Question 1

_____ focuses on the interpersonal treatment received by the consumer during the complaint process.

Accepted Answer

A)  Functional fairness 
B)  Procedural fairness 
C)  Interactional fairness 
D)  Service equity 
E)  Outcome fairness 
A)  Functional fairness 
B)  Procedural fairness 
C)  Interactional fairness 
D)  Service equity 
E)  Outcome fairness

Question 2

A guarantee is a particular type of service recovery tool.

Accepted Answer

A) True 
 B)False

Question 3

A person who is a(n)_____ is a type of complainer who is unlikely to say anything to the service provider.This type of complainer often doubts the effectiveness of complaining because of a belief that the consequences will not merit the time and effort they will expend complaining.

Accepted Answer

A)  Irate 
B)  Passive 
C)  Aggressive 
D)  Activist 
E)  Voicer 
A)  Irate 
B)  Passive 
C)  Aggressive 
D)  Activist 
E)  Voicer

Question 4

All of the following are causes for customer's brand switching EXCEPT:

Accepted Answer

A)  Ethical problems 
B)  Pricing 
C)  Inconvenience 
D)  A service paradox 
E)  Core service failure 
A)  Ethical problems 
B)  Pricing 
C)  Inconvenience 
D)  A service paradox 
E)  Core service failure

Question 5

The service recovery paradox states that all recovery service efforts deepen the long-term relationship between the customer and the service provider.

Accepted Answer

A) True 
 B)False

Question 6

_____ concerns the results that customers receive from their complaints.

Accepted Answer

A)  Functional fairness 
B)  Procedural fairness 
C)  Interactional fairness 
D)  Service equity 
E)  Outcome fairness 
A)  Functional fairness 
B)  Procedural fairness 
C)  Interactional fairness 
D)  Service equity 
E)  Outcome fairness

Question 7

What kind of fairness is being requested when customers want their complaints handled politely,fairly and honestly?

Accepted Answer

Interactio

Question 8

Which of the following is the BEST example of outcome fairness?

Accepted Answer

A)  The restaurant charged the man for two meals when he sent back his overcooked steak and demanded one cooked correctly 
B)  Miriam decided the missing button was not important enough to make another trip to the cleaners and complain 
C)  The sign posted on the wall stated the hair salon would not style the hair of anyone who did not have an appointment 
D)  The small movie theater gave all patrons two-free movie tickets for the night of their choice when the movie projector broke halfway through showing the newest Brad Pitt movie 
E)  The hotel refused to help a man find a room for the night when he missed his scheduled airplane flight 
A)  The restaurant charged the man for two meals when he sent back his overcooked steak and demanded one cooked correctly 
B)  Miriam decided the missing button was not important enough to make another trip to the cleaners and complain 
C)  The sign posted on the wall stated the hair salon would not style the hair of anyone who did not have an appointment 
D)  The small movie theater gave all patrons two-free movie tickets for the night of their choice when the movie projector broke halfway through showing the newest Brad Pitt movie 
E)  The hotel refused to help a man find a room for the night when he missed his scheduled airplane flight

Question 9

For which of the following service providers would a guarantee be inappropriate?

Accepted Answer

A)  A child care provider who has a reputation for providing the best and most responsible child care in a community 
B)  A truck rental company 
C)  An engine tune-up at a car dealership 
D)  A travel agency 
E)  A university 
A)  A child care provider who has a reputation for providing the best and most responsible child care in a community 
B)  A truck rental company 
C)  An engine tune-up at a car dealership 
D)  A travel agency 
E)  A university

Question 10

Formal market research of lost customers' motivations is a waste of resources.

Accepted Answer

A) True 
 B)False

Question 11

In addition to compensation,customers expect _____.In other words,they expect fairness in terms of policies,rules and timeliness of complaint process.

Accepted Answer

A)  Functional equity 
B)  Procedural fairness 
C)  Interactional fairness 
D)  Service equity 
E)  Outcome fairness 
A)  Functional equity 
B)  Procedural fairness 
C)  Interactional fairness 
D)  Service equity 
E)  Outcome fairness

Question 12

Kelso Massage Therapy promises its clients that their wait for a massage will be less than fifteen minutes or the massage is free.What type of service recovery tool is Kelso Massage Therapy using?

Accepted Answer

A)  Offer a guarantee 
B)  Respond quickly 
C)  Do it right the first time 
D)  Implement the service paradox 
E)  Act proactively instead of reactively 
A)  Offer a guarantee 
B)  Respond quickly 
C)  Do it right the first time 
D)  Implement the service paradox 
E)  Act proactively instead of reactively

Question 13

________ refers to the actions taken by an organization in response to a service failure.

Accepted Answer

A)  Service recovery 
B)  Service paradox 
C)  Service inconsistency 
D)  Outcome fairness 
E)  Procedural recovery 
A)  Service recovery 
B)  Service paradox 
C)  Service inconsistency 
D)  Outcome fairness 
E)  Procedural recovery

Question 14

Bruce was driving to work yesterday when he was nearly run off the road by a speeding furniture delivery truck.On the back of the truck was a phone number to call if you believed the driver was not handling the truck safely.Rather than deciding to never buy furniture from this furniture company,Bruce called the company and complained about the truck driver.The person who took his call thanked Bruce for his concern,apologized for the driver and promised to reprimand him.Which service recovery strategy was the furniture store using?

Accepted Answer

A)  Make the service fail safe 
B)  Learn from lost customers 
C)  Use procedural fairness 
D)  Encourage and track complaints 
E)  Treat customers proactively 
A)  Make the service fail safe 
B)  Learn from lost customers 
C)  Use procedural fairness 
D)  Encourage and track complaints 
E)  Treat customers proactively

Question 15

People who complain can be categorized as:

Accepted Answer

A)  Irates,passives and aggressives 
B)  Passives,activitists,liaisons and negativists 
C)  Activists,mediators,chronic and passives 
D)  Voicers,irates,activists and passives 
E)  Aggressives,passives and mediators 
A)  Irates,passives and aggressives 
B)  Passives,activitists,liaisons and negativists 
C)  Activists,mediators,chronic and passives 
D)  Voicers,irates,activists and passives 
E)  Aggressives,passives and mediators

Question 16

What is the best way to conduct lost customer research?

Accepted Answer

In-depth interviews

Question 17

Service guarantees are appropriate for any company and every service situation.

Accepted Answer

A) True 
 B)False

Question 18

When Robin and Liam arrived at the restaurant,their table was not ready.The hostess gave them free drinks at the bar while they waited for their table to be cleared.What type of fairness does this best represent?

Accepted Answer

The answer of When Robin and Liam arrived at the...

Question 19

The carpenter came to install the new flooring in the Barry kitchen two weeks ago.Once he had removed the old flooring,he announced he needed to go get a sander to smooth out the subflooring.He has not been back.A person who is a voicer type when it comes to complaining would react to this by:

Accepted Answer

A)  Assuming he had done something to alienate the carpenter 
B)  Taking no action whatsoever 
C)  Spreading negative word of mouth about the carpenter to all of his or her friends and relatives 
D)  Confronting the carpenter at another job site and demanding to know when he would be back to finish the floor 
E)  Hiring another carpenter to finish the job 
A)  Assuming he had done something to alienate the carpenter 
B)  Taking no action whatsoever 
C)  Spreading negative word of mouth about the carpenter to all of his or her friends and relatives 
D)  Confronting the carpenter at another job site and demanding to know when he would be back to finish the floor 
E)  Hiring another carpenter to finish the job

Question 20

Many frequent flyers have missed their flights due to long,slow security checks before being allowed to enter the airline's terminal.This policy designed to ensure safe flights has resulted in problems associated with perceived:

Accepted Answer

A)  Functional equity 
B)  Procedural fairness 
C)  Interactional fairness 
D)  Service equity 
E)  Outcome fairness 
A)  Functional equity 
B)  Procedural fairness 
C)  Interactional fairness 
D)  Service equity 
E)  Outcome fairness

_____ focuses on the interpersonal treatment received by the consumer during the complaint process.

A guarantee is a particular type of service recovery tool.

A person who is a(n)_____ is a type of complainer who is unlikely to say anything to the service provider.This type of complainer often doubts the effectiveness of complaining because of a belief that the consequences will not merit the time and effort they will expend complaining.

All of the following are causes for customer's brand switching EXCEPT:

The service recovery paradox states that all recovery service efforts deepen the long-term relationship between the customer and the service provider.

_____ concerns the results that customers receive from their complaints.

What kind of fairness is being requested when customers want their complaints handled politely,fairly and honestly?

Which of the following is the BEST example of outcome fairness?

For which of the following service providers would a guarantee be inappropriate?

Formal market research of lost customers' motivations is a waste of resources.

In addition to compensation,customers expect _____.In other words,they expect fairness in terms of policies,rules and timeliness of complaint process.

Kelso Massage Therapy promises its clients that their wait for a massage will be less than fifteen minutes or the massage is free.What type of service recovery tool is Kelso Massage Therapy using?

________ refers to the actions taken by an organization in response to a service failure.

People who complain can be categorized as:

What is the best way to conduct lost customer research?

Service guarantees are appropriate for any company and every service situation.

When Robin and Liam arrived at the restaurant,their table was not ready.The hostess gave them free drinks at the bar while they waited for their table to be cleared.What type of fairness does this best represent?

The carpenter came to install the new flooring in the Barry kitchen two weeks ago.Once he had removed the old flooring,he announced he needed to go get a sander to smooth out the subflooring.He has not been back.A person who is a voicer type when it comes to complaining would react to this by:

Many frequent flyers have missed their flights due to long,slow security checks before being allowed to enter the airline's terminal.This policy designed to ensure safe flights has resulted in problems associated with perceived:

Introduction to Services

Conceptual Framework of the Book: The GAPS Model of Service Quality

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service Delivery

Customers Roles in Service Delivery

Managing Demand and Capacity

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters

Exam 7: Service Recovery

_____ focuses on the interpersonal treatment received by the consumer during the complaint process.

A guarantee is a particular type of service recovery tool.

A person who is a(n)_____ is a type of complainer who is unlikely to say anything to the service provider.This type of complainer often doubts the effectiveness of complaining because of a belief that the consequences will not merit the time and effort they will expend complaining.

All of the following are causes for customer's brand switching EXCEPT:

The service recovery paradox states that all recovery service efforts deepen the long-term relationship between the customer and the service provider.

_____ concerns the results that customers receive from their complaints.

What kind of fairness is being requested when customers want their complaints handled politely,fairly and honestly?

Which of the following is the BEST example of outcome fairness?

For which of the following service providers would a guarantee be inappropriate?

Formal market research of lost customers' motivations is a waste of resources.

In addition to compensation,customers expect _____.In other words,they expect fairness in terms of policies,rules and timeliness of complaint process.

Kelso Massage Therapy promises its clients that their wait for a massage will be less than fifteen minutes or the massage is free.What type of service recovery tool is Kelso Massage Therapy using?

________ refers to the actions taken by an organization in response to a service failure.

People who complain can be categorized as:

What is the best way to conduct lost customer research?

Service guarantees are appropriate for any company and every service situation.

When Robin and Liam arrived at the restaurant,their table was not ready.The hostess gave them free drinks at the bar while they waited for their table to be cleared.What type of fairness does this best represent?

The carpenter came to install the new flooring in the Barry kitchen two weeks ago.Once he had removed the old flooring,he announced he needed to go get a sander to smooth out the subflooring.He has not been back.A person who is a voicer type when it comes to complaining would react to this by:

Many frequent flyers have missed their flights due to long,slow security checks before being allowed to enter the airline's terminal.This policy designed to ensure safe flights has resulted in problems associated with perceived:

Introduction to Services

Conceptual Framework of the Book: The GAPS Model of Service Quality

Customer Expectations of Service

Customer Perceptions of Service

Listening to Customers Through Research

Building Customer Relationships

Service Innovation and Design

Customer-Defined Service Standards

Physical Evidence and the Servicescape

Employees Roles in Service Delivery

Customers Roles in Service Delivery

Managing Demand and Capacity

Integrated Service Marketing Communications

Pricing of Services

The Financial and Economic Impact of Service

Filters