1."Improving skills among contact employees" is an effective customer-defined service standard.
A. TRUE
B. FALSE
2."Answering questions promptly" would be an example of a hard customer-defined standard.
A. TRUE
B. FALSE
3."Having more room in your airplane seat" would be an example of a soft customer-defined standard.
A. TRUE
B. FALSE
4.A pharmacy that installs a computer system that automatically checks to see if a new prescription is compatible with other medication a customer is currently taking has used a one-time fix.
A. TRUE
B. FALSE
5.A customer's overall service quality evaluation is the accumulation of evaluations of multiple service experiences.
A. TRUE
B. FALSE
6.Setting a service standard in broad conceptual terms is ineffective because the standard is difficult to interpret, measure and achieve.
A. TRUE
B. FALSE
7.The two research menthods used to document customers' opinions about whether service performance met the standards established are benchmarking and critical incident surveys.
A. TRUE
B. FALSE