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Exam 8: Service Recovery

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Question 1

Multiple Choice

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

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

F) B) and C)
G) B) and D)

Correct Answer

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D

Question 2

Short Answer

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What kind of a guarantee is a dentist giving that guarantees patients will wait no more than 15 minutes past their appointment or they will be given $5?

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Question 3

Multiple Choice

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Which of the following statements about the benefits of service guarantees is true?

A friend of yours is setting up a math tutoring service. She has asked you, "Do all services need to offer customer guarantees"? Explain your answer. Then explain why or why not she should or should not offer a customer service guarantee.

Which service recovery strategy is most closely connected to an employee empowerment strategy?

________ refers to the fact that a complaining customer expects to be treated fairly, with care and honesty.

A business traveler checked into a Hyatt hotel and was given a room next to the elevator. When he turned on the television, he was greeted with a Hyatt customer service survey. He immediately took advantage of having the survey to let Hyatt know how unhappy he was with his room location. The business traveler would most likely be classed as a(n) _____ type.

Which of the following is NOT a benefit provided by a service guarantee?

As the flight attendant listened to the business traveler complain about having to sit in the plane and wait for two hours before the plane took off, the attendant sorted through some magazines, got a blanket for another passenger and clearly ignored the legitimate complaints of the businessperson. This is clearly a problem with:

Which of the following is an example of poka-yokes?

PSE&G is a utility company. One of its service guarantees is to keep all appointments. If PSE&G fails to keep an appointment mutually agreed upon by the customer and the company, PSE&G will credit residential customers' accounts by $25 and business customers' accounts by $100. The guarantee only applies to appointments for meter readings, account investigation, gas service, gas appliance repair and both electric and gas meter work scheduled three days in advance. Which of the following statements about PSE&G's service guarantee is FALSE?

Oftentimes the personal values of the category of complainers called passives prevent them from complaining about a service even when they should.

When is a service guarantee inappropriate?

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

By noting that a number of customers had complained about late bus arrivals at one particular stop, the bus line rerouted the bus away from a heavy traffic area. By increasing its miles traveled slightly, the bus was able to improve its arrival time substantially at the stop where it had formerly been perpetually late. Which service recovery strategy did the bus line use?

The category of complainers called irates has a very optimistic sense of the potential positive consequences of all types of complaining.

When its sales were declining, Canadian Airline conducted a marketing survey to understand the expectations of the business traveler, its target market. It learned business travelers resent they are bosses in their own offices but are totally controlled by the airlines when they travel. Canadian Airline instituted gate-side business centers, shower facilities and massage chairs as well as continuous "power to the seat" for those who want to work on their laptops. By listening to its business travelers and providing the services they want, Canadian Airline's sales started increasing. What service recovery strategy did Canadian Airline use?

When the dentist's office bills the patient who had an appointment but did not show up for it and did not cancel the appointed, it is an example of _____ because the patient was made aware of the policy before making the appointment.

_____ concerns the results that customers receive from their complaints.

When DeWayne complained out loud that the hotel restaurant did not serve breakfast late enough in the morning, a hotel worker overheard him and went to the kitchen. When the hotel worker returned, he presented DeWayne with a plate of sweet rolls, a cup of coffee and the hotel's apology for having to close down the breakfast service early. Which service recovery strategy is being used in this example?