Question 1

Which of the following is NOT one of the reasons why customers complain that is listed in the book?

Accepted Answer

A) Better understand the failure 
B) Vent their anger 
C) Help improve the service 
D) Obtain restitution or compensation 
E) For altruistic reasons 
A) Better understand the failure 
B) Vent their anger 
C) Help improve the service 
D) Obtain restitution or compensation 
E) For altruistic reasons A

Question 2

What are the three main response options for customers who experience service failures?

Accepted Answer

Take public action,take private action,or take no action.

Question 3

How function does a service guarantee serve for firms?

Accepted Answer

It is one way for particularly customer-focused firms to institutionalize professional complaint handling and effective service recovery.

Question 4

Describe a service guarantee offered in the chapter that instills confidence and one that does not.

Accepted Answer

The LL Bean Guarantee represents a total

Question 5

Explain a situation where a service firm should not implement a service guarantee.

Accepted Answer

Firms that currently have poor or uncont

Question 6

Which of the following is NOT one of the criteria that service guarantees should be designed to meet?

Accepted Answer

A) Easy to understand and communicate 
B) Meaningful to the customer 
C) Conditional 
D) Easy to invoke 
E) Credible 
A) Easy to understand and communicate 
B) Meaningful to the customer 
C) Conditional 
D) Easy to invoke 
E) Credible

Question 7

Explain what is meant by a "combined guarantee."

Accepted Answer

Combined guarantees stem from the ambigu

Question 8

Hampton Inn has developed a way to identify guests who appear to be cheating and give them a lot of personalized attention and follow-up from the company.

Accepted Answer

A) True 
 B)False

Question 9

The Cheat is the kind of jaycustomer who delays payments.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following is NOT one of the elements of effective service recovery?

Accepted Answer

A) Do the job right the first time. 
B) Seek alternative recompense strategies. 
C) Identify service complaints. 
D) Resolve complaints effectively. 
E) Learn from the recovery experience. 
A) Do the job right the first time. 
B) Seek alternative recompense strategies. 
C) Identify service complaints. 
D) Resolve complaints effectively. 
E) Learn from the recovery experience.

Question 11

Give an example of a single attribute-specific guarantee.

Accepted Answer

Any of three popular pizzas th

Question 12

People in lower socioeconomic levels are more likely to complain than those in higher levels.

Accepted Answer

A) True 
 B)False

Question 13

Give an example of a full-satisfaction guarantee.

Accepted Answer

Land's End guarantee: "If you

Question 14

Discuss the perceived advantages of Hampton Inn's 100 percent satisfaction guarantee.

Accepted Answer

The guarantee provides many advantages t

Question 15

Which of the following services best represents how little complaining consumers actually do?

Accepted Answer

A) TARP 
B) Land's End 
C) Hampton Inn 
D) FedEx 
E) A public bus company 
A) TARP 
B) Land's End 
C) Hampton Inn 
D) FedEx 
E) A public bus company

Question 16

All of the following are jaycustomers EXCEPT ___________.

Accepted Answer

A) The Cheat 
B) The Rule Breaker 
C) The Belligerent 
D) The Deadbeat 
E) The Hooligan 
A) The Cheat 
B) The Rule Breaker 
C) The Belligerent 
D) The Deadbeat 
E) The Hooligan

Question 17

Service recovery is an umbrella term for systematic efforts by a firm to correct a problem following a service failure and retain a customer's goodwill.

Accepted Answer

A) True 
 B)False

Question 18

Describe the three complaint barriers for dissatisfied consumers and explain how a firm can reduce these barriers.

Accepted Answer

Inconvenience,doubtful payoff,and unplea

Question 19

Recent research shows that the amount of a guarantee payout has no effect on consumer cheating.Which of the following is one of the important managerial implications of this?

Accepted Answer

A) Guarantees can be restricted to new customers because of the propensity for repeat customers to cheat. 
B) Guarantees can be kept low to prevent rewarding cheaters. 
C) Managers can reap the marketing rewards of higher guarantees without increased payouts due to consumer cheating. 
D) Managers cannot expect to recover the difference in guarantees for different types of consumers. 
E) Guarantee levels can be used to dissuade consumer cheating. 
A) Guarantees can be restricted to new customers because of the propensity for repeat customers to cheat. 
B) Guarantees can be kept low to prevent rewarding cheaters. 
C) Managers can reap the marketing rewards of higher guarantees without increased payouts due to consumer cheating. 
D) Managers cannot expect to recover the difference in guarantees for different types of consumers. 
E) Guarantee levels can be used to dissuade consumer cheating.

Question 20

Conditional guarantees are more effective.

Accepted Answer

A) True 
 B)False

Which of the following is NOT one of the reasons why customers complain that is listed in the book?

What are the three main response options for customers who experience service failures?

How function does a service guarantee serve for firms?

Describe a service guarantee offered in the chapter that instills confidence and one that does not.

Explain a situation where a service firm should not implement a service guarantee.

Which of the following is NOT one of the criteria that service guarantees should be designed to meet?

Explain what is meant by a "combined guarantee."

Hampton Inn has developed a way to identify guests who appear to be cheating and give them a lot of personalized attention and follow-up from the company.

The Cheat is the kind of jaycustomer who delays payments.

Which of the following is NOT one of the elements of effective service recovery?

Give an example of a single attribute-specific guarantee.

People in lower socioeconomic levels are more likely to complain than those in higher levels.

Give an example of a full-satisfaction guarantee.

Discuss the perceived advantages of Hampton Inn's 100 percent satisfaction guarantee.

Which of the following services best represents how little complaining consumers actually do?

All of the following are jaycustomers EXCEPT ___________.

Service recovery is an umbrella term for systematic efforts by a firm to correct a problem following a service failure and retain a customer's goodwill.

Describe the three complaint barriers for dissatisfied consumers and explain how a firm can reduce these barriers.

Recent research shows that the amount of a guarantee payout has no effect on consumer cheating.Which of the following is one of the important managerial implications of this?

Conditional guarantees are more effective.

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

Which of the following is NOT one of the reasons why customers complain that is listed in the book?

What are the three main response options for customers who experience service failures?

How function does a service guarantee serve for firms?

Describe a service guarantee offered in the chapter that instills confidence and one that does not.

Explain a situation where a service firm should not implement a service guarantee.

Which of the following is NOT one of the criteria that service guarantees should be designed to meet?

Explain what is meant by a "combined guarantee."

Hampton Inn has developed a way to identify guests who appear to be cheating and give them a lot of personalized attention and follow-up from the company.

The Cheat is the kind of jaycustomer who delays payments.

Which of the following is NOT one of the elements of effective service recovery?

Give an example of a single attribute-specific guarantee.

People in lower socioeconomic levels are more likely to complain than those in higher levels.

Give an example of a full-satisfaction guarantee.

Discuss the perceived advantages of Hampton Inn's 100 percent satisfaction guarantee.

Which of the following services best represents how little complaining consumers actually do?

All of the following are jaycustomers EXCEPT ___________.

Service recovery is an umbrella term for systematic efforts by a firm to correct a problem following a service failure and retain a customer's goodwill.

Describe the three complaint barriers for dissatisfied consumers and explain how a firm can reduce these barriers.

Recent research shows that the amount of a guarantee payout has no effect on consumer cheating.Which of the following is one of the important managerial implications of this?

Conditional guarantees are more effective.

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