Complaint Handling And Service Recovery

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Questions Bank

Introduction to Services Marketing
Customer Behavior in a Services Context
Positioning Services in Competitive Markets
Developing Service Products Core and Supplementary Elements
Distributing Service through Physical and Electronic Channels
Setting Prices and Implementing Revenue Management
Promoting Services and Educating Customers
Designing and Managing Service Processes
Balancing Demand against Productive Capacity
Crafting the Service Environment
Managing People for Service Advantage
Managing Relationships and Building Loyalty
Complaint Handling and Service Recovery
Improving Service Quality and Productivity
Building a World-Class Service Organization

All Questions

Question 1

Free

Multiple Choice

Which of the following is NOT one of the options customers take when they are dissatisfied with a service encounter?

Choose correct answer/s

Take legal action.

Vent their anger on the service equipment.

Do nothing.

Complain to the service firm.

Give negative word of mouth.

Check answer

Question 2

Free

Multiple Choice

Which of the following is NOT one of the reasons why customers complain that is listed in the book?

Choose correct answer/s

Better understand the failure

Vent their anger

Help improve the service

Obtain restitution or compensation

For altruistic reasons

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Question 3

Free

Multiple Choice

On average, what percentage of customers complains when they are unhappy with service?

Choose correct answer/s

0 percent

5-10 percent

15-25 percent

30-50 percent

60-75 percent

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Question 4

Free

Multiple Choice

____________ involves the employees of the firm who provide the service recovery and their behavior toward the customer.

Choose correct answer/s

Procedural justice

Legal justice

Interactional justice

Relational justice

Outcome justice

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Question 5

Free

Multiple Choice

The ____________ refers to the sometimes-observed effect that customers who experience a service failure and then have it resolved to their full satisfaction are more likely to make future purchases than are customers who have no problem in the first place.

Choose correct answer/s

referent renewal paradox

referent contribution paradox

referent acquisition paradox

service recovery paradox

service renewal paradox

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Question 6

Multiple Choice

Which of the following is NOT one of the guidelines provided for the Front Line on how to handle customer complaints?

Choose correct answer/s

Consider compensation

Keep the customer informed of progress

Explain the problem from the service firm's point of view

Acknowledge the customer's feelings

Act fast

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Question 7

Multiple Choice

Effective service recovery procedures should be , , , and .

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proactive, engaged, universal, empowered

planned, engaged, universal, trained

proactive, planned, trained, empowered

trained, engaged, flexible, spontaneous

trained, engaged, universal, empowered

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Question 8

Multiple Choice

All EXCEPT which of the following are reasons that service guarantees are powerful tools for both promoting and achieving service quality?

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Guarantees reduce consumer complaining, increasing customer satisfaction and information from customers.

Guarantees force firms to focus on what their customers want and expect in each element of the service.

Guarantees set clear standards, telling customers and employees alike what the company stands for.

Guarantees building "market muscle" by reducing the risk of the purchase decision and developing long-term loyalty.

Guarantees force service organizations understand why they fail and encourage them to identify and overcome potential fail points.

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Question 9

Multiple Choice

Which of the following is NOT one of the criteria that service guarantees should be designed to meet?

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Easy to understand and communicate

Meaningful to the customer

Conditional

Easy to invoke

Credible

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Question 10

Multiple Choice

All of the following are jaycustomers EXCEPT ___________ .

Choose correct answer/s

The Cheat

The Rule Breaker

Choose correct answer/s

True

False

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Complaint Handling And Service Recovery

Which of the following is NOT one of the options customers take when they are dissatisfied with a service encounter?

Which of the following is NOT one of the reasons why customers complain that is listed in the book?

On average, what percentage of customers complains when they are unhappy with service?

____________ involves the employees of the firm who provide the service recovery and their behavior toward the customer.

The ____________ refers to the sometimes-observed effect that customers who experience a service failure and then have it resolved to their full satisfaction are more likely to make future purchases than are customers who have no problem in the first place.

Which of the following is NOT one of the guidelines provided for the Front Line on how to handle customer complaints?

Effective service recovery procedures should be ____________ , ____________ , ____________ , and ____________ .

All EXCEPT which of the following are reasons that service guarantees are powerful tools for both promoting and achieving service quality?

Which of the following is NOT one of the criteria that service guarantees should be designed to meet?

All of the following are jaycustomers EXCEPT ___________ .

Complaining behavior can be influenced by role perceptions and social norms.

People in lower socioeconomic levels are more likely to complain than those in higher levels.

Procedural justice concerns the compensation that a customer receives as a result of the losses and inconveniences incurred because of a service failure.

Interactional justice involves the employees of the firm who provide the service recovery and their behavior toward the customer.

Service recovery is an umbrella term for systematic efforts by a firm to correct a problem following a service failure and retain a customer's goodwill.

Proper service recovery can be accomplished by making it easy for customers to give feedback, enabling effective service recovery, and establishing appropriate compensation levels.

Service recovery efforts should be fairly rigid to makes sure the same recovery is achieved each time.

Compensation should be based on the positioning of the firm, the severity of the failure, and who the specific affected customer is.

Service guarantees are always appropriate.

A jaycustomer is defined in the book as one who acts in a thoughtless or abusive way, causing problems for the firm, its employees, and other customers.

Effective service recovery procedures should be , , , and .