Exam 5: Customer Perceptions of Service

In Mexico for about $13.50, you can participate in a migrant obstacle course that gives tourist a taste of the sometimes deadly crossings that illegal migrants make daily. Employees of the park do their best to catch the mock migrants. When they are caught, they hands are bound behind their back and they are loaded into trucks. Which of the following would NOT be part of the customer's evidence of service for this experience?

Why are public policymakers so interested in the development of a device to measure and track customer satisfaction?

The letters ACSI are an acronym for the Association of Customer Service Institute, which measures customers' perceptions of service quality around the world.

Which of the following statements about service encounters is true?

Which of the following incidents is likely to influence a customer's perception of service quality of an appliance store?

Imagine a bereaved family at a funeral home discovering a disco ball in the chapel, dirty restrooms and rap music on the sound system. You would be correct in saying:

The growth of e-tailing has led to the identification of four core dimensions that consumers use to evaluate Web sites. They are:

Which of the following is NOT part of the evidence of service in a bank?

What type of service encounter occurs when Sam uses inbound telemarketing to order greeting cards from the Current catalog?

For years, Texaco used the slogan, "You can trust your car to the man who wears the star". Which dimension of service quality was the Texaco promotional campaign emphasizing?

The greatest potential variability in the interaction between a customer and a service firm occurs in a(n) _____ service encounter.

Gwen's first trip to an amusement park was as a chaperone for a class of special education children who were allowed to fill up on sugar on the bus trip to the park. By the end of the day, Gwen was very frustrated and very tired. Later when she revisited the amusement park, Gwen could not enjoy the experience because she kept remembering how miserable she had been acting as a chaperone. Gwen's satisfaction with amusement parks was adversely influenced by:

Although consumer satisfaction tends to be measured at a particular point in time as if it were static, satisfaction is a dynamic, moving target.

Service researchers have suggested that consumers judge the quality of services based on their perceptions of the technical outcome provided, the process by which that outcome was delivered and the quality of the physical surroundings in which the service was delivered.

On a recent trip to Disneyworld, Danielle had her picture taken with Minnie Mouse. After the picture was taken, Minnie Mouse signed Danielle's autograph book. Danielle's interaction with Minnie Mouse was actually a service _____ with Disneyworld.

A company that wants to excel at responsiveness should view service delivery and the handling of requests from the company's point of view.

The _____ dimension of service quality refers to the willingness to help customers and provide prompt service.

Allstate changed its insurance billing procedure after research revealed customers wanted flexible payment plans and billing information presented in an easy-to-read format. What type of research would Allstate most likely have used to discover how customers perceived Allstate's billing procedure?

When Randy Ross arrived at the airport Enterprise Rent-A-Car to pick up a reserved SUV, he was told the agency had no such car on the lot and that it had no record of him making a reservation. The rental agency's customer service representative Gene Lowery apologized profusely and called other agencies until he located an SUV at an agency several miles away. Lowery personally drove him to the other agency, knocked 20 percent off the rental fee, handed Ross $2 to pay a toll that he would now have to pay to get to his destination and gave him a free tank of gas. Ross's experience at Enterprise is an example of which type of service encounter incident?

Because Virginia's brother died while he was cashing a check at the local bank, Virginia has always hated any type of banking. When it became necessary for her to go to the bank to empty her brother's safe deposit box, she complained the whole time about the inept service, the too-cold air conditioning and the poor parking. Virginia's customer satisfaction was adversely influenced by: