Question 1

Explain what is meant by "the service recovery paradox."

Accepted Answer

The service recovery paradox o

Question 2

Complaining behavior can be influenced by role perceptions and social norms.

Accepted Answer

A) True 
 B)False

Question 3

Research indicates that at least 5-10 percent of a company's customer base is composed of consumers who premeditate rip-offs and firms defend themselves by treating the 90-95 percent of honest customers like crooks.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following services best represents how little complaining consumers actually do?

Accepted Answer

A)  TARP 
B)  Land's End 
C)  Hampton Inn 
D)  FedEx 
E)  A public bus company 
A)  TARP 
B)  Land's End 
C)  Hampton Inn 
D)  FedEx 
E)  A public bus company

Question 5

According to research by Lloyd Harris and Kate Reynolds, the most reported category of jaycustomer behavior by both employees and customers in hotels, restaurants, and bars is ____________.

Accepted Answer

A)  compensation letter writers 
B)  undesirable customers 
C)  oral abusers 
D)  vindictive customers 
E)  physical abusers 
A)  compensation letter writers 
B)  undesirable customers 
C)  oral abusers 
D)  vindictive customers 
E)  physical abusers

Explain what is meant by "the service recovery paradox."

Complaining behavior can be influenced by role perceptions and social norms.

Research indicates that at least 5-10 percent of a company's customer base is composed of consumers who premeditate rip-offs and firms defend themselves by treating the 90-95 percent of honest customers like crooks.

Which of the following services best represents how little complaining consumers actually do?

According to research by Lloyd Harris and Kate Reynolds, the most reported category of jaycustomer behavior by both employees and customers in hotels, restaurants, and bars is ____________.

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

Explain what is meant by "the service recovery paradox."

Complaining behavior can be influenced by role perceptions and social norms.

Research indicates that at least 5-10 percent of a company's customer base is composed of consumers who premeditate rip-offs and firms defend themselves by treating the 90-95 percent of honest customers like crooks.

Which of the following services best represents how little complaining consumers actually do?

According to research by Lloyd Harris and Kate Reynolds, the most reported category of jaycustomer behavior by both employees and customers in hotels, restaurants, and bars is ____________.

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