Question 1

The category of complainers called irates has a very optimistic sense of the potential positive consequences of all types of complaining.

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

Which of the following statements about the benefits of service guarantees is true?

Accepted Answer

A)  To be valid,service guarantees must be in writing 
B)  A good guarantee forces the company to focus on its customers 
C)  Employee morale can be adversely affected by service guarantees 
D)  The guarantee negates the service recovery strategy of act quickly 
E)  A good guarantee will generate a lot of feedback-most,if not all of it,useless 
A)  To be valid,service guarantees must be in writing 
B)  A good guarantee forces the company to focus on its customers 
C)  Employee morale can be adversely affected by service guarantees 
D)  The guarantee negates the service recovery strategy of act quickly 
E)  A good guarantee will generate a lot of feedback-most,if not all of it,useless

Question 6

________ refers to the fact that a complaining customer expects to be treated fairly,with care and honesty.

Accepted Answer

A)  Functional equity 
B)  Procedural fairness 
C)  Interactional fairness 
D)  Service equity 
E)  Outcome fairness 
A)  Functional equity 
B)  Procedural fairness 
C)  Interactional fairness 
D)  Service equity 
E)  Outcome fairness

Question 7

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 example illustrates lack of:

Accepted Answer

A)  Functional fairness 
B)  Procedural fairness 
C)  Interactional fairness 
D)  Service equity 
E)  Situational fairness 
A)  Functional fairness 
B)  Procedural fairness 
C)  Interactional fairness 
D)  Service equity 
E)  Situational fairness

Question 8

A guarantee is a particular type of service recovery tool.

Accepted Answer

A) True 
 B)False

Question 9

People who complain can be categorized as:

Accepted Answer

A)  Irates,passives and aggressives 
B)  Passives,activitists,liaisons and negativists 
C)  Activists,mediators,chronic and passives 
D)  Voicers,irates,activists and passives 
E)  Aggressives,passives and mediators 
A)  Irates,passives and aggressives 
B)  Passives,activitists,liaisons and negativists 
C)  Activists,mediators,chronic and passives 
D)  Voicers,irates,activists and passives 
E)  Aggressives,passives and mediators

Question 10

Sometimes the personal values of the category of complainers called passives prevent them from complaining about a service even when they should.

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A)  Baker's dozen paradigm 
B)  Service recovery paradox 
C)  Halo effect 
D)  Service dilemma 
E)  Service quandary 
A)  Baker's dozen paradigm 
B)  Service recovery paradox 
C)  Halo effect 
D)  Service dilemma 
E)  Service quandary

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

What is the best way to conduct lost customer research?

Accepted Answer

The answer of What is the best way to conduct...

Question 14

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

Accepted Answer

A)  Learn from recovery experience 
B)  Respond quickly 
C)  Encourage and track complaints 
D)  Implement the service paradox 
E)  Learn from lost customers 
A)  Learn from recovery experience 
B)  Respond quickly 
C)  Encourage and track complaints 
D)  Implement the service paradox 
E)  Learn from lost customers

Question 15

Many carwashes offer free replacement washes to car owners if it rains or snows within 24 hours of when they had their cars cleaned at the carwash.Because people who would take advantage of this service guarantee are the ones that are concerned about the appearance of their car,this service guarantee:

Accepted Answer

A)  Shows the absence of a customer focus 
B)  Illustrates the importance of employee empowerment 
C)  Does not fit the service provider's image 
D)  Is very meaningful 
E)  Is unconditional 
A)  Shows the absence of a customer focus 
B)  Illustrates the importance of employee empowerment 
C)  Does not fit the service provider's image 
D)  Is very meaningful 
E)  Is unconditional

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

All of the following are causes for customer's brand switching EXCEPT:

Accepted Answer

A)  Ethical problems 
B)  Pricing 
C)  Inconvenience 
D)  A service paradox 
E)  Core service failure 
A)  Ethical problems 
B)  Pricing 
C)  Inconvenience 
D)  A service paradox 
E)  Core service failure

Question 18

Which service recovery strategy is most closely connected to an employee empowerment strategy?

Accepted Answer

The answer of Which service recovery strategy is most closely...

Question 19

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

Accepted Answer

A)  Service recovery 
B)  Service paradox 
C)  Service inconsistency 
D)  Outcome fairness 
E)  Procedural recovery 
A)  Service recovery 
B)  Service paradox 
C)  Service inconsistency 
D)  Outcome fairness 
E)  Procedural recovery

Question 20

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

Accepted Answer

A) True 
 B)False

The category of complainers called irates has a very optimistic sense of the potential positive consequences of all types of complaining.

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

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

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

Which of the following statements about the benefits of service guarantees is true?

________ refers to the fact that a complaining customer expects to be treated fairly,with care and honesty.

A guarantee is a particular type of service recovery tool.

People who complain can be categorized as:

Sometimes the personal values of the category of complainers called passives prevent them from complaining about a service even when they should.

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

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

What is the best way to conduct lost customer research?

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

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

All of the following are causes for customer's brand switching EXCEPT:

Which service recovery strategy is most closely connected to an employee empowerment strategy?

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

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

Introduction to Services

Conceptual Framework of the Book: the Gaps Model of Service Quality

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service

Customers Roles in Service

Managing Demand and Capacity

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters

Exam 7: Service Recovery

The category of complainers called irates has a very optimistic sense of the potential positive consequences of all types of complaining.

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

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

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

Which of the following statements about the benefits of service guarantees is true?

________ refers to the fact that a complaining customer expects to be treated fairly,with care and honesty.

A guarantee is a particular type of service recovery tool.

People who complain can be categorized as:

Sometimes the personal values of the category of complainers called passives prevent them from complaining about a service even when they should.

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

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

What is the best way to conduct lost customer research?

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

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

All of the following are causes for customer's brand switching EXCEPT:

Which service recovery strategy is most closely connected to an employee empowerment strategy?

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

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

Introduction to Services

Conceptual Framework of the Book: the Gaps Model of Service Quality

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service

Customers Roles in Service

Managing Demand and Capacity

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters