Question 1

With which service recovery strategy is total quality management (TQM)  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)   Act quicklyF) A) and E)
G) All of the above

Question 2

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) A) and B)

Question 3

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

Question 4

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) All of the above

Question 5

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) None of the above
G) C) and D)

Question 6

Which of the following is NOT an example of a commonly used service recovery strategy?

Accepted Answer

A)   Learn from recovery experience
B)   Act quickly
C)   Encourage and track complaints
D)   Implement the service paradox
E)   Learn from lost customersF) A) and D)
G) B) and C)

Question 7

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

Question 8

A guarantee is a particular type of service recovery tool.

Accepted Answer

A) True 
 B)False

Question 9

Customers who experience a service failure and do not complain are more likely to make a repurchase than those who do complain.

Accepted Answer

A) True 
 B)False

Question 10

Will and Thom NaJami are going to open a swimming pool service this summer. They will put in pools, repair damaged ones and provide a pool-cleaning service. Why should they consider designing and implementing an effective service recovery strategy?

Accepted Answer

An effective service recovery strategy c...

Question 11

The 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 12

When in doubt of 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 13

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 was just too many things you had to know before you could 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?
A. Make the service fail safe
B. Learn from lost customers
C. Treat customers proactively
D. Use procedural fairness
E. Learn from lost customers

Accepted Answer

The answer of Kate recently learned to play golf. Last...

Question 14

People who do not complain often believe that complaining is a waste of time and effort.

Accepted Answer

A) True 
 B)False

Question 15

The empowerment of employees is a useful tool in service recovery.

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 fix 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) B) and C)
G) B) and D)

Question 17

________ 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 B)

Question 18

L. L. Bean, the catalog retailer, promises its customers, "100 percent satisfaction in every way, forever". Which service recovery strategy does L. L. Bean use?

Accepted Answer

A)   Make the service fail safe
B)   Learn from lost customers
C)   Treat customers reactively
D)   Implement the service paradox
E)   Use procedural fairnessF) A) and B)
G) B) and E)

Question 19

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

Question 20

Which service dimension is most important if the service provider has made the service failsafe as its primary service recovery strategy?

Accepted Answer

The answer of Which service dimension is most important if...

Exam 8: Service Recovery

People who do not complain often believe that complaining is a waste of time and effort.

Correct Answer
verified

Which of the following is NOT an example of a commonly used service recovery strategy?

Correct Answer
verified

People who complain can be categorized as:

Correct Answer
verified

Which service dimension is most important if the service provider has made the service failsafe as its primary service recovery strategy?

Correct Answer
verified

A guarantee is a particular type of service recovery tool.

Correct Answer
verified

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

Correct Answer
verified

L. L. Bean, the catalog retailer, promises its customers, "100 percent satisfaction in every way, forever". Which service recovery strategy does L. L. Bean use?

Correct Answer
verified

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

Correct Answer
verified

What are poka-yokes?

Correct Answer
verified

When in doubt of 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

Will and Thom NaJami are going to open a swimming pool service this summer. They will put in pools, repair damaged ones and provide a pool-cleaning service. Why should they consider designing and implementing an effective service recovery strategy?

Correct Answer
verified
An effective service recovery strategy c...
View Answer

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

Correct Answer
verified

Correct Answer
verified

An effective service guarantee would never be described as:

Correct Answer
verified

A pseudo-relationship occurs when

Correct Answer
verified

Correct Answer
verified

Customers who experience a service failure and do not complain are more likely to make a repurchase than those who do complain.

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

The empowerment of employees is a useful tool in service recovery.

Correct Answer
verified

With which service recovery strategy is total quality management (TQM) most closely associated?

Correct Answer
verified

Exam 8: Service Recovery

People who do not complain often believe that complaining is a waste of time and effort.

Correct AnswerverifiedShow Answer

Which of the following is NOT an example of a commonly used service recovery strategy?

Correct AnswerverifiedShow Answer

People who complain can be categorized as:

Correct AnswerverifiedShow Answer

Which service dimension is most important if the service provider has made the service failsafe as its primary service recovery strategy?

Correct AnswerverifiedShow Answer

A guarantee is a particular type of service recovery tool.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

L. L. Bean, the catalog retailer, promises its customers, "100 percent satisfaction in every way, forever". Which service recovery strategy does L. L. Bean use?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What are poka-yokes?

Correct AnswerverifiedShow Answer

When in doubt of 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

Will and Thom NaJami are going to open a swimming pool service this summer. They will put in pools, repair damaged ones and provide a pool-cleaning service. Why should they consider designing and implementing an effective service recovery strategy?

Correct AnswerverifiedAn effective service recovery strategy c...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

An effective service guarantee would never be described as:

Correct AnswerverifiedShow Answer

A pseudo-relationship occurs when

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Customers who experience a service failure and do not complain are more likely to make a repurchase than those who do complain.

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

The empowerment of employees is a useful tool in service recovery.

Correct AnswerverifiedShow Answer

With which service recovery strategy is total quality management (TQM) most closely associated?

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
verified
An effective service recovery strategy c...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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