Question 1

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

Accepted Answer

The service recovery paradox o

Question 2

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 3

What is the true impact of a customer defection?

Accepted Answer

When a dissatisfied customer defects,the

Question 4

When Marriott Long Wharf Hotel faces the situation of overbooking,all of the following are steps to recover the situation EXCEPT ____________.

Accepted Answer

A) upgrade the guest to a suite 
B) helping the guest get a room in another hotel 
C) giving the guest money to pay for the cab fare 
D) giving the guest complimentary continental breakfast 
E) call the guest later at the other hotel to make sure he is alright 
A) upgrade the guest to a suite 
B) helping the guest get a room in another hotel 
C) giving the guest money to pay for the cab fare 
D) giving the guest complimentary continental breakfast 
E) call the guest later at the other hotel to make sure he is alright

Question 5

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.

Accepted Answer

A) True 
 B)False

Question 6

Proper service recovery can be accomplished by making it easy for customers to give feedback,enabling effective service recovery,and establishing appropriate compensation levels.

Accepted Answer

A) True 
 B)False

Question 7

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 8

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 9

What is procedural justice?

Accepted Answer

It concerns the perceived fair

Question 10

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

Accepted Answer

A) Take legal action. 
B) Vent their anger on the service equipment. 
C) Do nothing. 
D) Complain to the service firm. 
E) Give negative word of mouth. 
A) Take legal action. 
B) Vent their anger on the service equipment. 
C) Do nothing. 
D) Complain to the service firm. 
E) Give negative word of mouth.

Question 11

Service guarantees are always appropriate.

Accepted Answer

A) True 
 B)False

Question 12

____________ 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 13

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 14

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 15

L.L.Bean'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 16

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

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

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 20

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

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

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?

What is the true impact of a customer defection?

When Marriott Long Wharf Hotel faces the situation of overbooking,all of the following are steps to recover the situation EXCEPT ____________.

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.

Proper service recovery can be accomplished by making it easy for customers to give feedback,enabling effective service recovery,and establishing appropriate compensation levels.

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.

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

What is procedural justice?

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

Service guarantees are always appropriate.

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

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

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

L.L.Bean's 100 percent satisfaction guarantee is a good example of a service guarantee that goes wrong and hurts a firm's financial performance.

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

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

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

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

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

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing 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 Service Leadership

Filters

Exam 13: Complaint Handling and Service Recovery

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

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?

What is the true impact of a customer defection?

When Marriott Long Wharf Hotel faces the situation of overbooking,all of the following are steps to recover the situation EXCEPT ____________.

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.

Proper service recovery can be accomplished by making it easy for customers to give feedback,enabling effective service recovery,and establishing appropriate compensation levels.

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.

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

What is procedural justice?

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

Service guarantees are always appropriate.

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

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

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

L.L.Bean's 100 percent satisfaction guarantee is a good example of a service guarantee that goes wrong and hurts a firm's financial performance.

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

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

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

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

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

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing 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 Service Leadership

Filters