Question 1

Conditional guarantees are more effective.

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

The answer of Who are airline customers most likely to...

Question 3

Service guarantees are always appropriate.

Accepted Answer

A) True 
 B)False

Question 4

Give an example of a single attribute-specific guarantee.

Accepted Answer

Any of three popular pizzas th

Question 5

Give an example of a full-satisfaction guarantee.

Accepted Answer

Land's End guarantee: "If you

Question 6

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 7

When Marriott Long Wharf Hotel faces the situation of overbooking, all of the following are steps to recover the situation EXCEPT ____________.

Accepted Answer

A) upgrade the guest to a suite 
B) helping the guest get a room in another hotel 
C) giving the guest money to pay for the cab fare 
D) giving the guest complimentary continental breakfast 
E) call the guest later at the other hotel to make sure he is alright 
A) upgrade the guest to a suite 
B) helping the guest get a room in another hotel 
C) giving the guest money to pay for the cab fare 
D) giving the guest complimentary continental breakfast 
E) call the guest later at the other hotel to make sure he is alright

Question 8

Which of the following is NOT one of the options customers take when they are dissatisfied with a service encounter?

Accepted Answer

A) Take legal action. 
B) Vent their anger on the service equipment. 
C) Do nothing. 
D) Complain to the service firm. 
E) Give negative word of mouth. 
A) Take legal action. 
B) Vent their anger on the service equipment. 
C) Do nothing. 
D) Complain to the service firm. 
E) Give negative word of mouth.

Question 9

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 10

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 11

L. Bean'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 12

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

Accepted Answer

The service recovery paradox o

Question 13

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

Accepted Answer

A) True 
 B)False

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

What is procedural justice?

Accepted Answer

It concerns the perceived fair

Question 16

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 17

____________ 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 18

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 19

All of the following are jaycustomers EXCEPT ___________.

Accepted Answer

A) The Cheat 
B) The Rule Breaker 
C) The Belligerent 
D) The Deadbeat 
E) The Hooligan 
A) The Cheat 
B) The Rule Breaker 
C) The Belligerent 
D) The Deadbeat 
E) The Hooligan

Question 20

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

Accepted Answer

Firms that currently have poor or uncont

Conditional guarantees are more effective.

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

Service guarantees are always appropriate.

Give an example of a single attribute-specific guarantee.

Give an example of a full-satisfaction guarantee.

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

When Marriott Long Wharf Hotel faces the situation of overbooking, all of the following are steps to recover the situation EXCEPT ____________.

Which of the following is NOT one of the options customers take when they are dissatisfied with a service encounter?

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

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

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

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

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

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

What is procedural justice?

Effective service recovery procedures should be , , , and .

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

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

All of the following are jaycustomers EXCEPT ___________.

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

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

Conditional guarantees are more effective.

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

Service guarantees are always appropriate.

Give an example of a single attribute-specific guarantee.

Give an example of a full-satisfaction guarantee.

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

When Marriott Long Wharf Hotel faces the situation of overbooking, all of the following are steps to recover the situation EXCEPT ____________.

Which of the following is NOT one of the options customers take when they are dissatisfied with a service encounter?

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

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

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

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

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

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

What is procedural justice?

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

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

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

All of the following are jaycustomers EXCEPT ___________.

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

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

Effective service recovery procedures should be , , , and .