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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A. Comment card
B. Guest focus groups
C. Mystery shoppers
D. None of these
A. True
B. False
A. General performance
B. Specific performance
C. Both a & b
D. None of these
A. Management by walking around
B. Mystery shoppers
C. Process strategies
D. Both a & b
A. Hired
B. House person
C. Both possible
D. None of these
A. True
B. False
A. Service guarantee
B. SERVQUAL
C. Structured guest interviews
D. None of these
A. Service guarantee
B. SERVQUAL
C. Structured guest interviews
D. None of these
A. Professionally developed
B. Validated questions
C. Both a & b
D. None of these
A. Service experience
B. Guest satisfaction
C. Service encounter
D. Employee’s skills
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
A. Process of elimination
B. Comparing service failures
C. Company service standards
D. Process strategy
A. A service fix
B. Employee walk thru
C. Management by walking around
D. Employee by walking around
A. Standards
B. Methods
C. Formulas
D. Quality service standards
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.
A. Setting employee behavior standards
B. Setting job performance standards
C. Monitoring quality service standards
D. Creating an effective training program
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
A. Guest comments, employees
B. Employee’s comments, the owner of organizations
C. The manager, guest’s comments
D. Managerial observations, employees
A. Customer is always right
B. Comp meal
C. Complimentary service
D. Service guarantee
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.
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.
A. Extensive
B. Intrinsic
C. Rich
D. Extrinsic
A. Semi-structured interview
B. Structured interview
C. Unstructured interview
D. Case study interview
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