Please answer the following multiple choice

1. In the service quality model, a conformance gap occurs when

a. services do not meet the service standards set by management.

b. services do not meet the service expectations and deliveries set by management.

c. services do not meet the customers expectations for service standards.

d. all of the above are true.

2. Which of the following is NOT true about a walk-through audit?

a. Surveys are completed at the customers convenience.

b. It focuses on five dimensions of a service package.

c. It emphasizes the evaluation of each stage of delivery.

d. Surveys are usually conducted by operations personnel.

3. The cost of scrapped reports and forms is categorized under which of the following types of quality cost?

a. equipment use cost

b. external failure cost

c. internal failure cost

d. detection cost

4. In terms of incorporating quality in the service package, interpersonal skills of the employees is an example of

a. explicit services.

b. implicit services.

c. information services.

d. supporting facilities.

5. Service recovery expectation is set by which of the following factors?

a. previous service failure experience

b. severity of failure

c. customer loyalty

d. all of the above

6. Services managers at Tim Hortons read customers complains every day and react to customers individually to improve their service. This is an example of which of the following service recovery approaches?

a. case-by-case

b. early intervention

c. substitute service

d. systematic response