1. In the context of service quality, which of the following statements is true of reliability?

a. It involves providing prompt service to customers.

b. It involves being caring and paying individualized attention to customers.

c. It refers to the knowledge and courtesy of employees.

d. It is performing the service right the first time.

2. Which of the following statements is true of today's marketplace?

a. Companies that focus on supply chain management commonly report high inventory costs.

b. Supply chain management reflects a completely employee-driven management philosophy.

c. Standardized products are "pushed" down through marketing channels to consumers.

d. Businesses focus on partnering with members of the supply chain to enhance customer value.

3. According to the gap model of service quality, the gap between the service that customers receive and the service they want:

a. is the result of a lack of understanding or a misinterpretation of the customers' needs, wants, or desires.

b. is the result of management's ability to translate customers' needs into delivery systems within the firm.

c. can be positive or negative depending on the quality of service that was provided.

d. can be closed by including misleading advertising campaigns promising more than the firm can deliver.