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Exam 4: Customer Expectations of Service

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Question 31

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A customer's personal service philosophy is a temporary service intensifier.

A) True
B) False

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Question 32

Multiple Choice

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As the number of perceived service alternatives increases, the level of adequate service _____ and the zone of tolerance _____.

A) Decreases; narrows
B) Decreases; widens
C) Increases, widens
D) Increases; narrows
E) Stays the same; stays the same

F) A) and C)
G) All of the above

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Question 33

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Johanna wants to learn self-defense and has signed up for a class at her local YMCA. She chose this particular class because her sister took it last year and has not felt like a victim since then. While Johanna has never had a need to defend herself, everyone tells her it is a good idea to learn how. Johanna's service expectation for the class was shaped by:

_____ consists of short-term, individual factors that make a consumer more aware of the need for service.

Oakley Millwork is a supplier of products used in the construction industry. It has a published policy that if a customer places an order from its catalog and the product is not available for immediate delivery, the customer gets the item free. In this example, a(n) _____ creates service expectation levels.

List five factors that influence how a customer determines what comprises adequate service.

When is a customer for a janitorial service most likely to notice the cleaning done by the service and make some comment about it?

One factor that influences adequate service is _____, the level of service that customers believe they are likely to get.

Everyone has a fast-food restaurant horror story, but McDonald's with the help of technology is working to greatly reduce bad experiences at its restaurants. Some McDonald's restaurants have installed simulation software that tells employees when they are about to get busy and how much food to put on the grill. While _____ lead to dissatisfying transactions, it is hoped that _____ in the form of new technology will lead to satisfying transactions.

While the zones of tolerance may vary because of differing personality types, they are stable with relation to the importance of the service dimensions.

Karen owns a cottage on Martha's Vineyard, a popular island destination for tourists from about April to October. When Karen visits the island in March to dine at her favorite pizza restaurant, she expects great service because the tourists are not there. Because she predicts she will receive great service, her _____ than it is during the tourist season.

Customers typically notice service when it falls outside the zone of tolerance.

The weekend cruise cost Hal Roux $800 dollars. Before leaving on the cruise, Roux told his neighbor, "With the money this trip is costing me, the food better be good and plentiful". What kind of expectations did Roux have?

The highest possible level of customer expectations is _____ expectations.

A human resources manager who is hiring a sales trainer to improve the company's sales close rate will be concerned whether the trainer will provide the needed tools and motivation to perform his or her job. The human resources manager wants the company's top management and its sales force managers to approve of his selection of trainer. This is an example of a(n) _____ expectation.

Under-promising service has no effect on how customers determine their service level expectations.

How well a bride describes how she wants the wedding invitations to look influences her definition of adequate service.

Martine wants to open an after-school tutoring service for students in 6^th through 9^th grade. How can a thorough knowledge of customers' expectations improve the probability of her success?

Which of the following statements about predicted service is true?

A(n) _____ expectation occurs when customer expectations are driven by another person or group of people.