Question 1

____________ involves the employees of the firm who provide the service recovery and their behavior toward the customer.

Accepted Answer

A)  Procedural justice 
B)  Legal justice 
C)  Interactional justice 
D)  Relational justice 
E)  Outcome justice 
A)  Procedural justice 
B)  Legal justice 
C)  Interactional justice 
D)  Relational justice 
E)  Outcome justice

Question 2

Give an example of a single attribute-specific guarantee.
a.m. and 2:00 p.m. If the pizza is late, the customer's next order is free.

Accepted Answer

Any of three popular pizzas th

Question 3

Explain what is meant by a "combined guarantee."

Accepted Answer

Combined guarantees stem from the ambigu

Question 4

How many failures can a service firm commit before the recovery paradox is wiped out?

Accepted Answer

A)  One failure 
B)  Two failures 
C)  Three failures 
D)  Four failures 
E)  Five failures 
A)  One failure 
B)  Two failures 
C)  Three failures 
D)  Four failures 
E)  Five failures

Question 5

Hampton Inn's 100 percent satisfaction guarantee is a good example of a service guarantee that goes wrong and hurts a firm's financial performance.

Accepted Answer

A) True 
 B)False

Question 6

Customers are less likely to complain to doctors and lawyers than they are to restaurant staff.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following is NOT one of the criteria that service guarantees should be designed to meet?

Accepted Answer

A)  Easy to understand and communicate 
B)  Meaningful to the customer 
C)  Conditional 
D)  Easy to invoke 
E)  Credible 
A)  Easy to understand and communicate 
B)  Meaningful to the customer 
C)  Conditional 
D)  Easy to invoke 
E)  Credible

Question 8

Which of the following is NOT one of the guidelines provided for the Front Line on how to handle customer complaints?

Accepted Answer

A)  Consider compensation 
B)  Keep the customer informed of progress 
C)  Explain the problem from the service firm's point of view 
D)  Acknowledge the customer's feelings 
E)  Act fast 
A)  Consider compensation 
B)  Keep the customer informed of progress 
C)  Explain the problem from the service firm's point of view 
D)  Acknowledge the customer's feelings 
E)  Act fast

Question 9

Proper service recovery can be accomplished by making it easy for customers to give feedback, enabling effective service recovery, and establishing appropriate compensation levels.

Accepted Answer

A) True 
 B)False

Question 10

Compensation should be based on the positioning of the firm, the severity of the failure, and who the specific affected customer is.

Accepted Answer

A) True 
 B)False

Question 11

Interactional justice involves the employees of the firm who provide the service recovery and their behavior toward the customer.

Accepted Answer

A) True 
 B)False

Question 12

A single service problem can destroy a customer's confidence in a firm under what three conditions?

Accepted Answer

The failure is totally outrage

Question 13

The ______________ jaycustomer has no intention of paying and sets out to steal goods or services.

Accepted Answer

A)  cheat 
B)  thief 
C)  rulebreaker 
D)  belligerent 
E)  vandal 
A)  cheat 
B)  thief 
C)  rulebreaker 
D)  belligerent 
E)  vandal

Question 14

Describe a service guarantee offered in the chapter that instills confidence and one that does not.

Accepted Answer

The Bugs Burger Bug Killer Guarantee rep

Question 15

Which of the following is NOT one of the elements of effective service recovery?

Accepted Answer

A)  Do the job right the first time 
B)  Seek alternative recompense strategies 
C)  Identify service complaints 
D)  Resolve complaints effectively 
E)  Learn from the recovery experience 
A)  Do the job right the first time 
B)  Seek alternative recompense strategies 
C)  Identify service complaints 
D)  Resolve complaints effectively 
E)  Learn from the recovery experience

Question 16

Service guarantees are always appropriate.

Accepted Answer

A) True 
 B)False

Question 17

The best cure for vandalism is ______________.

Accepted Answer

A)  creating positive goodwill 
B)  improving client relations 
C)  prevention 
D)  arbitration 
E)  ignoring it 
A)  creating positive goodwill 
B)  improving client relations 
C)  prevention 
D)  arbitration 
E)  ignoring it

Question 18

Explain a situation where a service firm should not implement a service guarantee.

Accepted Answer

Firms that currently have poor or uncont

Question 19

The story about the desk clerk at the Marriott Long Wharf Hotel in Boston is a good example of what aspect of effective service recovery?

Accepted Answer

Planned se

Question 20

Effective service recovery procedures should be ____________, ____________, ____________, and ____________.

Accepted Answer

A)  proactive, engaged, universal, empowered 
B)  planned, engaged, universal, trained 
C)  proactive, planned, trained, empowered 
D)  trained, engaged, flexible, spontaneous 
E)  trained, engaged, universal, empowered 
A)  proactive, engaged, universal, empowered 
B)  planned, engaged, universal, trained 
C)  proactive, planned, trained, empowered 
D)  trained, engaged, flexible, spontaneous 
E)  trained, engaged, universal, empowered

____________ involves the employees of the firm who provide the service recovery and their behavior toward the customer.

Give an example of a single attribute-specific guarantee. a.m. and 2:00 p.m. If the pizza is late, the customer's next order is free.

Explain what is meant by a "combined guarantee."

How many failures can a service firm commit before the recovery paradox is wiped out?

Hampton Inn's 100 percent satisfaction guarantee is a good example of a service guarantee that goes wrong and hurts a firm's financial performance.

Customers are less likely to complain to doctors and lawyers than they are to restaurant staff.

Which of the following is NOT one of the criteria that service guarantees should be designed to meet?

Which of the following is NOT one of the guidelines provided for the Front Line on how to handle customer complaints?

Proper service recovery can be accomplished by making it easy for customers to give feedback, enabling effective service recovery, and establishing appropriate compensation levels.

Compensation should be based on the positioning of the firm, the severity of the failure, and who the specific affected customer is.

Interactional justice involves the employees of the firm who provide the service recovery and their behavior toward the customer.

A single service problem can destroy a customer's confidence in a firm under what three conditions?

The ______________ jaycustomer has no intention of paying and sets out to steal goods or services.

Describe a service guarantee offered in the chapter that instills confidence and one that does not.

Which of the following is NOT one of the elements of effective service recovery?

Service guarantees are always appropriate.

The best cure for vandalism is ______________.

Explain a situation where a service firm should not implement a service guarantee.

The story about the desk clerk at the Marriott Long Wharf Hotel in Boston is a good example of what aspect of effective service recovery?

Effective service recovery procedures should be , , , and .

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

Exam 13: Complaint Handling and Service Recovery

____________ involves the employees of the firm who provide the service recovery and their behavior toward the customer.

Give an example of a single attribute-specific guarantee. a.m. and 2:00 p.m. If the pizza is late, the customer's next order is free.

Explain what is meant by a "combined guarantee."

How many failures can a service firm commit before the recovery paradox is wiped out?

Hampton Inn's 100 percent satisfaction guarantee is a good example of a service guarantee that goes wrong and hurts a firm's financial performance.

Customers are less likely to complain to doctors and lawyers than they are to restaurant staff.

Which of the following is NOT one of the criteria that service guarantees should be designed to meet?

Which of the following is NOT one of the guidelines provided for the Front Line on how to handle customer complaints?

Proper service recovery can be accomplished by making it easy for customers to give feedback, enabling effective service recovery, and establishing appropriate compensation levels.

Compensation should be based on the positioning of the firm, the severity of the failure, and who the specific affected customer is.

Interactional justice involves the employees of the firm who provide the service recovery and their behavior toward the customer.

A single service problem can destroy a customer's confidence in a firm under what three conditions?

The ______________ jaycustomer has no intention of paying and sets out to steal goods or services.

Describe a service guarantee offered in the chapter that instills confidence and one that does not.

Which of the following is NOT one of the elements of effective service recovery?

Service guarantees are always appropriate.

The best cure for vandalism is ______________.

Explain a situation where a service firm should not implement a service guarantee.

The story about the desk clerk at the Marriott Long Wharf Hotel in Boston is a good example of what aspect of effective service recovery?

Effective service recovery procedures should be ____________, ____________, ____________, and ____________.

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

Effective service recovery procedures should be , , , and .