Question 1

All of the following are considered as 'entry points' of customer complaints EXCEPT:

Accepted Answer

A) intermediary organisations acting on behalf of the service organisation 
B) suggestions placed in an on-site Suggestion Box 
C) third parties such as consumer groups 
D) frontline staff 
E) personal assistants to senior managers 
A) intermediary organisations acting on behalf of the service organisation 
B) suggestions placed in an on-site Suggestion Box 
C) third parties such as consumer groups 
D) frontline staff 
E) personal assistants to senior managers E

Question 2

In a service failure situation in a hotel/resort setting, South-East Asian consumers were found to be more satisfied than their Australian counterparts with recovery efforts of the hotel/resort in the following instances EXCEPT:

Accepted Answer

A) the recovery was initiated by the hotel/resort 
B) an apology came from a person of senior status 
C) they were kept regularly informed of what was being done to resolve the problem 
D) who to blame for the service failure was known to the consumers 
E) an explanation of the cause of the service failure was given 
A) the recovery was initiated by the hotel/resort 
B) an apology came from a person of senior status 
C) they were kept regularly informed of what was being done to resolve the problem 
D) who to blame for the service failure was known to the consumers 
E) an explanation of the cause of the service failure was given D

Question 3

Which of the following is NOT related to complaint behaviour?

Accepted Answer

A) The personal importance of the service 
B) The cost of complaining 
C) Word of mouth 
D) Who is to blame for the problem 
E) Demographic factors such as age and education 
A) The personal importance of the service 
B) The cost of complaining 
C) Word of mouth 
D) Who is to blame for the problem 
E) Demographic factors such as age and education C

Question 4

South-East Asian consumers were more likely to be more satisfied with recovery efforts when:

Accepted Answer

A) they were kept regularly informed 
B) they initiated the complaint 
C) the complaint was dealt with in an informal manner 
D) when blame could be attributed to the organisation 
E) frontline staff make an apology 
A) they were kept regularly informed 
B) they initiated the complaint 
C) the complaint was dealt with in an informal manner 
D) when blame could be attributed to the organisation 
E) frontline staff make an apology

Question 5

Dissatisfied customers often don't complain because they believe the organisation either won't do anything or they'll be sent on a wild goose chase.

Accepted Answer

A) True 
 B)False

Question 6

Discuss the issues which could arise with customers from a firm that relies solely on meeting its sales, financial and performance targets.

Accepted Answer

There are several issues that could aris

Question 7

All of the following should be part of an effective complaint handling process EXCEPT:

Accepted Answer

A) apologising but not being defensive 
B) giving customers the benefit of the doubt 
C) clarifying the steps needed to solve the problem 
D) ensuring social justice 
E) considering compensation 
A) apologising but not being defensive 
B) giving customers the benefit of the doubt 
C) clarifying the steps needed to solve the problem 
D) ensuring social justice 
E) considering compensation

Question 8

Which of the following conditions makes it more likely that a consumer will engage in the opportunistic behaviour of claiming compensation unreasonably?

Accepted Answer

A) Consumers perceive that the company tends to treat people unfairly. 
B) Consumers perceive the company's employees to be friendly. 
C) The company is small. 
D) The consumer has made a one-time transaction with the company. 
E) The company has a reputation for paying employees fairly. 
A) Consumers perceive that the company tends to treat people unfairly. 
B) Consumers perceive the company's employees to be friendly. 
C) The company is small. 
D) The consumer has made a one-time transaction with the company. 
E) The company has a reputation for paying employees fairly.

Question 9

SOCAP has found that Australian firms are in the forefront of world best practice in the area.

Accepted Answer

A) True 
 B)False

Question 10

The more a consumer complains to organisations the more likely they are to know how to deal with the situation.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following benefits could be obtained from a central system for logging complaints?

Accepted Answer

A) To provide a basis for tracking all complaints to see that they have in fact been resolved 
B) To serve as an early warning indicator of deterioration in one or more aspects of service 
C) To indicate issues deserving more detailed decision evaluation 
D) To serve as an early warning indicator of deterioration of backstage and/or frontstage systems 
E) All of the above 
A) To provide a basis for tracking all complaints to see that they have in fact been resolved 
B) To serve as an early warning indicator of deterioration in one or more aspects of service 
C) To indicate issues deserving more detailed decision evaluation 
D) To serve as an early warning indicator of deterioration of backstage and/or frontstage systems 
E) All of the above

Question 12

Which of the following are reasons why customer disappointment followed by service recovery may not be an appropriate strategy?

Accepted Answer

A) Service failures are often quite expensive to rectify. 
B) Reliability is the most critical determinant of service quality. 
C) Increased satisfaction only occurs after exceptional levels of service recovery. 
D) Customers weigh their most recent experiences heavily in subsequent purchases. 
E) All of the above 
A) Service failures are often quite expensive to rectify. 
B) Reliability is the most critical determinant of service quality. 
C) Increased satisfaction only occurs after exceptional levels of service recovery. 
D) Customers weigh their most recent experiences heavily in subsequent purchases. 
E) All of the above

Question 13

All of the following are reasons for Asian customers NOT to complain when they face a service failure except the:

Accepted Answer

A) potential loss of face by the service employees 
B) fear of negative consequences or retaliation from the service employees 
C) teaching of tolerance in Asian societies where Buddhism is the predominant religion 
D) concept of kreng jai which is manifested by a reluctance to disturb others, restraining one's anger or frustration, avoiding asserting one's needs or opinions, and a reluctance to voice complaints or displeasure 
E) concept of jai yen (cool heart) which is manifested by a reluctance to over-react in situations that Western people might find stressful 
A) potential loss of face by the service employees 
B) fear of negative consequences or retaliation from the service employees 
C) teaching of tolerance in Asian societies where Buddhism is the predominant religion 
D) concept of kreng jai which is manifested by a reluctance to disturb others, restraining one's anger or frustration, avoiding asserting one's needs or opinions, and a reluctance to voice complaints or displeasure 
E) concept of jai yen (cool heart) which is manifested by a reluctance to over-react in situations that Western people might find stressful

Question 14

According to a study of consumer complaint behaviour in Australia by SOCAP (Society of Consumer Affairs Professionals), what percentage of customers who took action when they had a serious service failure were satisfied with the way the problem was resolved?

Accepted Answer

A) 21% 
B) 34% 
C) 48% 
D) 65% 
E) 71% 
A) 21% 
B) 34% 
C) 48% 
D) 65% 
E) 71%

Question 15

Which of the following is NOT a principle of effective service recovery at the managerial level?

Accepted Answer

A) Top management commitment 
B) Total quality management 
C) 'Complaints as opportunities' culture 
D) Training and empowerment 
E) Ownership of the complaint 
A) Top management commitment 
B) Total quality management 
C) 'Complaints as opportunities' culture 
D) Training and empowerment 
E) Ownership of the complaint

Question 16

The statement that 'complaints can be seen as an opportunity' seems to be a contradiction in terms.Do you agree with the statement and how would you use this opportunity if you were responsible for handling a breakdown in the reservations system of an airline company?

Accepted Answer

I agree with the statement that complain

Question 17

Poor handling of complaints by management creates a negative response in the attitude of the consumer and is perceived as a violation of basic human needs.Which of the following is not one of those needs?

Accepted Answer

A) Self-esteem 
B) Security 
C) Fairness 
D) Need for control 
E) All of the above 
A) Self-esteem 
B) Security 
C) Fairness 
D) Need for control 
E) All of the above

Question 18

Customers who experience service failure but subsequently receive excellent service are frequently more satisfied than they were before the failure.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following is NOT usually a customer response to a service failure?

Accepted Answer

A) Complain to the service organisation 
B) Do nothing 
C) Increase purchase frequency with the service organisation 
D) Take some kind of overt action with a third party 
E) Defect and not patronise the service organisation 
A) Complain to the service organisation 
B) Do nothing 
C) Increase purchase frequency with the service organisation 
D) Take some kind of overt action with a third party 
E) Defect and not patronise the service organisation

Question 20

When dealing with complaints regarding poor service from Asian clients/customers, how would your approach differ from a similar complaint from a Western client?

Accepted Answer

When dealing with complaints regarding p

All of the following are considered as 'entry points' of customer complaints EXCEPT:

In a service failure situation in a hotel/resort setting, South-East Asian consumers were found to be more satisfied than their Australian counterparts with recovery efforts of the hotel/resort in the following instances EXCEPT:

Which of the following is NOT related to complaint behaviour?

South-East Asian consumers were more likely to be more satisfied with recovery efforts when:

Dissatisfied customers often don't complain because they believe the organisation either won't do anything or they'll be sent on a wild goose chase.

Discuss the issues which could arise with customers from a firm that relies solely on meeting its sales, financial and performance targets.

All of the following should be part of an effective complaint handling process EXCEPT:

Which of the following conditions makes it more likely that a consumer will engage in the opportunistic behaviour of claiming compensation unreasonably?

SOCAP has found that Australian firms are in the forefront of world best practice in the area.

The more a consumer complains to organisations the more likely they are to know how to deal with the situation.

Which of the following benefits could be obtained from a central system for logging complaints?

Which of the following are reasons why customer disappointment followed by service recovery may not be an appropriate strategy?

All of the following are reasons for Asian customers NOT to complain when they face a service failure except the:

According to a study of consumer complaint behaviour in Australia by SOCAP (Society of Consumer Affairs Professionals), what percentage of customers who took action when they had a serious service failure were satisfied with the way the problem was resolved?

Which of the following is NOT a principle of effective service recovery at the managerial level?

The statement that 'complaints can be seen as an opportunity' seems to be a contradiction in terms.Do you agree with the statement and how would you use this opportunity if you were responsible for handling a breakdown in the reservations system of an airline company?

Poor handling of complaints by management creates a negative response in the attitude of the consumer and is perceived as a violation of basic human needs.Which of the following is not one of those needs?

Customers who experience service failure but subsequently receive excellent service are frequently more satisfied than they were before the failure.

Which of the following is NOT usually a customer response to a service failure?

When dealing with complaints regarding poor service from Asian clients/customers, how would your approach differ from a similar complaint from a Western client?

Marketing in the service economy

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Balancing productive capacity and demand

Integrated services marketing communications

Managing people for service advantage

Crafting the service environment

Managing the customer service function

Customer satisfaction and service quality

Managing relationships and building loyalty

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Exam 14: Handling customer complaints and managing service recovery

All of the following are considered as 'entry points' of customer complaints EXCEPT:

In a service failure situation in a hotel/resort setting, South-East Asian consumers were found to be more satisfied than their Australian counterparts with recovery efforts of the hotel/resort in the following instances EXCEPT:

Which of the following is NOT related to complaint behaviour?

South-East Asian consumers were more likely to be more satisfied with recovery efforts when:

Dissatisfied customers often don't complain because they believe the organisation either won't do anything or they'll be sent on a wild goose chase.

Discuss the issues which could arise with customers from a firm that relies solely on meeting its sales, financial and performance targets.

All of the following should be part of an effective complaint handling process EXCEPT:

Which of the following conditions makes it more likely that a consumer will engage in the opportunistic behaviour of claiming compensation unreasonably?

SOCAP has found that Australian firms are in the forefront of world best practice in the area.

The more a consumer complains to organisations the more likely they are to know how to deal with the situation.

Which of the following benefits could be obtained from a central system for logging complaints?

Which of the following are reasons why customer disappointment followed by service recovery may not be an appropriate strategy?

All of the following are reasons for Asian customers NOT to complain when they face a service failure except the:

According to a study of consumer complaint behaviour in Australia by SOCAP (Society of Consumer Affairs Professionals), what percentage of customers who took action when they had a serious service failure were satisfied with the way the problem was resolved?

Which of the following is NOT a principle of effective service recovery at the managerial level?

The statement that 'complaints can be seen as an opportunity' seems to be a contradiction in terms.Do you agree with the statement and how would you use this opportunity if you were responsible for handling a breakdown in the reservations system of an airline company?

Poor handling of complaints by management creates a negative response in the attitude of the consumer and is perceived as a violation of basic human needs.Which of the following is not one of those needs?

Customers who experience service failure but subsequently receive excellent service are frequently more satisfied than they were before the failure.

Which of the following is NOT usually a customer response to a service failure?

When dealing with complaints regarding poor service from Asian clients/customers, how would your approach differ from a similar complaint from a Western client?

Marketing in the service economy

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Balancing productive capacity and demand

Integrated services marketing communications

Managing people for service advantage

Crafting the service environment

Managing the customer service function

Customer satisfaction and service quality

Managing relationships and building loyalty

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