MAR 4841 Exam 1 Questions & Answers 2024/2025
Customer Perceptions of Quality and Customer Satisfaction - ANSWERS
Factors Influencing customer satisfaction - ANSWERS•Product/service quality
•Specific product or service features
•Consumer emotions
•Attributions for service s...
Outcomes of
Customer Satisfaction - ANSWERS•Increased customer retention
•Positive word-of-mouth communications
, •Increased revenues
Service Quality - ANSWERSThe customer's judgment of overall excellence of the service provided in
relation to the quality that was expected. Service quality assesments are fromed on judegments of:
Outcome, interaction, and physical quality
Service quality assessments are formed on judgments of: - ANSWERS*outcome quality *interaction
quality *physical environment quality
The Five Dimensions of Service Quality (RATER) - ANSWERS*Reliability *Assurance *Tangibles *Empathy
*Responsiveness
SERVICE QUALITY Attributes - ANSWERS*Reliability *responsiveness *assurance *empathy *tangibles
The Service Encounter - ANSWERS--is the "moment of truth"
--occurs any time the customer interacts with the firm.
--can potentially be critical in determining customer satisfaction and loyalty.
types of encounters: - ANSWERSremote encounters, phone encounters, face-to-face encounters
Common Themes in Critical Service Encounters Research - ANSWERS*recovery *adaptability *coping
*spontaneity
Evidence of Service from the Customer's Point of View - ANSWERSDifferent PEOPLE, PROCESSES and
PHYSICAL EVIDENCE
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