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 fairnessF) B) and E)
G) A) and D)

Question 2

What is the best way to conduct lost customer research?

Accepted Answer

In-depth interviews ...

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

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 proactivelyF) B) and E)
G) All of the above

Question 5

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 jobF) A) and D)
G) C) and E)

Question 6

________ 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 recoveryF) A) and D)
G) A) and E)

Question 7

_____ 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 fairnessF) A) and D)
G) B) and C)

Question 8

A guarantee is a particular type of service recovery tool.

Accepted Answer

A) True 
 B)False

Question 9

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 flightF) A) and B)
G) C) and E)

Question 10

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 fairnessF) B) and D)
G) B) and C)

Question 11

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 12

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

Accepted Answer

Interactio...

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

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 15

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 universityF) C) and D)
G) A) and B)

Question 16

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 reactivelyF) A) and B)
G) C) and D)

Question 17

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 mediatorsF) A) and B)
G) D) and E)

Question 18

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 fairnessF) A) and B)
G) A) and C)

Question 19

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)   VoicerF) A) and D)
G) A) and C)

Question 20

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 failureF) A) and B)
G) C) and D)

Exam 7: Service Recovery

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

Correct Answer
verified

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.

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

A guarantee is a particular type of service recovery tool.

Correct Answer
verified

What is the best way to conduct lost customer research?

Correct Answer
verified
In-depth interviews ...
View Answer

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

Correct Answer
verified

Correct Answer
verified

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:

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified
Interactio...
View Answer

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

Correct Answer
verified

_____ concerns the results that customers receive from their complaints.

Correct Answer
verified

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

Correct Answer
verified

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?

Correct Answer
verified

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?

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

People who complain can be categorized as:

Correct Answer
verified

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:

Correct Answer
verified

Exam 7: Service Recovery

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

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

A guarantee is a particular type of service recovery tool.

Correct AnswerverifiedShow Answer

What is the best way to conduct lost customer research?

Correct AnswerverifiedIn-depth interviews ...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

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:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedInteractio...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

_____ concerns the results that customers receive from their complaints.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

People who complain can be categorized as:

Correct AnswerverifiedShow Answer

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:

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
In-depth interviews ...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Interactio...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
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