Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

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 ____________.

Accepted Answer

A) compensation letter writers 
B) undesirable customers 
C) oral abusers 
D) vindictive customers 
E) physical abusers 
A) compensation letter writers 
B) undesirable customers 
C) oral abusers 
D) vindictive customers 
E) physical abusers

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

Service guarantees are always appropriate.

Accepted Answer

A) True 
 B)False

Question 7

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.

Accepted Answer

Any of three popular pizzas th

Question 8

The best cure for vandalism is ______________.

Accepted Answer

A) creating positive goodwill 
B) improving client relations 
C) prevention 
D) arbitration 
E) ignoring it 
A) creating positive goodwill 
B) improving client relations 
C) prevention 
D) arbitration 
E) ignoring it

Question 9

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

Accepted Answer

The guarantee provides many advantages t

Question 10

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 11

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

Accepted Answer

A) TARP 
B) Land's End 
C) Hampton Inn 
D) FedEx 
E) A public bus company 
A) TARP 
B) Land's End 
C) Hampton Inn 
D) FedEx 
E) A public bus company

Question 12

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 13

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

Accepted Answer

A) True 
 B)False

Question 14

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 15

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.

Accepted Answer

A) True 
 B)False

Question 16

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

Question 17

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

Accepted Answer

A) Procedural justice 
B) Legal justice 
C) Interactional justice 
D) Relational justice 
E) Outcome justice 
A) Procedural justice 
B) Legal justice 
C) Interactional justice 
D) Relational justice 
E) Outcome justice

Question 18

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

Accepted Answer

Firms that currently have poor or uncont

Question 19

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

Accepted Answer

The answer of Who are airline customers most likely to...

Question 20

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

Accepted Answer

A) True 
 B)False

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

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

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

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 ____________.

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

Service guarantees are always appropriate.

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.

The best cure for vandalism is ______________.

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

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?

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

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

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

Effective service recovery procedures should be , , , and .

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.

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

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

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

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

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

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

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

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

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

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 ____________.

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

Service guarantees are always appropriate.

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.

The best cure for vandalism is ______________.

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

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?

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

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

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

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

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.

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

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

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

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

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

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

Effective service recovery procedures should be , , , and .