Question 1

Once Mariko had carried her dry cleaning to the car,she took a minute to see if the cleaners had removed the stain from her wool skirt.The stain was still there,so Mariko took the skirt back to the cleaner.When Mariko showed the stained skirt to the cleaner employee,she shrugged and said,"I guess you want us to reclean the skirt?" Mariko responded,"Yes,please." The employee took the skirt,gave Mariko a dirty look and began sorting some items on the counter.The employee did not treat Mariko with:

Accepted Answer

A)   Functional fairness
B)   Procedural fairness
C)   Interactional fairness
D)   Service equity
E)   Situational fairnessF) B) and E)
G) B) and C)

Question 2

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 that they are bosses in their own offices but are totally controlled by the whims of the airlines when they travel.If Canadian Airline had only surveyed former customers who were still in their database,it would have used which service recovery strategy?

Accepted Answer

A)   Critical incident
B)   Make the service fail safe
C)   Welcome and encourage complaints
D)   Learn from lost customers
E)   Customer empowermentF) A) and D)
G) A) and C)

Question 3

What are poka-yokes?

Accepted Answer

A)   Customers who have a propensity to complain
B)   Automatic warnings or controls to ensure mistakes don't happen
C)   Service failures
D)   Common sources of complaints
E)   Methods for tracking complaintsF) B) and C)
G) D) and E)

Question 4

A consumer is more likely to complain when:

Accepted Answer

A)   The individual's involvement with the product being purchased is low
B)   The level of ego involvement in the purchase is high
C)   He or she is the only one who experienced service failure
D)   The purchase is one that is made routinely
E)   Service failure costs less than $5.00F) None of the above
G) A) and E)

Question 5

A trucking company that has a toll free number to call if the driver of the truck does not follow the rules of the road is using a service recovery tool.

Accepted Answer

A) True 
 B)False

Question 6

When a customer of Twin Cities Rehabilitation Center complained that his therapist was one hour late for their appointment,the owner of the center gave the customer credit for one free hour of therapy.The action taken by the owner is an example of ___________.

Accepted Answer

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

Question 7

When is a service guarantee inappropriate?

Accepted Answer

A)   When prices for the service are high
B)   When negative impact of unsolved problems is high
C)   When service quality is truly uncontrollable
D)   When company has a poor image for service quality
E)   When company depends on frequent customer purchasesF) B) and D)
G) B) and C)

Question 8

The carpenter came to install the new flooring in the Stephenson's 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 passive type when it comes to complaining would react to this by:

Accepted Answer

A)   Firing the original carpenter and hiring another one
B)   Taking no action whatsoever
C)   Complaining to the Better Business Bureau about the terrible service
D)   Threatening to sue the carpenter if he didn't return immediately
E)   Complaining daily to the carpenter's answering machineF) C) and D)
G) A) and B)

Question 9

With which service recovery strategy is the reliability dimension of service quality most closely associated?

Accepted Answer

A)   Make the service fail safe
B)   Learn from lost customers
C)   Treat customers fairly
D)   Encourage and track complaints
E)   Respond quicklyF) A) and B)
G) C) and E)

Question 10

The first rule of service quality is to do it right the first time.

Accepted Answer

A) True 
 B)False

Question 11

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?

Accepted Answer

A)   PSE&G's guarantee is easy to understand and communicate
B)   PSE&G's guarantee is unconditional
C)   PSE&G's guarantee is meaningful
D)   PSE&G's guarantee is easy to invoke
E)   PSE&G's guarantee is qualitativeF) B) and E)
G) D) and E)

Question 12

Roger Pack is a breeder of Pomeranian dogs.He has used the same grooming salon for his dogs for the last 10 years.When a new groomer accidentally trimmed too much off of one of his show dog's hind quarters,he was upset.He decided not to make a big deal of the event because of his long-term dealings with the salon owner.Which service recovery strategy is exemplified here?

Accepted Answer

A)   Make the service fail safe
B)   Cultivate relationships with customers
C)   Treat customers proactively
D)   Use procedural fairness
E)   Learn from lost customersF) D) and E)
G) A) and C)

Question 13

Which of the following statements about service failure and service recovery is true?

Accepted Answer

A)   Those customers who never complain are as likely to repurchase as those who had a satisfying service experience
B)   Resolving customer problems effectively has a strong impact on customer satisfaction and loyalty
C)   All firms employ effective recovery strategies
D)   Effective service recovery should not be expected to improve overall service performance
E)   All of the above statements about service failure and recovery are trueF) D) and E)
G) C) and D)

Question 14

A pseudo-relationship occurs when

Accepted Answer

A)   The service encounter is static
B)   The customer interacts many times with the same company,but with different service providers
C)   The company interacts with different members of a household
D)   Frequency of service is greater than service reach
E)   The service provider has accepted the validity of the service paradoxF) All of the above
G) B) and C)

Question 15

Guarantees that are written by the legal department are generally more meaningful to customers than any other type.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following is the BEST example of procedural 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)   When Tia walked into the salon and asked to have her hair cut,the receptionist pointed to the sign that read,"To keep from inconveniencing our customers,this hair salon will not style the hair of anyone who does 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 half way 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 flightF) A) and D)
G) A) and C)

Question 17

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?

Accepted Answer

A)   Make the service fail safe
B)   Learn from recovery experience
C)   Treat customers reactively
D)   Encourage and track complaints
E)   Act quicklyF) C) and D)
G) A) and D)

Question 18

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

Accepted Answer

A)   The ability to generate meaningful and relevant feedback from customers
B)   The ability to set clear standards for the organization
C)   A way to improve employee morale
D)   A way to increase a customer's sense of risk
E)   A way to create useful feedback that can be integrated into continuous improvement effortsF) A) and C)
G) B) and D)

Question 19

When in doubt as to how to treat a customer who has not been provided a service as promised,the service provider should always try to overcompensate that customer.

Accepted Answer

A) True 
 B)False

Question 20

When Shelly hired the housecleaning service,she asked them to use her hypoallergenic cleaning supplies.Instead the workers used their own supplies and Shelly had to lose a day from work because of her allergic reaction to the smell of the cleaners.When Shelly looked at the service guarantee that the workers had left,she found that she could get a reimbursement for all of her out-of-pocket expenses if she had a notarized letter from her doctor describing her condition and her reaction,an affidavit from the workers that they had used the wrong cleaners and another notarized statement that she would not have become ill if the workers had used the right cleaners.This service guarantee is ineffective because it is NOT:

Accepted Answer

A)   Easy to invoke and collect
B)   Customized
C)   Condition specific
D)   Challenging but realistic
E)   Standardized by situationF) D) and E)
G) C) and D)

Exam 7: Service Recovery

Correct Answer
verified

What are poka-yokes?

Correct Answer
verified

Correct Answer
verified

Guarantees that are written by the legal department are generally more meaningful to customers than any other type.

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

When in doubt as to how to treat a customer who has not been provided a service as promised,the service provider should always try to overcompensate that customer.

Correct Answer
verified

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

Correct Answer
verified

Which of the following statements about service failure and service recovery is true?

Correct Answer
verified

The first rule of service quality is to do it right the first time.

Correct Answer
verified

When is a service guarantee inappropriate?

Correct Answer
verified

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

Correct Answer
verified

Correct Answer
verified

A consumer is more likely to complain when:

Correct Answer
verified

A trucking company that has a toll free number to call if the driver of the truck does not follow the rules of the road is using a service recovery tool.

Correct Answer
verified

A pseudo-relationship occurs when

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

When a customer of Twin Cities Rehabilitation Center complained that his therapist was one hour late for their appointment,the owner of the center gave the customer credit for one free hour of therapy.The action taken by the owner is an example of ___________.

Correct Answer
verified

With which service recovery strategy is the reliability dimension of service quality most closely associated?

Correct Answer
verified

Exam 7: Service Recovery

Correct AnswerverifiedShow Answer

What are poka-yokes?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Guarantees that are written by the legal department are generally more meaningful to customers than any other type.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

When in doubt as to how to treat a customer who has not been provided a service as promised,the service provider should always try to overcompensate that customer.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following statements about service failure and service recovery is true?

Correct AnswerverifiedShow Answer

The first rule of service quality is to do it right the first time.

Correct AnswerverifiedShow Answer

When is a service guarantee inappropriate?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

A consumer is more likely to complain when:

Correct AnswerverifiedShow Answer

A trucking company that has a toll free number to call if the driver of the truck does not follow the rules of the road is using a service recovery tool.

Correct AnswerverifiedShow Answer

A pseudo-relationship occurs when

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

When a customer of Twin Cities Rehabilitation Center complained that his therapist was one hour late for their appointment,the owner of the center gave the customer credit for one free hour of therapy.The action taken by the owner is an example of ___________.

Correct AnswerverifiedShow Answer

With which service recovery strategy is the reliability dimension of service quality most closely associated?

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified