Question

question 5 (1 point)
listen
service quality is consistently meeting or exceeding customer expectations (external focus) and service - delivery system performance criteria (internal focus) during all service encounters.
true
false
question 6 (1 point)
listen
the gap model helps managers analyze goods and services and the processes that make and deliver them to identify and close the largest gaps and improve performance.
true
false
question 7 (1 point)
listen
which of the following definitions of quality is proposed by joseph m. juran?
quality means conformance to requirements.
quality is fitness for use.
a product or a service possesses quality if it helps somebody and enjoys a good and sustainable market.
a product or a service possesses quality if it consistently exceeds customer expectations.
question 8 (1 point)
listen
_____ costs are costs incurred as a result of unsatisfactory quality that is found before the delivery of a good or service to the customer.
prevention
appraisal
internal failure
external failure

Explanation:

• Question 5: Service quality indeed involves meeting or exceeding customer expectations (external) and internal - system performance criteria. So it's true.
• Question 6: The GAP model is used by managers to analyze goods, services, and their processes to identify and close performance gaps. So it's true.
• Question 7: Joseph M. Juran defined quality as fitness for use.
• Question 8: Internal failure costs are incurred due to unsatisfactory quality found before delivery to the customer.

Answer:

Question 5: True
Question 6: True
Question 7: Quality is fitness for use.
Question 8: Internal failure