1. Which of the following statements depict the meaning of "total" in the term TQM? a) The total of all efforts put by the employees towards quality b) Total satisfaction of the customers about a company's products and services c) Ensuring every supplier follows quality practices in their work place d) Making quality happen everywhere in an organization by involving everyone 2. A firm distributed a brochure with tall promises about its services. It could not meet these in reality, leaving a number of customers disappointed. In the context of the five gaps model, whcih gap was responsible for service quality failure in this case? a) Gap 4 b) Gap 1 c) Gap 2 d) Gap 3 3. Which of the following are considered as assignable causes that could produce defects in a process? a) Humidity levels increased on account of rain b) Workers attending to the guests in a hotel were upset on account of a recent guideline issued by the management c) The cutting tool in a machine was replaced recently d) All of the above
1. Which of the following statements depict the meaning of "total" in the term TQM? a) The total of all efforts put by the employees towards quality b) Total satisfaction of the customers about a company's products and services c) Ensuring every supplier follows quality practices in their work place d) Making quality happen everywhere in an organization by involving everyone 2. A firm distributed a brochure with tall promises about its services. It could not meet these in reality, leaving a number of customers disappointed. In the context of the five gaps model, whcih gap was responsible for service quality failure in this case? a) Gap 4 b) Gap 1 c) Gap 2 d) Gap 3 3. Which of the following are considered as assignable causes that could produce defects in a process? a) Humidity levels increased on account of rain b) Workers attending to the guests in a hotel were upset on account of a recent guideline issued by the management c) The cutting tool in a machine was replaced recently d) All of the above
Chapter13: Services Marketing
Section: Chapter Questions
Problem 5DYMP
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1. Which of the following statements depict the meaning of "total" in the term TQM?
a) The total of all efforts put by the employees towards quality
b) Total satisfaction of the customers about a company's products and services
c) Ensuring every supplier follows quality practices in their work place
d) Making quality happen everywhere in an organization by involving everyone
2. A firm distributed a brochure with tall promises about its services. It could not meet these in reality, leaving a number of customers disappointed. In the context of the five gaps model, whcih gap was responsible for service quality failure in this case?
a) Gap 4
b) Gap 1
c) Gap 2
d) Gap 3
3. Which of the following are considered as assignable causes that could produce defects in a process?
a) Humidity levels increased on account of rain
b) Workers attending to the guests in a hotel were upset on account of a recent guideline issued by the management
c) The cutting tool in a machine was replaced recently
d) All of the above
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