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Features vs Performance Characteristics Quiz

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Features vs Performance Characteristics Quiz

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Questions and Answers

What do features involve?

Subjective and immeasurable attributes

Unclear and intangible aspects

Unobservable and ambiguous characteristics

Objective and measurable attributes (correct)

Which of the following best represents conformance as a quality dimension?

Ignoring established standards for creative freedom

Meeting the standard set in service product design (correct)

Exceeding customer expectations with innovative services

Focusing solely on subjective customer perceptions

How do guests assess reliability when receiving a promised service?

By ensuring the service exceeds their expectations

By verifying that the service is provided as promised (correct)

By evaluating the service's cost-effectiveness

By gauging the uniqueness of the service provided

What aspect of promised service is crucial in evaluating reliability?

Timeliness in delivering the service Signup and view all the answers

What does conformance as a quality dimension emphasize?

Consistency in meeting established standards Signup and view all the answers

What is the primary purpose of specifications in service products?

To serve as targets to be met in a specific service product Signup and view all the answers

How does the dimension of durability differ between goods and services?

Durability is more easily measured in goods than services Signup and view all the answers

What is the primary concern of guests when it comes to the serviceability of a service product?

The speed and competence of the repair process Signup and view all the answers

Which of the following is NOT a key dimension of service product quality mentioned in the text?

Aesthetics Signup and view all the answers

How does the dimension of serviceability differ between goods and services?

Serviceability is more inclined toward goods rather than services Signup and view all the answers

Which of the following is NOT a characteristic of a service product according to the text?

Durable Signup and view all the answers

What does the concept of inseparability mean in the context of service delivery?

The service provider and the customer cannot be separated during the service delivery process. Signup and view all the answers

What is the main implication of the perishable nature of a service product?

The service provider must have a well-trained sales team to ensure that all available capacity is sold. Signup and view all the answers

What is the key factor that determines the quality of a service according to the text?

The expectations of the customer. Signup and view all the answers

Which of the following service product attributes is NOT mentioned in the text?

Durability Signup and view all the answers

What is the main implication of the heterogeneous nature of a service product?

The service provider must be highly skilled to ensure consistent quality. Signup and view all the answers