In evaluating the quality of a service, Nick noticed the staff was very knowledgeable and were able to explain all of the options clearly. This evaluation is based on the _____ component of service quality. A.empathy B.reliability C.assurance D.responsiveness
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In evaluating the quality of a service, Nick noticed the staff was very knowledgeable and were able to explain all of the options clearly. This evaluation is based on the _____ component of service quality.
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- Which of the following is not one of the dimensions of service quality?Reliability a. Responsibility b. Assurance c. Empathy d. All of these are dimensions of service quality.When it is stated that a service driven company should redefine what the service should be, what is being suggested? Select one: a. The customer doesn't know what they want (size, weight, cost, etc.) b. The customer doesn't know how to ask for service improvement (cost, features, reliability, etc.) c. The customer may really want subtle features (fairness, features, information, etc.) d. The customer may really need some form of discount (less money, more service, or both)Dimensions of service quality:1. Reliability2. Assurance3. Tangibles4. Empathy5. Responsiveness explain in 1 paragraph (200 words)
- 13.You are at Disney with yodr family and the Space Mountain roller coaster breaks down.You are stuck in the dark and scared at the top of Space Mountain for hours and can't get down untili they repair it. What type of service recovery response should Disney use based on their service recovery model? a."Red Carpet" b.Empathy c.Fix It! d. " Hero" e. Let's Roll!The unit manager is exploring the adoption of an electronic health records (EHRs). She is developing an evaluation tool for an objective assessment of each product. What is most important for the manager to include for assessing the functionality of each product? a. Survey other health care organizations using EHRs to determine which one to select. b. The ability to integrate patient information from multiple sources for more effective clinical decision-making. c. List the products being considered and have the staff vote to adopt one product. d. Arrange for the unit staff to review a promotional video for each product and have the staff decide on what to select.Provide relevant examples using one business organization of the (5) components of service quality. Please help tangibility reliability assurance responsiveness empathy
- What are the benefits and drawbacks of offering a guarantee on the quality of the service?Which dimension of service quality refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence? O assurance O special features O service reliability empathy O responsivenessSuppose you are going to have a prescription filled at a local pharmacy. Referring to the listed dimensions of service quality, match an example of how you would judge the quality of the service with each given dimension. Note: Each answer choice will only be used once. Dimensions 1. Tangibles 2 Convenience 3. Reliability 4 Responsiveness 5. Time 6. Assurance 7. Courtesy 8. Consistency 9. Expectations Examples Appearance of the pharmacy and the staff Friendliness of the server How long did you have to wait? Is the prescription correctly filled?
- 8-If you select a physician based solely on reputation, you are basing your decision on which of the following dimensions of service quality ? a .Responsiveness B.Assurance C.Tangibles D.Empathy E.Service reliabilityIf “Most services are characterized by an encounter between a service provider and a customer” (Bordoloi, p. 95), then “This interaction, which defines the quality of the service in the mind of the customer, is called a ‘moment of truth’ (Bordoloi, p. 95). It is this “moment in time” when your customer “is evaluating the service and forming an opinion of its quality” (Bordoloi, p. 95). Each of these “moments of truth” is an opportunity “to influence the customer’s perceptions of the service quality” (Bordoloi, p. 95). What does this look like in your current or futurebusiness model? Describe some of your current or expected moments of truth. Once you have answered that, how will you continually change the “mind of the customer” to make sure these moments of truth positively impact your organization?Propose an explicit service guarantee for a fast-food restaurant. Clearly explain why you included the features of your service guarantee (maximum of one page). Do you think that a restaurant would adopt it? Why or why not?