Question 1

According to the text,which of the following is NOT a type of complainer?

Accepted Answer

A) meek customer 
B) aggressive customer 
C) high-roller customer 
D) rip-off customer 
E) ugly customer 
A) meek customer 
B) aggressive customer 
C) high-roller customer 
D) rip-off customer 
E) ugly customer E

Question 2

During a service recovery effort,the employee was very empathetic to the customer's plight and agreed to replace the defective product.However,it took three months for the replacement product to show up,which was much later than the customer had anticipated.As a result,the recovery effort violated the customer's ____ justice need.

Accepted Answer

A) social 
B) procedural 
C) interactional 
D) distributive 
E) ethical 
A) social 
B) procedural 
C) interactional 
D) distributive 
E) ethical B

Question 3

Discuss the reasons customers complain.

Accepted Answer

Customers that do complain may do so to: (1) correct the problem; (2) provide an emotional release from frustration; (3) regain some measure of control through indirect retribution; (4) solicit sympathy; (5) test for consensus;and (6) create an impression of being more intelligent or discerning.

Question 4

Categorize each of the following service failures into its appropriate main service failure category.
-a disabledindividual who isunable to gain access to the managing partner's office

Accepted Answer

A) core service failures 
B) failures relating to customerneeds and requests 
C) failures relating to unprompted/unsolicited employee actions 
A) core service failures 
B) failures relating to customerneeds and requests 
C) failures relating to unprompted/unsolicited employee actions

Question 5

Which of the following compensates the customer to offset the cost of the service failure?

Accepted Answer

A) replacement 
B) correction 
C) substitution 
D) front-line 
E) coupon 
A) replacement 
B) correction 
C) substitution 
D) front-line 
E) coupon

Question 6

____ refers to the situation in which the customer rates performance higher if a failure occurs and the contact personnel successfully recover from it than if the service had been delivered correctly the first time.

Accepted Answer

A) Service recovery paradox 
B) Service recovery 
C) Critical incident 
D) Moment of truth 
E) The critical incident technique 
A) Service recovery paradox 
B) Service recovery 
C) Critical incident 
D) Moment of truth 
E) The critical incident technique

Question 7

Categorize each of the following service failures into its appropriate main service failure category.
-rude service providers

Accepted Answer

A) core service failures 
B) failures relating to customerneeds and requests 
C) failures relating to unprompted/unsolicited employee actions 
A) core service failures 
B) failures relating to customerneeds and requests 
C) failures relating to unprompted/unsolicited employee actions

Question 8

Categorize each of the following service failures into its appropriate main service failure category.
-a customer who orders a hamburger medium rare and receives it well-done

Accepted Answer

A) core service failures 
B) failures relating to customerneeds and requests 
C) failures relating to unprompted/unsolicited employee actions 
A) core service failures 
B) failures relating to customerneeds and requests 
C) failures relating to unprompted/unsolicited employee actions

Question 9

The smallest number of complaints registered by individuals are:

Accepted Answer

A) instrumental and ostensive. 
B) instrumental and reflexive. 
C) noninstrumental and ostensive. 
D) noninstrumental and reflexive. 
E) ostensive and reflexive. 
A) instrumental and ostensive. 
B) instrumental and reflexive. 
C) noninstrumental and ostensive. 
D) noninstrumental and reflexive. 
E) ostensive and reflexive.

Question 10

Categorize each of the following service failures into its appropriate main service failure category.
-unavailable or slow service

Accepted Answer

A) core service failures 
B) failures relating to customerneeds and requests 
C) failures relating to unprompted/unsolicited employee actions 
A) core service failures 
B) failures relating to customerneeds and requests 
C) failures relating to unprompted/unsolicited employee actions

Question 11

All of the followingare reasons customers make noninstrumental complaints except:

Accepted Answer

A) to alter an undesirable state of affairs. 
B) to regain some control through indirect retribution. 
C) to solicit sympathy. 
D) to create the impression of being more intelligent and discerning. 
E) to release frustration. 
A) to alter an undesirable state of affairs. 
B) to regain some control through indirect retribution. 
C) to solicit sympathy. 
D) to create the impression of being more intelligent and discerning. 
E) to release frustration.

Question 12

Perceived justice consists of three components:

Accepted Answer

A) social,distributive,and ethical justices. 
B) procedural,psychological,and social justices. 
C) social,interactional,and physical justices. 
D) distributive,interactional,and procedural justices. 
E) social,ethical,and physical justices. 
A) social,distributive,and ethical justices. 
B) procedural,psychological,and social justices. 
C) social,interactional,and physical justices. 
D) distributive,interactional,and procedural justices. 
E) social,ethical,and physical justices.

Question 13

Categorize each of the following service failures into its appropriate main service failure category.
-dirty silverware in a restaurant

Accepted Answer

A) core service failures 
B) failures relating to customerneeds and requests 
C) failures relating to unprompted/unsolicited employee actions 
A) core service failures 
B) failures relating to customerneeds and requests 
C) failures relating to unprompted/unsolicited employee actions

Question 14

Allof the followingare amain service failure category discussed in the text except:

Accepted Answer

A) unprompted and unsolicited employee actions. 
B) failures relating to customer needs and requests. 
C) pricing failures 
D) core service failures 
E) failures relating to problematic customers 
A) unprompted and unsolicited employee actions. 
B) failures relating to customer needs and requests. 
C) pricing failures 
D) core service failures 
E) failures relating to problematic customers

Question 15

Which of the following isNOT one ofthe broad recovery strategy categories?

Accepted Answer

A) compensatory strategies 
B) restoration strategies 
C) apologetic strategies 
D) replacement strategies 
E) responsivestrategies 
A) compensatory strategies 
B) restoration strategies 
C) apologetic strategies 
D) replacement strategies 
E) responsivestrategies

Question 16

A complaining outcome in which the consumer takes action deliberately designed to damage the physical operation or hurt future business is called:

Accepted Answer

A) voice. 
B) retaliation. 
C) service recovery. 
D) exit. 
E) service recovery paradox. 
A) voice. 
B) retaliation. 
C) service recovery. 
D) exit. 
E) service recovery paradox.

Question 17

Service failures NOT relating toproblematic customers include:

Accepted Answer

A) uncooperative customers. 
B) breaking company policies. 
C) drunkenness. 
D) admitted customer error. 
E) verbal and physical abuse. 
A) uncooperative customers. 
B) breaking company policies. 
C) drunkenness. 
D) admitted customer error. 
E) verbal and physical abuse.

Question 18

Under which subgroup of the service failure category relating to customer needs and requests would preparing a meal for a vegetarian fall?

Accepted Answer

A) special needs 
B) customer preferences 
C) disruptive others 
D) customer errors 
E) level of attention 
A) special needs 
B) customer preferences 
C) disruptive others 
D) customer errors 
E) level of attention

Question 19

Discuss the reasons many customers never complain.

Accepted Answer

Customers typically do not complain for

Question 20

During a service recovery effort,the employee promptly refunded the customer's money,but threw the money at the customer.As a result,the recovery effort violated the customer's ____ justice need.

Accepted Answer

A) social 
B) procedural 
C) interactional 
D) distributive 
E) ethical 
A) social 
B) procedural 
C) interactional 
D) distributive 
E) ethical

According to the text,which of the following is NOT a type of complainer?

Discuss the reasons customers complain.

Categorize each of the following service failures into its appropriate main service failure category. -a disabledindividual who isunable to gain access to the managing partner's office

Which of the following compensates the customer to offset the cost of the service failure?

____ refers to the situation in which the customer rates performance higher if a failure occurs and the contact personnel successfully recover from it than if the service had been delivered correctly the first time.

Categorize each of the following service failures into its appropriate main service failure category. -rude service providers

Categorize each of the following service failures into its appropriate main service failure category. -a customer who orders a hamburger medium rare and receives it well-done

The smallest number of complaints registered by individuals are:

Categorize each of the following service failures into its appropriate main service failure category. -unavailable or slow service

All of the followingare reasons customers make noninstrumental complaints except:

Perceived justice consists of three components:

Categorize each of the following service failures into its appropriate main service failure category. -dirty silverware in a restaurant

Allof the followingare amain service failure category discussed in the text except:

Which of the following isNOT one ofthe broad recovery strategy categories?

A complaining outcome in which the consumer takes action deliberately designed to damage the physical operation or hurt future business is called:

Service failures NOT relating toproblematic customers include:

Under which subgroup of the service failure category relating to customer needs and requests would preparing a meal for a vegetarian fall?

Discuss the reasons many customers never complain.

During a service recovery effort,the employee promptly refunded the customer's money,but threw the money at the customer.As a result,the recovery effort violated the customer's ____ justice need.

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

Filters

Exam 13: Complaint and Service Recovery Management

According to the text,which of the following is NOT a type of complainer?

Discuss the reasons customers complain.

Categorize each of the following service failures into its appropriate main service failure category. -a disabledindividual who isunable to gain access to the managing partner's office

Which of the following compensates the customer to offset the cost of the service failure?

____ refers to the situation in which the customer rates performance higher if a failure occurs and the contact personnel successfully recover from it than if the service had been delivered correctly the first time.

Categorize each of the following service failures into its appropriate main service failure category. -rude service providers

Categorize each of the following service failures into its appropriate main service failure category. -a customer who orders a hamburger medium rare and receives it well-done

The smallest number of complaints registered by individuals are:

Categorize each of the following service failures into its appropriate main service failure category. -unavailable or slow service

All of the followingare reasons customers make noninstrumental complaints except:

Perceived justice consists of three components:

Categorize each of the following service failures into its appropriate main service failure category. -dirty silverware in a restaurant

Allof the followingare amain service failure category discussed in the text except:

Which of the following isNOT one ofthe broad recovery strategy categories?

A complaining outcome in which the consumer takes action deliberately designed to damage the physical operation or hurt future business is called:

Service failures NOT relating toproblematic customers include:

Under which subgroup of the service failure category relating to customer needs and requests would preparing a meal for a vegetarian fall?

Discuss the reasons many customers never complain.

During a service recovery effort,the employee promptly refunded the customer's money,but threw the money at the customer.As a result,the recovery effort violated the customer's ____ justice need.

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Employees

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

Filters