Question 1

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 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

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.

Question 4

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 5

Discuss the four common service recovery mistakes made by organizations.

Accepted Answer

The first mistake managers make is disre

Effective service recovery procedures should be ,,,and .

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

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

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

Discuss the four common service recovery mistakes made by organizations.

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

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

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

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

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

Discuss the four common service recovery mistakes made by organizations.

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

Effective service recovery procedures should be ,,,and .