Exam 4: Customer Perceptions of 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?

Which of the following industries would be ranked highest by the American Customer Satisfaction Index (ACSI)?

Research on the adoption of technology services has identified five groups of customers.The group of customers who are highly motivated to try new technologies are called ____________.

For years,Allstate Insurance has used the slogan,"You're in good hands with Allstate." Which dimension of service quality is this Allstate promotional campaign emphasizing?

Ally Bank advertises "24/7 live customer care" which means that customer can call by telephone and speak with a human being about their banking matters any time of day or night.Ally Bank customers never have to talk to a machine.With this service feature,Ally Bank is emphasizing the _________ dimension of service quality.

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

_____ quality refers to how a service is delivered to the customer.

A customer's refusal to comply with park regulations when riding a roller coaster in an amusement park will have no effect on his or her level of satisfaction.

A service provider that wants to be perceived as empathetic should allow its employees to customize the services to meet the specific needs of each individual customer.

All services have about the same number of service encounters.

Service encounters that occur without any human contact are referred to as impersonal encounters.

The three basic things that customers expect from technology-based service encounters are:

Why would a blood bank,which pays people for their blood donations and then sells this blood to hospitals,use the name Blood Assurance?

_______ has consistently proven to be the most important determinant of service quality.

Business travelers today are more likely to order room service than ever before.A tired piece of chicken in a congealed sauce kept company by a heap of wilted lettuce will likely cause the customer to think negatively about his or her hotel stay.This is an example of how _____ influences customer satisfaction.

Raul took his dog Buffy to dog training school to stop Buffy from barking.As soon as the dog returned home,she started her same pattern of barking.Raul was highly critical of the trainers for not teaching Buffy not to bark even though he had not continued the reinforcement technique he was supposed to use to encourage Buffy's good behavior.Raul's customer satisfaction was adversely affected by:

Last Thursday Dylan and Tori had dinner at Pig Pete's,a new restaurant they had a heard about from friends.When they received their order of buffalo wings,Dylan noticed the wings were cold and dried out instead of being hot and moist.Dylan complained to their waitress,who apologized,brought out a plate of freshly cooked buffalo wings,and told Dylan and Tori that they would not be charged for the buffalo wings.The couple's experience at Pig Pete's is an example of which type of service encounter incident?

Betina had a group of checks that she needed to deposit and another that she needed to cash for a trip she was leaving on the next day.When she got to her bank on Saturday,she was very disappointed to see it was closed.There was one car in the parking lot and a man was walking toward it.She pulled into a place to decide what to do.The man she had seen walked up to her car and asked if he could help.When she explained her problem,the man introduced himself as the bank's vice president and offered to cash her checks with the money he had in his wallet.Betina has since learned that this kind of service is commonplace at her bank.She knows the bank focuses on the _____ dimension of service quality.

Which of the following statements about customer satisfaction and service quality is true?

In ___________ encounters,the tangible evidence of the service and the quality of the technical processes and systems are the primary bases for judging quality.