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Multiple Choice Quiz
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1
Standardization of services occurs through:
A)substitution of technology for personal contact and human effort
B)organizational flattening
C)employee encroachment
D)division of labor and specialization
E)autonomous management
2
What is wrong with the following service goal posted in a restaurant: “Do not keep customers waiting too long to be served?”
A)It is too formal.
B)It is not actionable.
C)It is not specific enough.
D)It does not reflect the goal of the restaurant, which is to provide service quality.
E)It is not responsive to customer needs.
3
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
4
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.
A)reactive
B)proactive
C)informal
D)hard
E)soft
5
Which of the following is an example of a behavior and action that defines the performance expected by customers?
A)cost estimate is price customer pays
B)fixes the product right the first time
C)delivers the product on the promised date
D)greets customers within 5 minutes of entering the store
E)all of the above
6
Which of the following is NOT an example of a hard measurement?
A)number of times a service guarantee is invoked
B)length of time spent on service calls
C)satisfaction with reservation process
D)length of time it takes to resolve complaints
E)percentage of packages delivered after the promised date
7
After determining that reliability was a major concern for its customers, a pest control company translated customer expectations into behaviors and actions for its monthly sprayings of homes and businesses. Having accomplished that, the pest control company needs next to:
A)prioritize the behaviors and actions for which customer-defined standards will be set
B)develop feedback mechanisms for measurement of standards
C)decide whether hard or soft standards are appropriate
D)establish measures and target levels for standards
E)track behaviors and actions against existing standards
8
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?
A)translating customer expectations into behaviors and actions for each service
B)tracking measures against standards
C)electing behaviors and actions for standards
D)establishing measures and target levels for standards
E)deciding whether hard or sod measures are appropriate





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