Exam 7: Service Recovery

Kelso Massage Therapy promises its clients that there wait for a massage will be less than fifteen minutes or the massage is free.What type of service recovery tool is Kelso Massage Therapy using?

A business traveler checked into a Hyatt hotel and was given a room next to the elevator.When he turned on the television,he was greeted with a Hyatt customer service survey.He immediately took advantage of having the survey to let Hyatt know how unhappy he was with his room location.The business traveler would most likely be classed as a(n)_____ type.

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:

An effective service guarantee would never be described as:

Which of the following is an example of a poka-yoke?

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:

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

When Theo complained out loud that the hotel restaurant did not serve breakfast late enough in the morning,a hotel worker overheard him and went to the kitchen.When the hotel worker returned,he presented Theo with a plate of sweet rolls,a cup of coffee and the hotel's apology for having to close down the breakfast service early.Which service recovery strategy is being used in this example?

_____ concerns the results that customers receive from their complaints.

Bruce was driving to work yesterday when he was nearly run off the road by a speeding furniture delivery truck.On the back of the truck was a phone number to call if you believed the driver was not handling the truck safely.Rather than deciding to never buy furniture from this furniture company,Bruce called the company and complained about the truck driver.The person who took his call thanked Bruce for his concern,apologized for the driver and promised to reprimand him.Which service recovery strategy was the furniture store using?

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:

An example of outcome inequity occurred when Logan was rudely told he could not golf at a particular course because his clubs were not sanctioned by the U.S.Golf Association.

When the dentist's office bills the patient who had an appointment but did not show up for it and did not cancel the appointed,it is an example of _____ because the patient was made aware of the policy before making the appointment.

For which of the following service providers would a guarantee be inappropriate?

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 are just too many things you have to know before you can 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?

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

A consumer is more likely to complain when the:

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

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

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.