Quiz
INMGT 325- Chapter 3 Quiz
Questions in this quiz (20)
1
The internal customers of a company are those people who ultimately purchase and use the company’s products.- ATrue
- BFalse
2
In the context of the gap model, a customer will be satisfied when the expected quality of a product is higher than the actual quality.- ATrue
- BFalse
3
Customers who are merely satisfied may often purchase from competitors because of convenience, promotions, or other factors.- ATrue
- BFalse
4
Affinity diagram is a tool that can be used by organizations to:- AMeasure the response of customers by allowing them to express their degree of satisfaction on a five-point scale.
- BTrain their employees on service recovery.
- CStreamline their communication process with the customers.
- DGather and organize a large number of ideas or facts.
5
According to the classification system proposed by Juran, customers who belong to the group of ‘the vital few’:- Acan be targeted through mass marketing strategies.
- Bhave needs and requirements that differ from general customers.
- Cneed only standardized attention as a group.
- Ddeserve special attention on an individual basis.
6
The “conformance” dimension of a service depends on the ability of the service provider to provide what was promised to the customers, dependably and accurately.- ATrue
- BFalse
7
Internal customers of an organization are those people who:- Aare not a part of the organization but sell resources to the organization so that the organization can produce it products
- Bare a part of the organization who provide inputs and help to create outputs for customers.
- Care not a part of the organization but are involved in the supply of the organization’s products to the consumers.
- Dare the end users of a company’s products or services.
8The ASQ Quality Glossary defines customer _____ as “the result of delivering a product or service that meets customer requirements.”
- AEnrichment
- BEngagement
- CSatisfaction
- DLoyalty
9
According to the Kano Model, new or innovative features that customers do not expect or even anticipate, fall under the category of _____.- AContinuous improvements
- BSatisfiers
- CDelighters
- DDissatisfiers
10
Customer-focused organizations consider complaints as opportunities for improvement as:- Aeffectively resolving complaints increases customer loyalty and retention.
- Bit allows them to reduce the cost of research and development because they come to know about potential features through customers.
- Cit helps employees understand what it feels like to be a customer.
- Dit allows them to test the aptitude and efficiency of their employees in handling customer complaints.
11
The customer satisfaction measurement of “customer perceived value” focuses more on loyalty than on customer satisfaction.- ATrue
- BFalse
12
According to the dimensions of quality, as suggested by David A Garvin, _____ refers to the probability of a product’s surviving over a specified period of time under stated conditions of use.- ADurability
- BConformance
- CServiceability
- DReliability
13
The _____ dimension of the quality, as suggested by David A. Garvin, refers to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable.- AAssurance
- BDurability
- CServiceability
- DReliability
14
According to the Kano Model, "satisfiers" are the basic requirements that customers expect in a product or service which are generally not stated by customers but assumed as given.- ATrue
- BFalse
15
Complaints allow an organization to learn about product failures and service problems, particularly the gaps between expectations and performance.- ATrue
- BFalse
16
Which of the following is true of the "customer perceived value" measurement used by organizations to measure customer satisfaction?- AIt measures customer satisfaction based on the likelihood of customers recommending the product to other customers.
- BIt focuses more on customer satisfaction than on customer loyalty.
- CIt measures how customers assess benefits of the product against costs in making purchase decisions.
- DIt takes into consideration only existing customers and not potential buyers.
17
Customer-focused organizations empower their front-line people to do whatever is necessary to satisfy a customer.- ATrue
- BFalse
18
According to the Kano Model, the basic requirements that customers expect in a product and which are generally not stated by customers but assumed as given, fall into the category of _____.- AExciters
- BSatisfiers
- CDissatisfiers
- DDelighters
19
Customer satisfaction or dissatisfaction takes place during moments of truth.- ATrue
- BFalse
20
Which of the following dimensions of quality, as suggested by David A Garvin, refers to the degree to which physical and performance characteristics of a product match pre-established standards?- AReliability
- BPerformance
- CConformance
- DDurability
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- Business/Economics Quiz on INMGT 325- Chapter 3 Quiz, created by Kelly Jablonski on 17/02/2020.
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- Kelly Jablonski
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- English
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