Question 1

According to the SOCAP research, a complainant who is dissatisfied with the outcome will tell _______ other people.

Accepted Answer

A) five 
B) seven 
C) eight 
D) nine 
E) eleven 
A) five 
B) seven 
C) eight 
D) nine 
E) eleven

Question 2

The satisfaction level was significantly greater the higher up the hierarchy the customers needed to complain.

Accepted Answer

A) True 
 B)False

Question 3

Sam has been waiting for his dentist appointment for more than an hour.According to the theory of stress and coping, what psychological processes are likely?

Accepted Answer

A) Sam will appraise the situation as beneficial and then cope by distancing. 
B) Sam will appraise the situation as threatening his well-being and then make an effort to cope. 
C) Sam will perceive triggers for negative emotions and then react with a cognitive appraisal. 
D) Sam will adopt a 'Do-Feel-Think' framework for coping with stress. 
E) Sam will complain to the receptionist and then appraise the response before evaluating the situation. 
A) Sam will appraise the situation as beneficial and then cope by distancing. 
B) Sam will appraise the situation as threatening his well-being and then make an effort to cope. 
C) Sam will perceive triggers for negative emotions and then react with a cognitive appraisal. 
D) Sam will adopt a 'Do-Feel-Think' framework for coping with stress. 
E) Sam will complain to the receptionist and then appraise the response before evaluating the situation.

Question 4

'It's not in the getting wrong; it's in the putting right.' Explain the significance of this statement to service recovery and customer satisfaction.

Accepted Answer

This statement highlights the importance

Question 5

Customer complaints can be a valuable source of information to a company.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following may NOT be a true statement?

Accepted Answer

A) Consumers complain to recover some economic loss. 
B) Customers usually seek a refund or a repeat of the service if the problem is unresolved. 
C) Anecdotal evidence suggests that loyal customers are even more offended. 
D) A reason for engaging in complaining behaviour is to rebuild self-esteem. 
E) Consumers often complain to gain some extra favour. 
A) Consumers complain to recover some economic loss. 
B) Customers usually seek a refund or a repeat of the service if the problem is unresolved. 
C) Anecdotal evidence suggests that loyal customers are even more offended. 
D) A reason for engaging in complaining behaviour is to rebuild self-esteem. 
E) Consumers often complain to gain some extra favour.

Question 7

Which of the following is NOT a reason to encourage dissatisfied customers to complain?

Accepted Answer

A) Companies are given the opportunity to salvage the relationship. 
B) Complaints provide free feedback. 
C) Handling complaints is time consuming. 
D) Complaints alert companies to deficiencies in organisational processes. 
E) Effective service recovery can increase customer perceived value. 
A) Companies are given the opportunity to salvage the relationship. 
B) Complaints provide free feedback. 
C) Handling complaints is time consuming. 
D) Complaints alert companies to deficiencies in organisational processes. 
E) Effective service recovery can increase customer perceived value.

Question 8

When consumers complain, the main purposes are to recover some economic loss and to _______.

Accepted Answer

A) conduct a cognitive appraisal 
B) apply a 'Think-Feel-Do' framework 
C) trigger negative emotions 
D) rebuild self-esteem 
E) exercise self-restraint 
A) conduct a cognitive appraisal 
B) apply a 'Think-Feel-Do' framework 
C) trigger negative emotions 
D) rebuild self-esteem 
E) exercise self-restraint

Question 9

What does Pareto analysis suggest about the causes of service failures?

Accepted Answer

A) About 20 per cent of possible causes will explain about 80 per cent of failures. 
B) About 80 per cent of possible causes will explain about 20 per cent of failures. 
C) Service problems often result from information failures, especially failure to communicate with customers. 
D) Customers experience frontstage failures more directly than they experience backstage failures. 
E) The causes of problems with service delivery arise at weak links in the service delivery chain. 
A) About 20 per cent of possible causes will explain about 80 per cent of failures. 
B) About 80 per cent of possible causes will explain about 20 per cent of failures. 
C) Service problems often result from information failures, especially failure to communicate with customers. 
D) Customers experience frontstage failures more directly than they experience backstage failures. 
E) The causes of problems with service delivery arise at weak links in the service delivery chain.

Question 10

All of the following are benefits from empowering frontline staff to deal with customer complaints EXCEPT:

Accepted Answer

A) Employee morale may be increased. 
B) Customer problems can be resolved in a faster manner. 
C) Service delivery can be standardised. 
D) Customer complaints may be resolved in a more responsive way. 
E) Front line staff are usually the customer's first point of contact. 
A) Employee morale may be increased. 
B) Customer problems can be resolved in a faster manner. 
C) Service delivery can be standardised. 
D) Customer complaints may be resolved in a more responsive way. 
E) Front line staff are usually the customer's first point of contact.

Question 11

In terms of perceived fairness the three dimensions of justice-distributive, procedural and interactional-all play an important part.

Accepted Answer

A) True 
 B)False

Question 12

Explain the different options open to customers when they are unhappy with the service they received.If you were running an investment advisory business, which of the options would you prefer your unhappy customers pursue? Why?

Accepted Answer

When customers are unhappy with the serv

Question 13

Pareto developed a rule which is used to identify the principle cause of observed outcomes.The rule which came for this is referred to as the _______ rule.

Accepted Answer

A) 50/50 
B) 60/40 
C) 70/30 
D) 80/20 
E) 90/10 
A) 50/50 
B) 60/40 
C) 70/30 
D) 80/20 
E) 90/10

Question 14

When faced with a customer complaint, service providers should take their time, gathering all information and consulting with colleagues, especially if compensation is requested.

Accepted Answer

A) True 
 B)False

Question 15

Blueprints, fishbone diagrams and control charts provide service firms with information as to the root causes of service failures.

Accepted Answer

A) True 
 B)False

Question 16

What is the main reason why service encounters are especially vulnerable to service breakdowns?

Accepted Answer

A) Services are intangible. 
B) Services are co-produced. 
C) Services cannot be stockpiled. 
D) They are delivered by people whose service varies. 
E) Services cannot be tested prior to purchase. 
A) Services are intangible. 
B) Services are co-produced. 
C) Services cannot be stockpiled. 
D) They are delivered by people whose service varies. 
E) Services cannot be tested prior to purchase.

Question 17

Research suggests that many dissatisfied customers never complain but simply defect to a competition.What are the management implications of this finding and how might managers try to minimise such defections?

Accepted Answer

The management implications of this find

Question 18

Think about a time when you had to wait to receive a service-for example, a delayed flight, a medical or other appointment or a wait for a restaurant table on a busy night.Describe how you reacted to the situation, including your thoughts and feelings about what happened.How did you decide whether to complain? If you could have advised management and frontline employees on how to handle the situation, what would you have suggested?

Accepted Answer

I remember a time when I had to wait for

Question 19

Customers are primarily concerned with fairness in the policies and procedures that form service recovery

Accepted Answer

A) True 
 B)False

Question 20

When customers make a complaint to the organisation they expect it to be dealt with in:

Accepted Answer

A) 2-3 days 
B) 3-4 days 
C) 4-5 days 
D) 7-8 days 
E) 8-9 days 
A) 2-3 days 
B) 3-4 days 
C) 4-5 days 
D) 7-8 days 
E) 8-9 days

According to the SOCAP research, a complainant who is dissatisfied with the outcome will tell _______ other people.

The satisfaction level was significantly greater the higher up the hierarchy the customers needed to complain.

Sam has been waiting for his dentist appointment for more than an hour.According to the theory of stress and coping, what psychological processes are likely?

'It's not in the getting wrong; it's in the putting right.' Explain the significance of this statement to service recovery and customer satisfaction.

Customer complaints can be a valuable source of information to a company.

Which of the following may NOT be a true statement?

Which of the following is NOT a reason to encourage dissatisfied customers to complain?

When consumers complain, the main purposes are to recover some economic loss and to _______.

What does Pareto analysis suggest about the causes of service failures?

All of the following are benefits from empowering frontline staff to deal with customer complaints EXCEPT:

In terms of perceived fairness the three dimensions of justice-distributive, procedural and interactional-all play an important part.

Explain the different options open to customers when they are unhappy with the service they received.If you were running an investment advisory business, which of the options would you prefer your unhappy customers pursue? Why?

Pareto developed a rule which is used to identify the principle cause of observed outcomes.The rule which came for this is referred to as the _______ rule.

When faced with a customer complaint, service providers should take their time, gathering all information and consulting with colleagues, especially if compensation is requested.

Blueprints, fishbone diagrams and control charts provide service firms with information as to the root causes of service failures.

What is the main reason why service encounters are especially vulnerable to service breakdowns?

Research suggests that many dissatisfied customers never complain but simply defect to a competition.What are the management implications of this finding and how might managers try to minimise such defections?

Customers are primarily concerned with fairness in the policies and procedures that form service recovery

When customers make a complaint to the organisation they expect it to be dealt with in:

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

Filters

Exam 14: Handling customer complaints and managing service recovery

According to the SOCAP research, a complainant who is dissatisfied with the outcome will tell _______ other people.

The satisfaction level was significantly greater the higher up the hierarchy the customers needed to complain.

Sam has been waiting for his dentist appointment for more than an hour.According to the theory of stress and coping, what psychological processes are likely?

'It's not in the getting wrong; it's in the putting right.' Explain the significance of this statement to service recovery and customer satisfaction.

Customer complaints can be a valuable source of information to a company.

Which of the following may NOT be a true statement?

Which of the following is NOT a reason to encourage dissatisfied customers to complain?

When consumers complain, the main purposes are to recover some economic loss and to _______.

What does Pareto analysis suggest about the causes of service failures?

All of the following are benefits from empowering frontline staff to deal with customer complaints EXCEPT:

In terms of perceived fairness the three dimensions of justice-distributive, procedural and interactional-all play an important part.

Explain the different options open to customers when they are unhappy with the service they received.If you were running an investment advisory business, which of the options would you prefer your unhappy customers pursue? Why?

Pareto developed a rule which is used to identify the principle cause of observed outcomes.The rule which came for this is referred to as the _______ rule.

When faced with a customer complaint, service providers should take their time, gathering all information and consulting with colleagues, especially if compensation is requested.

Blueprints, fishbone diagrams and control charts provide service firms with information as to the root causes of service failures.

What is the main reason why service encounters are especially vulnerable to service breakdowns?

Research suggests that many dissatisfied customers never complain but simply defect to a competition.What are the management implications of this finding and how might managers try to minimise such defections?

Customers are primarily concerned with fairness in the policies and procedures that form service recovery

When customers make a complaint to the organisation they expect it to be dealt with in:

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

Filters