Podcast
Questions and Answers
What do features involve?
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?
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?
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?
What aspect of promised service is crucial in evaluating reliability?
What does conformance as a quality dimension emphasize?
What does conformance as a quality dimension emphasize?
What is the primary purpose of specifications in service products?
What is the primary purpose of specifications in service products?
How does the dimension of durability differ between goods and services?
How does the dimension of durability differ between goods and services?
What is the primary concern of guests when it comes to the serviceability of a service product?
What is the primary concern of guests when it comes to the serviceability of a service product?
Which of the following is NOT a key dimension of service product quality mentioned in the text?
Which of the following is NOT a key dimension of service product quality mentioned in the text?
How does the dimension of serviceability differ between goods and services?
How does the dimension of serviceability differ between goods and services?
Which of the following is NOT a characteristic of a service product according to the text?
Which of the following is NOT a characteristic of a service product according to the text?
What does the concept of inseparability mean in the context of service delivery?
What does the concept of inseparability mean in the context of service delivery?
What is the main implication of the perishable nature of a service product?
What is the main implication of the perishable nature of a service product?
What is the key factor that determines the quality of a service according to the text?
What is the key factor that determines the quality of a service according to the text?
Which of the following service product attributes is NOT mentioned in the text?
Which of the following service product attributes is NOT mentioned in the text?
What is the main implication of the heterogeneous nature of a service product?
What is the main implication of the heterogeneous nature of a service product?
