Question 1

A person exhibiting "air rage" is categorized as a Rulebreaker.

Accepted Answer

A) True 
 B)False  False

Question 2

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  True

Question 3

What is procedural justice?

Accepted Answer

It concerns the policies and rules that any customer will have to go through in order to seek fairness.

Question 4

The ______________ jaycustomer has no intention of paying and sets out to steal goods or services.

Accepted Answer

A) cheat 
B) thief 
C) rulebreaker 
D) belligerent 
E) vandal 
A) cheat 
B) thief 
C) rulebreaker 
D) belligerent 
E) vandal

Question 5

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 6

A single service problem can destroy a customer's confidence in a firm under what three conditions?

Accepted Answer

The failure is totally outrage

Question 7

Give an example of a full-satisfaction guarantee.

Accepted Answer

Land's End guarantee: "If you

Question 8

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.

Accepted Answer

A) referent renewal paradox 
B) referent contribution paradox 
C) referent acquisition paradox 
D) service recovery paradox 
E) service renewal paradox 
A) referent renewal paradox 
B) referent contribution paradox 
C) referent acquisition paradox 
D) service recovery paradox 
E) service renewal paradox

Question 9

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

Accepted Answer

The Bugs Burger Bug Killer Guarantee rep

Question 10

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

Question 11

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 12

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 13

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 14

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

Accepted Answer

Inconvenience, doubtful payoff, and unpl

Question 15

Discuss the four common service recovery mistakes made by organizations.

Accepted Answer

The first mistake managers make is disre

Question 16

Research indicates that at least 5-10 percent of a company's customer base is composed of consumers who premeditate rip-offs and firms defend themselves by treating the 90-95 percent of honest customers like crooks.

Accepted Answer

A) True 
 B)False

Question 17

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 18

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 19

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

Accepted Answer

Take public action,

Question 20

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.

A person exhibiting "air rage" is categorized as a Rulebreaker.

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

What is procedural justice?

The ______________ jaycustomer has no intention of paying and sets out to steal goods or services.

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?

A single service problem can destroy a customer's confidence in a firm under what three conditions?

Give an example of a full-satisfaction 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.

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

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

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.

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

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

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

Discuss the four common service recovery mistakes made by organizations.

Research indicates that at least 5-10 percent of a company's customer base is composed of consumers who premeditate rip-offs and firms defend themselves by treating the 90-95 percent of honest customers like crooks.

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.

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

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

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

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Distributing Services through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

Exam 13: Complaint Handling and Service Recovery

A person exhibiting "air rage" is categorized as a Rulebreaker.

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

What is procedural justice?

The ______________ jaycustomer has no intention of paying and sets out to steal goods or services.

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?

A single service problem can destroy a customer's confidence in a firm under what three conditions?

Give an example of a full-satisfaction 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.

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

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

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.

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

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

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

Discuss the four common service recovery mistakes made by organizations.

Research indicates that at least 5-10 percent of a company's customer base is composed of consumers who premeditate rip-offs and firms defend themselves by treating the 90-95 percent of honest customers like crooks.

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.

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

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

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

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Distributing Services through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Improving Service Quality and Productivity

Striving for Service Leadership

Filters