the best possible service since the CASA is already full. He thinks he needs to recheck his car to another service center once the fee routine check of his car. His worry is classified as
A. Failure frequencyB. Service dependabilityC. Out of pocket cost
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CONCEPTS FOR QUESTION 10 Customers have 3 specific worries
Failure frequency- tests the reliability Service dependability- the ability to fix the
machine quickly Out of pocket costs-how much the customer
needs to spend
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EXPLANATION TO QUESTION 10 Failure frequency- tests the reliability of the CASA
since the CASA is full and Mr. Santos thinks he needs to go to a second service center. He was not worried about the cost but rather the quality of service that was given to his car
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ANSWER TO QUESTION 10 Letter A -Failure frequency
CHAPTER 13 QUESTIONSJosephine Anne WolcottDecember 10,2010
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