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

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Question 41

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What is provider gap 3 of the gaps model of service quality?

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The difference between the dev...

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Question 42

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Which of the following is NOT a source of customer expectations?

A) Word-of-mouth communication
B) Advertising
C) Pricing
D) Sales promises
E) Target market

F) C) and E)
G) A) and C)

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Question 43

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Deficiencies in human resources management policies will broaden provider gap 3.

Discuss the two major ways that technology has influenced the customer gap.

Provider _____ is the difference between service delivery and the service provider's external communications.

In order to get an accurate cholesterol reading,an individual must fast for at least eight hours before the test.When you schedule a cholesterol test at your doctor's office,you will receive a brochure that will explain the fasting and why it is so very necessary.Providing this sort of educational literature to patients is one way doctors try to narrow provider _____ of the gaps model of service quality.

Telepizza S.A.is a Spanish pizza restaurant chain that offers children membership in its magic club.The magic club gives its members small prizes,usually simple magic tricks,with each order their parents place.Telepizza's use of a frequency marketing program has allowed it to narrow provider _____ of the gaps model of service quality.

Inadequate vertical communications will broaden provider gap 4.

Olivia and Ian were due to be wed last March when a tornado blew down the church where the wedding was to be held.Even though the wedding was postponed and they risked losing over one thousand dollars in deposits,they were not worried because they had purchased wedding insurance.The salesperson had guaranteed they would have a perfect wedding no matter what happened.When Ian called the insurance agent,he learned that the policy did not provide coverage if the wedding was postponed due to an act of nature such as a tornado.In this case,provider _____ of the gaps model of service quality was apparent as their "perfect wedding" did not happen as promised.

The 25^th Hour Inc.is a business that runs errands for people.Its employees have been called in to care for a toddler when her mother went into labor,to buy groceries for a mother who wanted to attend her child's soccer game and to decorate for parties.If any customer is not completely happy with the service The 25^th Hour provides,its employees are told to immediately refund the customer's money (less any expenses) as soon as the complaint is made known.This sort of service recovery policy helps to narrow provider _____ of the gaps model of service quality.

Improved upward communication can be used to narrow provider gap 1.

List two examples of sources of customer expectations over which the marketer has limited control.

In India weddings are timed to occur when Venus is in the ascendant and Jupiter is strong.This day is deemed lucky.In 2005,almost 15,000 couples in New Delhi had their wedding on December 25,the day astrologers announced would be the best day for a wedding.It is very likely that wedding planners in New Delhi have difficulty narrowing provider ______ of the gaps model of service quality due to their inability to match supply and demand.

List three sources of customer expectations that are market-controlled factors.

The _____ gap is the difference between customer expectations and perceptions.

The use of transactional marketing will tend to narrow provider gap 1.

Briefly describe the four provider gaps that are the underlying causes behind the customer gap.

What is the key to closing the customer gap?

On which of the provider gaps do the actions of retailers,franchisees,agents and brokers have the greatest impact?

Frequent travelers on airlines know one of the costs of traveling is damaged baggage,but they also know that each airline will either repair or replace any luggage damaged by its baggage handlers.The ability to count on this service in the event a handle is torn off or the side of a bag is gashed helps the airlines narrow provider _____ of the gaps model of service quality.