Exam 4: Customer Perceptions of Service

All services have about the same number of service encounters.

Raul took his dog Buffy to dog training school to stop Buffy from barking.As soon as the dog returned home,she started her same pattern of barking.Raul was highly critical of the trainers for not teaching Buffy not to bark even though he had not continued the reinforcement technique he was supposed to use to encourage Buffy's good behavior.Raul's customer satisfaction was adversely affected by:

Last Thursday Dylan and Tori had dinner at Pig Pete's,a new restaurant they had heard about from friends.When they received their order of buffalo wings,Dylan noticed the wings were cold and dried out instead of being hot and moist.Dylan complained to their waitress,who apologized,brought out a plate of freshly cooked buffalo wings and told Dylan and Tori that they would not be charged for the buffalo wings.The couple's experience at Pig Pete's is an example of which type of service encounter incident?

The last time Lia went shopping at Nordstrom's department store,she had a very pleasant experience.When she entered Nordstrom's,she asked a sales associate named Sarah for assistance finding a pair of jeans,a pair of shorts,a skirt and matching tops.Sarah enthusiastically agreed to help and treated Lia like royalty throughout her two-hour shopping trip.Sarah stayed with Lia the entire time she was in Nordstrom's and showed her a number of different styles of jeans,shorts,skirts and tops.Sarah brought Lia additional items while she was in the fitting room and offered her advice on accessorizing her outfits.After the sale,Sarah thanked Lia for her purchases.Lia's experience at Nordstrom's is an example of which type of service encounter incident?

What type of service encounter occurs when Sam uses inbound telemarketing to order greeting cards from the Current catalog?

List the five dimensions U.S.customers use to determine service quality.

What organization is represented by the abbreviation ACSI?

Service encounters that occur without any human contact are referred to as impersonal encounters.

In terms of service success or failure,what is an attribution?

Which of the following would lead to dissatisfying SSTs?

Which of the following statements about customer satisfaction and service quality is true?

Which of the following in NOT an example of technical outcome quality?

A customer's refusal to comply with park regulations when riding a roller coaster in an amusement park will have no effect on his or her level of satisfaction.

Imagine you are a consultant and you have been asked to give a seminar to bank employees on how they can use the five dimensions of service to improve customers' perceptions about the quality of the bank's service.What ideas would you give them to better customers' perception of each of the bank's service dimensions?

Which of the following can influence how satisfied a customer is with a service?

Service researchers have suggested that consumers judge the quality of services based on their perceptions of the technical outcome provided,the process by which that outcome was delivered and the quality of the physical surroundings in which the service was delivered.

The greatest potential variability in the interaction between a customer and a service firm occurs in a(n)_____ service encounter.

Because the customer essentially provides his/her own service,Internet-based services,automated phone services and services delivered via DVD or video technology are often referred to as _______________.

List the four core dimensions consumers use to evaluate Web sites.

Which of the following incidents is likely to influence a customer's perception of service quality of an appliance store?