Exam 13: Complaint Handling and Service Recovery
Exam 1: New Perspectives on Marketing in the Service Economy45 Questions
Exam 2: Consumer Behavior in a Services Context44 Questions
Exam 3: Positioning Services in Competitive Markets44 Questions
Exam 4: Developing Service Products: Core and Supplementary Elements C45 Questions
Exam 5: Distributing Services through Physical and Electronic Channels44 Questions
Exam 6: Setting Prices and Implementing Revenue Management41 Questions
Exam 7: Promoting Services and Educating Customers45 Questions
Exam 8: Designing and Managing Service Processes44 Questions
Exam 9: Balancing Demand and Productive Capacity42 Questions
Exam 10: Crafting the Service Environment45 Questions
Exam 11: Managing People for Service Advantage45 Questions
Exam 12: Managing Relationships and Building Loyalty44 Questions
Exam 13: Complaint Handling and Service Recovery43 Questions
Exam 14: Improving Service Quality and Productivity44 Questions
Exam 15: Striving for Service Leadership45 Questions
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An Asian airline tracked a missing suitcase of a fraudulent customer using radio frequency identification to catch him in the act.
(True/False)
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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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Complaining behavior can be influenced by role perceptions and social norms.
(True/False)
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According to research by Lloyd Harris and Kate Reynolds, the most reported category of jaycustomer behavior by both employees and customers in hotels, restaurants, and bars is ____________.
(Multiple Choice)
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Customers are less likely to complain to doctors and lawyers than they are to restaurant staff.
(True/False)
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Give an example of a single attribute-specific guarantee.
a.m.and 2:00 p.m.If the pizza is late, the customer's next order is free.
(Essay)
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Discuss the perceived advantages of Hampton Inn's 100 percent satisfaction guarantee.
(Essay)
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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?
(Multiple Choice)
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Which of the following services best represents how little complaining consumers actually do?
(Multiple Choice)
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On average, what percentage of customers complains when they are unhappy with service?
(Multiple Choice)
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Service recovery efforts should be fairly rigid to make sure the same recovery is achieved each time.
(True/False)
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Effective service recovery procedures should be ____________, ____________, ____________, and ____________.
(Multiple Choice)
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Service recovery is an umbrella term for systematic efforts by a firm to correct a problem following a service failure and retain a customer's goodwill.
(True/False)
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Which of the following is NOT one of the guidelines provided for the Front Line on how to handle customer complaints?
(Multiple Choice)
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____________ involves the employees of the firm who provide the service recovery and their behavior toward the customer.
(Multiple Choice)
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Explain a situation where a service firm should not implement a service guarantee.
(Essay)
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Who are airline customers most likely to complain about an unsatisfactory meal?
(Short Answer)
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People in lower socioeconomic levels are more likely to complain than those in higher levels.
(True/False)
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