Question 1

A florist had promised to have the bridal flowers delivered to the wedding rehearsal dinner by 6 p.m.Because of vehicle problems,the flowers did not arrive until the meal was nearly over and the bride and her mother were very upset.To show how sorry he was for the poor service,the florist put extra flowers in the bridal bouquet and gave each mother and grandmother a free orchid corsage.The bride and her mother were extremely pleased with the extra flowers and have recommended the florist to a number of their friends.The florist is wondering if he shouldn't deliberately underdeliver other jobs,compensate the consumer with some upgrade and benefit from even more positive feedback.The florist is responding to the:

Accepted Answer

A)   Baker's dozen paradigm
B)   Service recovery paradox
C)   Halo effect
D)   Service dilemma
E)   Service quandaryF) B) and D)
G) All of the above B

Question 2

_____ 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) B) and C)
G) A) and B)

Question 3

Kate recently learned to play golf.Last week,she decided to try a new golf course.She signed in to play and was given the keys to an electric golf cart without any instructions on how to operate it.After she drove the cart into a lake,she swore never to play golf again.According to Kate,"There are just too many things you have to know before you can become a real golfer." Two months later,the golf course manager called Kate and asked why she had not returned to play another game.Which service recovery strategy is being used in this example?

Accepted Answer

A)   Make the service fail safe
B)   Encourage and track complaints
C)   Treat customers proactively
D)   Use procedural fairness
E)   Learn from lost customersF) A) and B)
G) A) and C)

Question 4

When Theo 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 Theo 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?

Accepted Answer

A)   Make the service fail safe
B)   Learn from lost customers
C)   Treat customers proactively
D)   Use procedural fairness
E)   Respond quicklyF) A) and C)
G) A) and D)

Question 5

A consumer is more likely to complain when the:

Accepted Answer

A)   Flowers he ordered for his wife's birthday are not delivered
B)   Big Mac bought in a drive-through comes with pickles even though the special order said no pickles
C)   Icing on the bakery cake is dark chocolate instead of milk chocolate as ordered
D)   Mechanic fills the radiator with antifreeze instead of water
E)   Repair person is 30-minutes lateF) B) and C)
G) A) and D)

Question 6

A consumer who is more likely to engage in negative word-of-mouth than any other type of consumer is called a(n) :

Accepted Answer

A)   Irate
B)   Annoyance
C)   Aggressive
D)   Activist
E)   VoicerF) A) and E)
G) B) and D)

Question 7

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) A) and C)

Question 8

An example of outcome inequity occurred when Logan was rudely told he could not golf at a particular course because his clubs were not sanctioned by the U.S.Golf Association.

Accepted Answer

A) True 
 B)False

Question 9

The empowerment of employees makes which of the following service recovery strategies easier to implement?

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) A) and C)

Question 10

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) D) and E)
G) B) and D)

Question 11

Which of the following is an example of a poka-yoke?

Accepted Answer

A)   Lynsey is so upset with the service she got at the travel agency that she is launching a one-woman campaign to put it out of business
B)   The business owner complains to the licensing board every time the next-door restaurant's employees forget to put the lids on the garbage cans
C)   The day care center has carefully labeled bins for each parent to fill with food,diapers,clothes and toys so that one child's stuff will not be confused with another's
D)   The customer refused to pay the delivery fee because the package arrived two days late
E)   The dentist's office staff regularly does lose customer researchF) A) and B)
G) A) and C)

Question 12

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.

Accepted Answer

A)   Irate
B)   Passive
C)   Voicer
D)   Aggressive
E)   MediatorF) B) and E)
G) A) and E) C

Question 13

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.

Accepted Answer

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

Question 14

The type of complainer that is called a(n) _____ has an above average propensity to complain.They have a very optimistic sense of the potential positive consequences of all types of complaining.

Accepted Answer

A)   Irate
B)   Passive
C)   Aggressive
D)   Activist
E)   VoicerF) All of the above
G) A) and B)

Question 15

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

Question 16

_______ 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) D) and E)
G) A) and D)

Question 17

Kelso Massage Therapy promises its clients that there 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) B) and D)
G) A) and E) A

Question 18

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) A) and E)
G) A) and D)

Question 19

An effective service guarantee would never be described as:

Accepted Answer

A)   Unconditional
B)   Easy to invoke and collect
C)   Standardized and/or generic
D)   Meaningful
E)   Easy to understand and communicateF) B) and D)
G) C) and E)

Question 20

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

Exam 7: Service Recovery

Correct Answer
verified
B

_____ concerns the results that customers receive from their complaints.

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

A consumer is more likely to complain when the:

Correct Answer
verified

A consumer who is more likely to engage in negative word-of-mouth than any other type of consumer is called a(n) :

Correct Answer
verified

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

Correct Answer
verified

An example of outcome inequity occurred when Logan was rudely told he could not golf at a particular course because his clubs were not sanctioned by the U.S.Golf Association.

Correct Answer
verified

The empowerment of employees makes which of the following service recovery strategies easier to implement?

Correct Answer
verified

Correct Answer
verified

Which of the following is an example of a poka-yoke?

Correct Answer
verified

Correct Answer
verified
C

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.

Correct Answer
verified

The type of complainer that is called a(n) _____ has an above average propensity to complain.They have a very optimistic sense of the potential positive consequences of all types of complaining.

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

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

Correct Answer
verified

Kelso Massage Therapy promises its clients that there 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
A

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

Correct Answer
verified

An effective service guarantee would never be described as:

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

Exam 7: Service Recovery

Correct AnswerverifiedB

_____ concerns the results that customers receive from their complaints.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

A consumer is more likely to complain when the:

Correct AnswerverifiedShow Answer

A consumer who is more likely to engage in negative word-of-mouth than any other type of consumer is called a(n) :

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

An example of outcome inequity occurred when Logan was rudely told he could not golf at a particular course because his clubs were not sanctioned by the U.S.Golf Association.

Correct AnswerverifiedShow Answer

The empowerment of employees makes which of the following service recovery strategies easier to implement?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Which of the following is an example of a poka-yoke?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedC

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.

Correct AnswerverifiedShow Answer

The type of complainer that is called a(n) _____ has an above average propensity to complain.They have a very optimistic sense of the potential positive consequences of all types of complaining.

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

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

Correct AnswerverifiedShow Answer

Kelso Massage Therapy promises its clients that there 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 AnswerverifiedA

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

Correct AnswerverifiedShow Answer

An effective service guarantee would never be described as:

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

Correct Answer
verified
B

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
C

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
A

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified