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Exam 10: Customer-Defined Service Standards

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Question 31

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Two major types of formal customer-defined service standards can be distinguished. What kind of a customer-defined standard is the following: "Maintain a neat and tidy appearance"?

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Question 32

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One of the customer-defined standards at Delta Airlines is "the number of pieces of luggage damaged per day". "The number of pieces of luggage damaged per day" is a _____ customer-defined service standard.

A) Formal
B) Hard
C) Informal
D) Measurable
E) Soft

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Question 33

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Service companies experience difficulty in setting standards to match or exceed customer expectations because of a lack of:

An importance/performance matrix is used to:

Enterprise Rent-A-Car closely ties customer service to employee success. With a tracking system called the Enterprise Service Quality Index (ESQi) , the company routinely follows up with customers by phone to determine their level of satisfaction with the company. Only completely satisfied customers count toward an employee ESQi score, which is used to measure employee's potential for promotion. Enterprise is using:

What is wrong with the following service goal posted in a restaurant: "Do not keep customers waiting too long to be served"?

Federal Express distributes a weekly Service Quality Indicator report showing performance to goals on 12 different items. Upon receipt of the report, managers and contact personnel investigate root causes of service failures. By distributing a weekly Service Quality Indicator report and investigating service failures, Federal Express is addressing which of the following steps in the process for developing customer-defined standards?

Virtually all companies possess standards and measures that are company-defined.

Which of the following is NOT an example of an effective formal service goal?

One of the most important goals of a service performance index is to simply and clearly communicate business performance in operational and perceptual terms.

When a hair salon introduced a database system for keeping up with information on clients' hair, such as hair color and timing of permanents, it is one way of addressing customer requirements. What name applies to this method of changing services to better meet customer needs?

The final step in the process for developing customer-defined standards is to:

Imagine you are the manager of an electrical contracting company that does repair work, remodeling and new construction for homeowners. You understand that you need to set customer-defined standards in order to close the gap between customer expectations and what your company is now delivering. List and define the two major types of customer-defined standards and give three examples of each.

Seeing a service standard in broad conceptual terms is ineffective because the standard is difficult to interpret, measure and achieve.

Canadian Airline did market research to determine the expectations of business travelers-its target market. It learned business travelers don't view air travel as a simple product any more but as a sequential process with a series of customer service interactions which to them seemed at times arbitrary. A traveler could not estimate how much time it would take to make reservations, to check-in, to board or any of the other interactions-the time spent on these activities was typically directly related to the experience and training of the airline's employees. Canadian Airline could provide better service to its highest-yield customers if it could:

New owners of the Atlanta Falcons football team were concerned about declining attendance figures. As a result, Falcons staff set up kiosks at arena exits and asked attendees what would make the gameday experience more fun. The management was gathering _____ measurements.

Delta Airlines was dissatisfied with customer reactions to its attempt to offer passengers their choice of cold deli sandwiches instead of the more traditional airplane meal. Its intent was to provide passengers with better food. Passengers saw the move as another way Delta was trying to skimp on service and save money. When trying to deliver service quality, Delta forgot to:

In which of the steps in the process for setting customer-defined standards would a company use an importance/performance matrix?

Enterprise Rent-A-Car closely ties customer service to employee success. With a tracking system called the Enterprise Service Quality Index (ESQi) , the company routinely follows up with customers by phone to determine their level of satisfaction with the company. Only completely satisfied customers count toward an employee ESQi score, which is used to measure employee's potential for promotion. Enterprise uses a _____ customer-defined standard.

Things that can be counted, timed or observed through audits are _____ customer-defined service standards.