Measuring and Managing Service Delivery MCQs

Measuring and Managing Service Delivery MCQs

Answer these 20+ Measuring and Managing Service Delivery MCQs and assess your grip on the subject of Measuring and Managing Service Delivery.
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1: Which method is used for obtaining guest feedback, often in the form of a postcard, enabling guests to rate the quality of the guest experience ?

A.   Comment card

B.   Guest focus groups

C.   Mystery shoppers

D.   None of these

2: Guest focus groups provide in-depth information on how guests view the service they receive.

A.   True

B.   False

3: Job performance standards can help ensure success by providing employees with clear and _______ expectations .

A.   General performance

B.   Specific performance

C.   Both a & b

D.   None of these

4: Managers walk around observing the operation firsthand, looking for problems or inefficiencies, talking to guests and employees, and offering suggestions is known as ________ .

A.   Management by walking around

B.   Mystery shoppers

C.   Process strategies

D.   Both a & b

5: Mystery shoppers are a _______ who poses as a guest, methodically sampling the service and its delivery.

A.   Hired

B.   House person

C.   Both possible

D.   None of these

6: Process strategies means comparing what is happening in the service experience against what is supposed to happen .

A.   True

B.   False

7: An organization’s written promise either to satisfy guests or to compensate them for any failure to satisfy is known as _______ .

A.   Service guarantee


C.   Structured guest interviews

D.   None of these

8: _______measures customer perceptions of service quality along five dimensions: reliability, responsiveness, assurance, empathy, and tangibles.

A.   Service guarantee


C.   Structured guest interviews

D.   None of these

9: Structured guest interviews involving a standard set of ________ designed to gather guest perceptions of service quality.

A.   Professionally developed

B.   Validated questions

C.   Both a & b

D.   None of these

10: Each guest determines the quality and value of the ______.

A.   Service experience

B.   Guest satisfaction

C.   Service encounter

D.   Employee’s skills

11: Which of the following is considered a key to creating a flawless guest experience?

A.   Know what works in an organization

B.   Know the target market

C.   Know what errors are being made in the organization

D.   Minimize the wait time

12: What is considered a means of comparing what is happening against what is supposed to happen?

A.   Process of elimination

B.   Comparing service failures

C.   Company service standards

D.   Process strategy

13: Sara is eating at “The Triangle” a new hip niche restaurant in New York City specializing in farm to table. After receiving her meal, she is unhappy because some of her food seems to be rotten. An employee comes over and asks how her dinner is, she simply replies, “All right,” but the waiter knows that something is wrong due to her look of unhappiness. The waiter immediately asks the manager to ask Sara what they can do to make her experience better. This is an example of

A.   A service fix

B.   Employee walk thru

C.   Management by walking around

D.   Employee by walking around

14: The ______ designed to assess quality while service is being provided are intended to ensure the success of individual service experiences.

A.   Standards

B.   Methods

C.   Formulas

D.   Quality service standards

15: A primary advantage of management observation for measuring service quality is

A.   The observational results have statistical validity.

B.   It is simple and inexpensive.

C.   Employees perform better when they know they are being observed.

D.   Employees can be monitored without their knowledge.

16: How can the organization help ensure success?

A.   Setting employee behavior standards

B.   Setting job performance standards

C.   Monitoring quality service standards

D.   Creating an effective training program

17: Job performance standards are

A.   Performance expectations for each major duty associated with employees’ jobs

B.   Employees’ personal expectations for themselves

C.   The organization’s long-term goals

D.   Rules to be followed for employee behavior on the job

18: While valuable information can be obtained from ______, ______ should be even more aware of how well the service is being delivered.

A.   Guest comments, employees

B.   Employee’s comments, the owner of organizations

C.   The manager, guest’s comments

D.   Managerial observations, employees

19: Which best describes an organization’s written promise to either satisfy guests or to compensate them for any failure?

A.   Customer is always right

B.   Comp meal

C.   Complimentary service

D.   Service guarantee

20: Which of the following is an advantage of a guarantee for the organization?

A.   It forces managers to supervise the guest experience carefully.

B.   It forces employees to worry about the guest experience.

C.   It pinpoints exactly where the service failed.

D.   It saves the organization money.

21: Which of the following is a disadvantage of service guarantees?

A.   Customers will still be just as unsatisfied.

B.   Employees will not honor it.

C.   The company is missing out on money.

D.   Regardless, it is a loss for both the organization and guests involved because it is not acceptable to have service failures in an operation.

22: Face-to-face guest interviews provide ______ information.

A.   Extensive

B.   Intrinsic

C.   Rich

D.   Extrinsic

23: Which term best describes an interview that is conducted according to a set pattern, usually involves a standard set of professionally developed questions designed to gather guest perceptions of service quality?

A.   Semi-structured interview

B.   Structured interview

C.   Unstructured interview

D.   Case study interview

24: Which of the following is NOT a guideline for the development of comment cards according to Bartkus and colleagues?

A.   Limited number of questions

B.   Make introductory statements brief and neutral

C.   For close-ended questions, use at least three clearly labeled response points

D.   Include a secure return mechanism