Exam 7: Service Recovery

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

The first rule of service quality is to do it right the first time.

What are poka-yokes?

When a customer of Twin Cities Rehabilitation Center complained that his therapist was one hour late for their appointment,the owner of the center gave the customer credit for one free hour of therapy.The action taken by the owner is an example of ___________.

Roger Pack is a breeder of Pomeranian dogs.He has used the same grooming salon for his dogs for the last 10 years.When a new groomer accidentally trimmed too much off of one of his show dog's hind quarters,he was upset.He decided not to make a big deal of the event because of his long-term dealings with the salon owner.Which service recovery strategy is exemplified here?

A pseudo-relationship occurs when

Once Mariko had carried her dry cleaning to the car,she took a minute to see if the cleaners had removed the stain from her wool skirt.The stain was still there,so Mariko took the skirt back to the cleaner.When Mariko showed the stained skirt to the cleaner employee,she shrugged and said,"I guess you want us to reclean the skirt?" Mariko responded,"Yes,please." The employee took the skirt,gave Mariko a dirty look and began sorting some items on the counter.The employee did not treat Mariko with:

The carpenter came to install the new flooring in the Stephenson's 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:

PSE&G is a utility company.One of its service guarantees is to keep all appointments.If PSE&G fails to keep an appointment mutually agreed upon by the customer and the company,PSE&G will credit residential customers' accounts by $25 and business customers' accounts by $100.The guarantee only applies to appointments for meter readings,account investigation,gas service,gas appliance repair and both electric and gas meter work scheduled three days in advance.Which of the following statements about PSE&G's service guarantee is FALSE?

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

When is a service guarantee inappropriate?

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

A consumer is more likely to complain when:

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?

With which service recovery strategy is the reliability dimension of service quality most closely associated?

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 they are bosses in their own offices but are totally controlled by the airlines when they travel.Canadian Airline instituted gate-side business centers,shower facilities and massage chairs as well as continuous "power to the seat" for those who want to work on their laptops.By listening to its business travelers and providing the services they want,Canadian Airline's sales started increasing.What service recovery strategy did Canadian Airline use?

When Shelly hired the housecleaning service,she asked them to use her hypoallergenic cleaning supplies.Instead the workers used their own supplies and Shelly had to lose a day from work because of her allergic reaction to the smell of the cleaners.When Shelly looked at the service guarantee that the workers had left,she found that she could get a reimbursement for all of her out-of-pocket expenses if she had a notarized letter from her doctor describing her condition and her reaction,an affidavit from the workers that they had used the wrong cleaners and another notarized statement that she would not have become ill if the workers had used the right cleaners.This service guarantee is ineffective because it is NOT:

Guarantees that are written by the legal department are generally more meaningful to customers than any other type.

A trucking company that has a toll free number to call if the driver of the truck does not follow the rules of the road is using a service recovery tool.

Which of the following is NOT a benefit provided by a service guarantee?