1. A value proposition sometimes fails and drives switching behaviour in any of three

main areas:

a. staff, service recovery, ethical problems

b. servicescape, convenience, quality

c. product attributes, quality, service climate

d. pricing, convenience, competition

e. warranties, guarantees, service catastrophe

2. Blueprinting may be used:

a. to determine the location of fail points in a customer service process

b. to illustrate the moment of truth

c. to identify the causes of quality problems

d. to calculate the return on quality

e. the show the best layout for customer interaction

3. The following are dimensions of service quality except:

a. security and access

b. validity

c. relativity and courtesy

d. tangibles and competence.

e. understanding the customer

4. The Broadstripe Service Guarantee is an example of:

a. single attribute guarantee

b. full satisfaction guarantee

c. combined guarantee

d. multi-attribute guarantee

e. money back guarantee

5. MidwayUSA, which won the Baldrige award in 2021 for services used:

a. session replay technology

b.an open door policy

c. money back warranties

d. b and c

e. a and b

6. All of the following are characteristics of services except:

a. inseparability

b. perishability

c. intangibility

d. quality cannot be measured

e. variability in delivery