11. In SPC, the distribution of sample means

1) Cannot be approximated by normal distribution.

2) Will have greater variability than the process distribution.

3) Will have a mean greater than the process distribution as a function of the sample size.

4) Is exactly like the original distribution under all circumstances.

5) None of the above is true.

15. Which of the following statements is true?

1. Training of Service Personnel is a criterion for evaluating the explicit servicesfeature of the service package.
2. The fact that services are labor intensive ensures that the service is fair and equal for all customers.
3. From a marketing perspective, services, unlike goods, involve transfer of ownership.
4. Little or no interaction between customer and service provider is required when the service is customized.
5. None of the above is true.

16. Which of the following is not an advantage of reducing the divergence of a service process?

1. Improved productivity.
2. Uniformity.
3. Greater flexibility.
4. Reduced costs.
5. Permits a production-line approach to service design.

22. According to customers, __________ is the most important dimension of service quality?

1. Prompt service
2. Courtesy of employees
3. The attractiveness of the service facility
4. The dependability and accuracy of the service.

e. Assurance that prompt attention will be given to the customer

23. Companies often manage the evidence. For example, a motel will place a plastic liner on the toilet seat to show that it has been cleaned. Which 'GAP' is this activity attempting to close?

1. GAP 5: difference between what customers expect and what they perceive.
2. GAP 4: difference between what is provided and what customers think is provided.
3. GAP 3: difference between what management wants to provide and what is actually provided.
4. GAP 1: difference between what customers want and what management thinks they want.
5. GAP 2: difference between design the customers wanted and what management was able to develop.