Exam 7: Service Recovery
Exam 1: Introduction to Services62 Questions
Exam 2: Conceptual Framework of the Book: the Gaps Model of Service Quality68 Questions
Exam 3: Customer Expectations of Service65 Questions
Exam 4: Customer Perceptions of Service65 Questions
Exam 5: Listening to Customers Through Research65 Questions
Exam 6: Building Customer Relationships65 Questions
Exam 7: Service Recovery67 Questions
Exam 8: Service Innovation and Design64 Questions
Exam 9: Customer-Defined Service Standards64 Questions
Exam 10: Physical Evidence and the Servicescape64 Questions
Exam 11: Employees Roles in Service65 Questions
Exam 12: Customers Roles in Service65 Questions
Exam 13: Managing Demand and Capacity65 Questions
Exam 14: Integrated Service Marketing Communications66 Questions
Exam 15: Pricing of Services66 Questions
Exam 16: The Financial and Economic Impact of Service56 Questions
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In addition to compensation,customers expect _____.In other words,they expect fairness in terms of policies,rules and timeliness of complaint process.
(Multiple Choice)
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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.
(Multiple Choice)
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As the flight attendant listened to the business traveler complain about having to sit in the plane and wait for two hours before the plane took off,the attendant sorted through some magazines,got a blanket for another passenger and clearly ignored the legitimate complaints of the businessperson.This is clearly a problem with:
(Multiple Choice)
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Banjo Bob repairs guitars,banjos,and other stringed instruments for a living.Banjo Bob promises his customers "100 percent satisfaction in every repair." Which service recovery strategy is Banjo Bob?
(Multiple Choice)
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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 an irate type when it comes to complaining would react to this by:
(Multiple Choice)
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By noting that a number of customers had complained about late bus arrivals at one particular stop,the bus line rerouted the bus away from a heavy traffic area.By increasing its miles traveled slightly,the bus was able to improve its arrival time substantially at the stop where it had formerly been perpetually late.Which service recovery strategy did the bus line use?
(Multiple Choice)
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Studies of service guarantees indicate their existence has no impact on employee morale.
(True/False)
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