Chapter 11 Questions

Ch 11
1.1
Service providing industries account for the largest numbers. Yes the numbers support the information in this chapter.
2.1
Some intangibles for a bank would be APRs, APYs,locations of branches, locations of ATMs, benefits that come with having a savings account or a checking account, are free checks available, does it cost anything to open accounts? Can I get change for my business at anytime? What are the hours, are they convenient?
3.1
Movie Theater
Gap 1: customers’ expectations-management’s perception of those expectations
My expectations for going to the movie theater were to see a movie, be able to see it and hear it, have a clean area to view it in and have a quiet environment. Management’s perceptions of these expectations is fairly similar.
Gap 2: Management’s perception of what the customer wants and specifications for service quality
Management believes that customers want options for movies to see, times to see them, comfortable seating, loud enough, able to see the movie, have snacks for during the movie and facilities to use during the movie at a reasonable price.
Gap 3: service quality specifications and delivery of the service
The movie theater is pretty good at what they do, their employees kept the lines moving swiftly, provided plenty of times and theaters for viewing movies and the theaters were clean, all employees seemed to be doing their jobs accordingly.
Gap 4: service delivery and what the company promised to the customer through external communication
External communication was only the advertising of what movies were playing when and that was fulfilled.
Gap 5: customers’ service expectations and their perceptions of service performance
Overall a typical, successful trip to the theater. I didn’t have to wait in long lines, I was able to get to the movie I wanted at a time that worked for me and they had hot buttery popcorn for me! :)