Question 1

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  True

Question 2

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. C

Question 3

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

Accepted Answer

Inconvenience, doubtful payoff, and unpleasantness are the three key barriers to complaining. Inconvenience consists of difficulty in finding the right complaint procedure or the effort involved in the procedure. Firms can reduce inconvenience through customer service hotlines, e-mail addresses, phone book listings, brochures, etc. Doubtful payoff refers to a consumer's belief that complaining will result in any positive response. Minimizing doubtful payoff can be accomplished by having solid and recognized service recovery procedures in place. Service improvements that result from customer feedback should be prominently featured. Unpleasantness results from fear of being treated poorly, being hassled, or feeling embarrassed. Firms can reduce these fears by thanking customers for feedback, training the frontline staff not to hassle or belittle customers, and through allowing anonymous feedback.

Question 4

What is the true impact of a customer defection?

Accepted Answer

When a dissatisfied customer defects, th

Question 5

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 6

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

Accepted Answer

The LL Bean Guarantee represents a total

Question 7

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 8

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 9

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 10

A jaycustomer is defined in the book as one who acts in a thoughtless or abusive way, causing problems for the firm, its employees, and other customers.

Accepted Answer

A) True 
 B)False

Question 11

Discuss the four common service recovery mistakes made by organizations.

Accepted Answer

The first mistake managers make is disre

Question 12

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

Accepted Answer

Take public action,

Question 13

The Cheat is the kind of jaycustomer who delays payments.

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

The guarantee provides many advantages t

Question 16

Customers who complain are more likely to be white-collar workers than blue-collar workers.

Accepted Answer

A) True 
 B)False

Question 17

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 18

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 19

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 20

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

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

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?

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

What is the true impact of a customer defection?

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

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

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

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

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.

A jaycustomer is defined in the book as one who acts in a thoughtless or abusive way, causing problems for the firm, its employees, and other customers.

Discuss the four common service recovery mistakes made by organizations.

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

The Cheat is the kind of jaycustomer who delays payments.

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

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

Customers who complain are more likely to be white-collar workers than blue-collar workers.

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

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.

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

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?

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Improving Service Quality and Productivity

Building a World-Class Service Organization

Filters

Exam 13: Complaint Handling and Service Recovery

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

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?

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

What is the true impact of a customer defection?

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

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

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

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

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.

A jaycustomer is defined in the book as one who acts in a thoughtless or abusive way, causing problems for the firm, its employees, and other customers.

Discuss the four common service recovery mistakes made by organizations.

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

The Cheat is the kind of jaycustomer who delays payments.

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

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

Customers who complain are more likely to be white-collar workers than blue-collar workers.

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

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.

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

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?

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Improving Service Quality and Productivity

Building a World-Class Service Organization

Filters