Question 1

What is the purpose of a service guarantee from the customer's perspective?

Accepted Answer

To lower the perceived risks associated with the purchase.

Question 2

Service recovery efforts should be fairly rigid to make sure the same recovery is achieved each time.

Accepted Answer

A) True 
 B)False  False

Question 3

People in lower socioeconomic levels are more likely to complain than those in higher levels.

Accepted Answer

A) True 
 B)False  False

Question 4

Procedural justice concerns the compensation that a customer receives as a result of the losses and inconveniences incurred because of a service failure.

Accepted Answer

A) True 
 B)False

Question 5

Recent research shows that the amount of a guarantee payout has no effect on consumer cheating. Which of the following is one of the important managerial implications of this?

Accepted Answer

A)  Guarantees can be restricted to new customers because of the propensity for repeat customers to cheat. 
B)  Guarantees can be kept low to prevent rewarding cheaters. 
C)  Managers can reap the marketing rewards of higher guarantees without increased payouts due to consumer cheating. 
D)  Managers cannot expect to recover the difference in guarantees for different types of consumers. 
E)  Guarantee levels can be used to dissuade consumer cheating. 
A)  Guarantees can be restricted to new customers because of the propensity for repeat customers to cheat. 
B)  Guarantees can be kept low to prevent rewarding cheaters. 
C)  Managers can reap the marketing rewards of higher guarantees without increased payouts due to consumer cheating. 
D)  Managers cannot expect to recover the difference in guarantees for different types of consumers. 
E)  Guarantee levels can be used to dissuade consumer cheating.

Question 6

All EXCEPT which of the following are reasons that service guarantees are powerful tools for both promoting and achieving service quality?

Accepted Answer

A)  Guarantees reduce consumer complaining, increasing customer satisfaction and information from customers. 
B)  Guarantees force firms to focus on what their customers want and expect in each element of the service. 
C)  Guarantees set clear standards, telling customers and employees alike what the company stands for. 
D)  Guarantees building "market muscle" by reducing the risk of the purchase decision and developing long-term loyalty. 
E)  Guarantees force service organizations understand why they fail and encourage them to identify and overcome potential fail points. 
A)  Guarantees reduce consumer complaining, increasing customer satisfaction and information from customers. 
B)  Guarantees force firms to focus on what their customers want and expect in each element of the service. 
C)  Guarantees set clear standards, telling customers and employees alike what the company stands for. 
D)  Guarantees building "market muscle" by reducing the risk of the purchase decision and developing long-term loyalty. 
E)  Guarantees force service organizations understand why they fail and encourage them to identify and overcome potential fail points.

Question 7

Who are airline customers most likely to complain about an unsatisfactory meal?

Accepted Answer

The answer of Who are airline customers most likely to...

Question 8

Hampton Inn has developed a way to identify guests who appear to be cheating and give them a lot of personalized attention and follow-up from the company.

Accepted Answer

A) True 
 B)False

Question 9

The ____________ refers to the sometimes-observed effect that customers who experience a service failure and then have it resolved to their full satisfaction are more likely to make future purchases than are customers who have no problem in the first place.

Accepted Answer

A)  referent renewal paradox 
B)  referent contribution paradox 
C)  referent acquisition paradox 
D)  service recovery paradox 
E)  service renewal paradox 
A)  referent renewal paradox 
B)  referent contribution paradox 
C)  referent acquisition paradox 
D)  service recovery paradox 
E)  service renewal paradox

Question 10

Service recovery is an umbrella term for systematic efforts by a firm to correct a problem following a service failure and retain a customer's goodwill.

Accepted Answer

A) True 
 B)False

Question 11

What is procedural justice?

Accepted Answer

It concerns the policies and r

Question 12

Which of the following is NOT one of the reasons why customers complain that is listed in the book?

Accepted Answer

A)  Better understand the failure 
B)  Vent their anger 
C)  Help improve the service 
D)  Obtain restitution or compensation 
E)  For altruistic reasons 
A)  Better understand the failure 
B)  Vent their anger 
C)  Help improve the service 
D)  Obtain restitution or compensation 
E)  For altruistic reasons

Question 13

What are the three main response options for customers who experience service failures?

Accepted Answer

Take public action,

Question 14

An Asian airline tracked a missing suitcase of a fraudulent customer using radio frequency identification to catch him in the act.

Accepted Answer

A) True 
 B)False

Question 15

Describe the three complaint barriers for dissatisfied consumers and explain how a firm can reduce these barriers.

Accepted Answer

Inconvenience, doubtful payoff, and unpl

Question 16

Discuss the four common service recovery mistakes made by organizations.

Accepted Answer

The first mistake managers make is disre

Question 17

A person exhibiting "air rage" is categorized as a Rulebreaker.

Accepted Answer

A) True 
 B)False

Question 18

Discuss the perceived advantages of Hampton Inn's 100 percent satisfaction guarantee.

Accepted Answer

The guarantee provides many advantages t

Question 19

On average, what percentage of customers complains when they are unhappy with service?

Accepted Answer

A)  0 percent 
B)  5-10 percent 
C)  15-25 percent 
D)  30-50 percent 
E)  60-75 percent 
A)  0 percent 
B)  5-10 percent 
C)  15-25 percent 
D)  30-50 percent 
E)  60-75 percent

Question 20

Give an example of a full-satisfaction guarantee.

Accepted Answer

Land's End guarantee: "If you

What is the purpose of a service guarantee from the customer's perspective?

Service recovery efforts should be fairly rigid to make sure the same recovery is achieved each time.

People in lower socioeconomic levels are more likely to complain than those in higher levels.

Procedural justice concerns the compensation that a customer receives as a result of the losses and inconveniences incurred because of a service failure.

Recent research shows that the amount of a guarantee payout has no effect on consumer cheating. Which of the following is one of the important managerial implications of this?

All EXCEPT which of the following are reasons that service guarantees are powerful tools for both promoting and achieving service quality?

Who are airline customers most likely to complain about an unsatisfactory meal?

Hampton Inn has developed a way to identify guests who appear to be cheating and give them a lot of personalized attention and follow-up from the company.

The ____________ refers to the sometimes-observed effect that customers who experience a service failure and then have it resolved to their full satisfaction are more likely to make future purchases than are customers who have no problem in the first place.

Service recovery is an umbrella term for systematic efforts by a firm to correct a problem following a service failure and retain a customer's goodwill.

What is procedural justice?

Which of the following is NOT one of the reasons why customers complain that is listed in the book?

What are the three main response options for customers who experience service failures?

An Asian airline tracked a missing suitcase of a fraudulent customer using radio frequency identification to catch him in the act.

Describe the three complaint barriers for dissatisfied consumers and explain how a firm can reduce these barriers.

Discuss the four common service recovery mistakes made by organizations.

A person exhibiting "air rage" is categorized as a Rulebreaker.

Discuss the perceived advantages of Hampton Inn's 100 percent satisfaction guarantee.

On average, what percentage of customers complains when they are unhappy with service?

Give an example of a full-satisfaction guarantee.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Improving Service Quality and Productivity

Striving for Service Leadership

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Exam 13: Complaint Handling and Service Recovery

What is the purpose of a service guarantee from the customer's perspective?

Service recovery efforts should be fairly rigid to make sure the same recovery is achieved each time.

People in lower socioeconomic levels are more likely to complain than those in higher levels.

Procedural justice concerns the compensation that a customer receives as a result of the losses and inconveniences incurred because of a service failure.

Recent research shows that the amount of a guarantee payout has no effect on consumer cheating. Which of the following is one of the important managerial implications of this?

All EXCEPT which of the following are reasons that service guarantees are powerful tools for both promoting and achieving service quality?

Who are airline customers most likely to complain about an unsatisfactory meal?

Hampton Inn has developed a way to identify guests who appear to be cheating and give them a lot of personalized attention and follow-up from the company.

The ____________ refers to the sometimes-observed effect that customers who experience a service failure and then have it resolved to their full satisfaction are more likely to make future purchases than are customers who have no problem in the first place.

Service recovery is an umbrella term for systematic efforts by a firm to correct a problem following a service failure and retain a customer's goodwill.

What is procedural justice?

Which of the following is NOT one of the reasons why customers complain that is listed in the book?

What are the three main response options for customers who experience service failures?

An Asian airline tracked a missing suitcase of a fraudulent customer using radio frequency identification to catch him in the act.

Describe the three complaint barriers for dissatisfied consumers and explain how a firm can reduce these barriers.

Discuss the four common service recovery mistakes made by organizations.

A person exhibiting "air rage" is categorized as a Rulebreaker.

Discuss the perceived advantages of Hampton Inn's 100 percent satisfaction guarantee.

On average, what percentage of customers complains when they are unhappy with service?

Give an example of a full-satisfaction guarantee.

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Improving Service Quality and Productivity

Striving for Service Leadership

Filters