Question 1

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

Accepted Answer

A) True 
 B)False  False

Question 2

____________ 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 C

Question 3

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

Accepted Answer

Flight attendants.

Question 4

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

Accepted Answer

The service recovery paradox o

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

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 7

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

Accepted Answer

Take public action,

Question 8

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 9

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 10

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 11

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 12

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 13

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 14

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 15

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

Question 16

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 17

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

Accepted Answer

The guarantee provides many advantages t

Question 18

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 19

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 20

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.

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

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

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

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

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

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

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

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

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.

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

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

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

Effective service recovery procedures should be , , , and .

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.

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

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

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

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?

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

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

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

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

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

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

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

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

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

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.

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

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

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

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

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.

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

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

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

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?

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 .