Exam 13: Complaint Handling and Service Recovery

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.

(True/False)

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Question 21

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

(Multiple Choice)

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Question 22

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

(Short Answer)

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Question 23

Give an example of a full-satisfaction guarantee.

(Essay)

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Question 24

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

(True/False)

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Question 25

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.

(True/False)

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Question 26

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

(Multiple Choice)

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Question 27

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

(Essay)

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Question 28

The ____________ refers to the sometimes-observed effect that customers who experience a service failure and then have it resolved to their full satisfaction are more likely to make future purchases than are customers who have no problem in the first place.

(Multiple Choice)

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Question 29

What is procedural justice?

(Essay)

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Question 30

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

(Multiple Choice)

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Question 31

Give an example of a single attribute-specific guarantee. a.m. and 2:00 p.m.

(Essay)

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Question 32

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

(Multiple Choice)

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Question 33

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

(Essay)

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Question 34

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

(True/False)

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Question 35

Explain what is meant by a "combined guarantee."

(Essay)

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Question 36

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

(Essay)

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Question 37

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

(True/False)

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Question 38

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

(Essay)

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Question 39

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

(True/False)

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Question 40

Showing 21 - 40 of 43

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.

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

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

Give an example of a full-satisfaction guarantee.

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

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.

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

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

The ____________ refers to the sometimes-observed effect that customers who experience a service failure and then have it resolved to their full satisfaction are more likely to make future purchases than are customers who have no problem in the first place.

What is procedural justice?

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

Give an example of a single attribute-specific guarantee. a.m. and 2:00 p.m.

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

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

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

Explain what is meant by a "combined guarantee."

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

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

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

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

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

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