Question 1

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 C

Question 2

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 3

Discuss the four common service recovery mistakes made by organizations.

Accepted Answer

The first mistake managers make is disregarding evidence that shows that service recovery provides a significant financial return. This is generated by a focus on cost cutting and failing to respect and retain their customers. Another mistake is failing to invest enough in actions that would prevent service issues. Here again, cost is a key driver, limiting training and education. Poorly trained front-line staff is not capable of performing necessary service recoveries. A third mistake is when customer service employees fail to display good attitudes. Customers respond to the attitudes of the employees they encounter. Poor attitudes decrease the effectiveness of other recovery efforts like recompense. The final mistake is that organizations make it difficult to complain or give feedback. Complaints help organizations recognize problems with their services and also allow for recovery attempts. Limiting complaints reduces customer retention and allows faulty service procedures to continue unchecked.

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

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.

Question 6

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

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

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 9

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 10

How function does a service guarantee serve for firms?

Accepted Answer

It is one way for particularly

Question 11

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 12

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 13

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 14

The Cheat is the kind of jaycustomer who delays payments.

Accepted Answer

A) True 
 B)False

Question 15

Service guarantees are always appropriate.

Accepted Answer

A) True 
 B)False

Question 16

Conditional guarantees are more effective.

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

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 19

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 20

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

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

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

Discuss the four common service recovery mistakes made by organizations.

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

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?

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

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

Effective service recovery procedures should be , , , and .

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?

How function does a service guarantee serve for firms?

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

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.

All of the following are jaycustomers EXCEPT ___________.

The Cheat is the kind of jaycustomer who delays payments.

Service guarantees are always appropriate.

Conditional guarantees are more effective.

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

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

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

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

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing 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

Organizing for Change Management and Service Leadership

Filters

Exam 13: Complaint Handling and Service Recovery

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

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

Discuss the four common service recovery mistakes made by organizations.

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

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?

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

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

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

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?

How function does a service guarantee serve for firms?

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

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.

All of the following are jaycustomers EXCEPT ___________.

The Cheat is the kind of jaycustomer who delays payments.

Service guarantees are always appropriate.

Conditional guarantees are more effective.

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

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

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

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

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing 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

Organizing for Change Management and Service Leadership

Filters

Effective service recovery procedures should be , , , and .