Question 1

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 2

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

Accepted Answer

A) True 
 B)False

Question 3

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 4

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 5

Give an example of a full-satisfaction guarantee.

Accepted Answer

Land's End guarantee: "If you

Question 6

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 7

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

Accepted Answer

A) True 
 B)False

Question 8

Discuss the four common service recovery mistakes made by organizations.

Accepted Answer

The first mistake managers make is disre

Question 9

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 10

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 11

What is procedural justice?

Accepted Answer

It concerns the policies and r

Question 12

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 13

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

Accepted Answer

To lower the perceiv

Question 14

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 15

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 16

Service guarantees are always appropriate.

Accepted Answer

A) True 
 B)False

Question 17

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 18

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.
(Moderate, p. 390)

Accepted Answer

Any of three popular pizzas th

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

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

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

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

The best cure for vandalism is ______________.

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

Give an example of a full-satisfaction guarantee.

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

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

Discuss the four common service recovery mistakes made by organizations.

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

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

What is procedural justice?

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

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

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

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

Service guarantees are always appropriate.

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.

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. (Moderate, p. 390)

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?

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

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

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

The best cure for vandalism is ______________.

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

Give an example of a full-satisfaction guarantee.

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

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

Discuss the four common service recovery mistakes made by organizations.

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

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

What is procedural justice?

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

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

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

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

Service guarantees are always appropriate.

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.

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. (Moderate, p. 390)

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?

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