1. What component of service quality is being demonstrated when the staff at Tap & Barrel provide prompt service?
a. reliability
b. assurance
c. responsiveness
d. tangibles
e. empathy

2. What type of service process is being carried out at Tap & Barrel?
a. mental stimulus processing
b. people processing
c. information processing
d. food processing
e. possession processing

 

3. Which gap in the service quality model is being represented when the customers of the Tap & Barrel receive a different level of service than they are expecting?
a. gap 1
b. gap 2
c. gap 3
d. gap 4
e. gap 5

 

4. The management at the Tap & Barrel treats their employees as customers. What is this an example of?
a. process strategy
b. relationship marketing
c. internal marketing
d. service quality
e. people strategy

 

5. The staff at the Tap & Barrel can't serve beer or prepare food until the customer arrives. What service characteristic is this an example of?
a. heterogeneity
b. inseparability
c. intangibility
d. responsiveness
e. perishability