1. Chapter 13 Questions Josephine Anne Wolcott December 10,2010 http://joannewolcott.blogspot.com
2. Question 1 What type of category of service mix of Toyota? A) Pure Tangible good B) Good with accompanying services C) Hybrid D)Service with accompanying goods E) Pure Service http://joannewolcott.blogspot.com
4. 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 http://joannewolcott.blogspot.com
5. Answer for question 1 LETTER B Good with accompanying service http://joannewolcott.blogspot.com
6. 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 demand B) Operational peak time efficiency C) Differential Pricing http://joannewolcott.blogspot.com
8. Explanation to the concept A)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 http://joannewolcott.blogspot.com
9. Answer to question 2 LETTER C Differential pricing http://joannewolcott.blogspot.com
10. Question 3 A 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 Expectation and management perception Service quality specification and service delivery Service delivery and expected external communication perceived service and expected service http://joannewolcott.blogspot.com
11. Concepts to Question 3 http://joannewolcott.blogspot.com The Gap between Expectation and management perception- the management does not correctly perceive what the customer wants 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. The Gap between Service delivery and expected external communication- customer expectation des not meet the statement made by the company representatives or ads The Gap between perceived service and expected service-the consumer mispercieves the service quality
12. Explanation to question 3 The Gap between perceived service and expected service-the consumer misperceives the service quality because in this case MrDela Cruz thought that his electricity was being disconnected but the Meralco inspector is just doing his routine service quality checks http://joannewolcott.blogspot.com
13. Answer to question 3 LETTER D http://joannewolcott.blogspot.com The Gap between perceived service and expected service
14. QUESTION 4 What service sector will the PAGCOR fall under? A) Private B) Business C) Government D)Retail E) none of the above http://joannewolcott.blogspot.com
16. 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. http://joannewolcott.blogspot.com
17. Answer to question 4 LETTER C GOVERNMENT http://joannewolcott.blogspot.com
18. Question 5 A 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 . Gap between customer expectation and management perception Gap between service quality specification and service delivery Gap between service delivery and external communication Gap between perceived service and expected service http://joannewolcott.blogspot.com
20. Explanation for Question 5 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. http://joannewolcott.blogspot.com
21. Answer for Question 5 LETTER C Gap between service delivery and external communication http://joannewolcott.blogspot.com
22. 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 Good with Accompanying services Hybrid Service with accompanying goods Pure service All of the above http://joannewolcott.blogspot.com
24. 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 http://joannewolcott.blogspot.com
25. Answer For Question 6 LETTER C- Service with accompanying goods http://joannewolcott.blogspot.com
26. 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? People Place Equipment Symbol Price http://joannewolcott.blogspot.com
28. 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 http://joannewolcott.blogspot.com
30. QUESTION 8 Sbarro 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 Market research Standardize the service performance Monitoring customer satisfaction http://joannewolcott.blogspot.com
31. 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 http://joannewolcott.blogspot.com
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33. Answer for Question 8 LETTER C Monitoring customer satisfaction http://joannewolcott.blogspot.com
34. Question 9 _______ is the ability to perform service dependably and accurately Efficiency Effectiveness Reliability Consistency http://joannewolcott.blogspot.com
35. CONCEPT FOR QUESTION 9 Five determinants of Service Quality Reliability Responsiveness Assurance Empathy Tangibles http://joannewolcott.blogspot.com
36. Explanation for Question 9 Reliability is the ability to perform the promised service dependably and accurately http://joannewolcott.blogspot.com
37. Answer for question 9 Letter C Reliability http://joannewolcott.blogspot.com
38. 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 Failure frequency Service dependability Out of pocket cost http://joannewolcott.blogspot.com
39. 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 http://joannewolcott.blogspot.com
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41. Answer to question 10 Letter A-Failure frequency http://joannewolcott.blogspot.com
42. Chapter 13 Questions Josephine Anne Wolcott December 10,2010 http://joannewolcott.blogspot.com
