Reference no: EM131232848

Read the case below and answer the corresponding questions. When Wegmans earned Fortune's coveted Best Company to Work For award, it noted that part of its success as a retailer stems from its success as an employer. In the past 20 years, Wegmans has awarded more than $54 million in college scholarships to both full-time and part-time employees. On a different educational front, employees who work in the meat and fish departments must graduate from a "university" program that takes between 30 and 55 hours and assists them in furthering their careers. Furthermore, because Wegmans prides itself on its customer service and satisfaction, it encourages its employees to assist customers in any way they see fit, without the approval of a supervisor. For example, one customer purchased the largest turkey Wegmans had for Thanksgiving and then discovered it was too large to cook at home. A Wegmans employee cooked the turkey for the customer without charge. In another case, a woman was looking for a particular item in the store. When the employee could not find the item immediately, the customer said, "Go on back to whatever you were doing." A few minutes later, the employee found the customer in another section of the store and exclaimed, "There you are! I finally found it!" The employee took the time away from her current task to help a customer, even after she was no longer expected to be of assistance. Wegmans offers far more than the traditional supermarket—a service bonanza. Drop off your child at the in-store daycare center. Saunter through the bookstore for Oprah's newest book club recommendation. Drop off your dry cleaning and overdue video rental. Visit the café, complete with a seafood bar where you can sip a glass of wine while your dinner is cooked to order. When you tire of browsing the flower and international newspaper sections, you can finally start on your grocery list. However, before you run through the checkout, do not forget to pick up that bottle of champagne the cheese shop attendant told you would complement the white Castello cheese she handpicked for you.

1) Wegmans' excellent ________________ far exceeds customer expectations, especially for a grocery store chain.

A) Service Expectations

B) Customer Communcation

C) Customer Allegiance

D) Customer Contact

E) Customer Services

2) ___________ suggests that services are different from products because the consumption experience may be different every time. Wegmans is trying to reduce this by giving all customers positive experiences.

A) Tangibility

B) Empathy

C) Perishablity

D) Variability

3) Wegmans is developing a ___________________, compared with other grocery retail outlets, based on its exceptional customer service.

A) Sustainable Competitive Advantage

B) Service Gap

C) Service Promise

D) Marketing Plan

E) Competitive Orientation

4) Wegmans sends its employees in its fish and meat department to a "university" program to become experts on its product categories. This helps to increase ______________, one of the foundations of service quality.

A) Tangibles

B) Empathy

C) Assurance

D) Expectations

E) Perfection

5) The ambience of the café located inside Wegmans is an example of a(an) ____________ component of Wegmans’ service quality strategy

A) Assurance

B) Tangible

C) Reliable

D) Production

E) Perishable