Exam 8: Service Recovery

What are poka-yokes?

The recovery paradox states that all recovery service efforts deepen the long-term relationship between the customer and the service provider.

________ refers to the actions taken by an organization in response to a service failure.

Which service dimension is most important if the service provider has made the service failsafe as its primary service recovery strategy?

An effective service guarantee would never be described as:

The empowerment of employees is a useful tool in service recovery.

When its sales were declining, Canadian Airline conducted a marketing survey to understand the expectations of the business traveler, its target market. It learned business travelers resent that they are bosses in their own offices but are totally controlled by the whims of the airlines when they travel. If Canadian Airline had only surveyed former customers who were still in their database, it would have used which service recovery strategy?

Kate recently learned to play golf. Last week, she decided to try a new golf course. She signed in to play and was given the keys to an electric golf cart without any instructions on how to operate it. After she drove the cart into a lake, she swore never to play golf again. According to Kate, "There was just too many things you had to know before you could become a real golfer". Two months later, the golf course manager called Kate and asked why she had not returned to play another game. Which service recovery strategy is being used in this example? A. Make the service fail safe B. Learn from lost customers C. Treat customers proactively D. Use procedural fairness E. Learn from lost customers

Which of the following is the BEST example of procedural fairness?

People who complain can be categorized as:

A guarantee is a particular type of service recovery tool.

A consumer who is more likely to engage in negative word-of-mouth than any other type of consumer is called a(n):

People who do not complain often believe that complaining is a waste of time and effort.

Which of the following is NOT an example of a commonly used service recovery strategy?

A pseudo-relationship occurs when

With which service recovery strategy is total quality management (TQM) most closely associated?

Will and Thom NaJami are going to open a swimming pool service this summer. They will put in pools, repair damaged ones and provide a pool-cleaning service. Why should they consider designing and implementing an effective service recovery strategy?

When in doubt of how to treat a customer who has not been provided a service as promised, the service provider should always try to overcompensate that customer.

Customers who experience a service failure and do not complain are more likely to make a repurchase than those who do complain.

L. L. Bean, the catalog retailer, promises its customers, "100 percent satisfaction in every way, forever". Which service recovery strategy does L. L. Bean use?