UNIVERSITY OF TECHNOLOGY, JAMAICA

SCHOOL OF BUSINESS ADMINISTRATION

MODULE: SERVICE OPERATIONS MANAGEMENT

CODE: POM3030

Unit 6 – Service Quality

« Review Questions »

1. What factors define customer service? Name and describe the three sources of expectations.

2. What are the dimensions of service quality? Explain in detail. How do customers use these
dimensions?

3. Measuring the gap between expected service and perceived service is a routine customer
feedback process that is practiced by leading service companies. Explain each gap in detail,
using the service quality gap model.

4. Describe service quality. What is the name of the multi-item scale used to measure the five
dimensions of service quality? Describe it in detail.

5. Define service package. List and describe the dimensions of the service package, using an
example/s.

6. With the use of examples, explain Taguchi and Poka Yoke in detail.

7. Define and explain Quality Function Deployment. What are the steps involved?

8. Describe the Walk through Audit. How is it designed and administered? What are the
implications for management?

9. Explain Service Recovery, describe the framework. Name and explain the approaches.