Exam 8: Service Recovery

Which of the following statements about service failure and service recovery is true?

_____ focuses on the interpersonal treatment received by the consumer during the complaint process.

The carpenter came to install the new flooring in the Barry kitchen two weeks ago. Once he had removed the old flooring, he announced he needed to go get a sander to smooth out the subflooring. He has not been back. A person who is a passive type when it comes to complaining would react to this by:

A consumer is more likely to complain when:

The carpenter came to install the new flooring in the Barry kitchen two weeks ago. Once he had removed the old flooring, he announced he needed to go get a sander to smooth out the subflooring. He has not been back. A person who is a voicer type when it comes to complaining would react to this by:

Many frequent flyers have missed their flights due to long, slow security checks before being allowed to enter the airline's terminal. This policy designed to ensure safe flights has resulted in problems associated with perceived:

Why would a consumer be more likely to complain about a poorly mended prom dress than burnt toast?

The empowerment of employees makes which of the following service recovery strategies easier to implement?

When Robin and Liam arrived at the restaurant, their table was not ready. The hostess gave them free drinks at the bar while they waited for their table to be cleared. What type of fairness does this best represent?

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

Formal market research of lost customers' motivations is a waste of resources.

Comment on the following statement: "The recovery paradox is a superior strategy to the 'Do it right the first time' strategy".

What is the best way to conduct lost customer research?

The _______ suggests an initially disappointed customer who has experienced good service recovery might be even more satisfied and loyal as a result.

Which type of complainer has sometimes been called the service provider's best friend?

Adam was working late in his hotel room when the light bulb in the lamp at his desk burned out. He called the front desk and asked for a replacement bulb. The desk manager told Adam that a new one would be provided tomorrow morning and that he did not have the key to the stockroom. Adam tried to explain how much he needed the light to finish his sales report, but the manager was polite but adamant that he could not help. This is an example of:

A person who is a(n) _____ is a type of complainer who is unlikely to say anything to the service provider. This type of complainer often doubts the effectiveness of complaining because of a belief that the consequences will not merit the time and effort they will expend complaining.

Service guarantees are appropriate for any company and every service situation.

The type of complainer that is called a(n) _____ has an above average propensity to complain. They have a very optimistic sense of the potential positive consequences of all types of complaining.

A florist had promised to have the bridal flowers delivered to the wedding rehearsal dinner by 6 p.m. Because of vehicle problems, the flowers did not arrive until the meal was nearly over and the bride and her mother were very upset. To show how sorry he was for the poor service, the florist put extra flowers in the bridal bouquet and gave each mother and grandmother a free orchid corsage. The bride and her mother were extremely pleased with the extra flowers and have recommended the florist to a number of their friends. The florist is wondering if he shouldn't deliberately underdeliver other jobs, compensate the consumer with some upgrade and benefit from even more positive feedback. The florist is responding to the: