Exam 13: Complaint Handling and Service Recovery

arrow
  • Select Tags
search iconSearch Question
flashcardsStudy Flashcards
  • Select Tags

An Asian airline tracked a missing suitcase of a fraudulent customer using radio frequency identification to catch him in the act.

(True/False)
4.8/5
(39)

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)
4.9/5
(33)

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

(True/False)
4.8/5
(35)

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)
4.8/5
(29)

Customers are less likely to complain to doctors and lawyers than they are to restaurant staff.

(True/False)
4.9/5
(35)

Service guarantees are always appropriate.

(True/False)
4.8/5
(30)

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)
4.8/5
(35)

The best cure for vandalism is ______________.

(Multiple Choice)
4.9/5
(36)

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

(Essay)
4.7/5
(41)

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)
4.8/5
(26)

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

(Multiple Choice)
4.9/5
(39)

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

(Multiple Choice)
4.8/5
(41)

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

(True/False)
4.8/5
(38)

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

(Multiple Choice)
4.8/5
(38)

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)
4.9/5
(39)

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

(Multiple Choice)
4.8/5
(35)

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

(Multiple Choice)
4.8/5
(40)

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

(Essay)
4.8/5
(37)

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

(Short Answer)
5.0/5
(32)

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

(True/False)
4.8/5
(32)
Showing 21 - 40 of 43
close modal

Filters

  • Essay(0)
  • Multiple Choice(0)
  • Short Answer(0)
  • True False(0)
  • Matching(0)