Complaint Handling And Service Recovery

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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
A

Take legal action.

B

Vent their anger on the service equipment.

C

Do nothing.

D

Complain to the service firm.

E

Give negative word of mouth.

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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
A

Better understand the failure

B

Vent their anger

C

Help improve the service

D

Obtain restitution or compensation

E

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?

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A

0 percent

B

5-10 percent

C

15-25 percent

D

30-50 percent

E

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
A

Procedural justice

B

Legal justice

C

Interactional justice

D

Relational justice

E

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.

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A

referent renewal paradox

B

referent contribution paradox

C

referent acquisition paradox

D

service recovery paradox

E

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
A
Consider compensation
B
Keep the customer informed of progress
C
Explain the problem from the service firm's point of view
D
Acknowledge the customer's feelings
E
Act fast
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Question 7
Multiple Choice

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

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A
proactive, engaged, universal, empowered
B
planned, engaged, universal, trained
C
proactive, planned, trained, empowered
D
trained, engaged, flexible, spontaneous
E
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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A
Guarantees reduce consumer complaining, increasing customer satisfaction and information from customers.
B
Guarantees force firms to focus on what their customers want and expect in each element of the service.
C
Guarantees set clear standards, telling customers and employees alike what the company stands for.
D
Guarantees building "market muscle" by reducing the risk of the purchase decision and developing long-term loyalty.
E
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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A
Easy to understand and communicate
B
Meaningful to the customer
C
Conditional
D
Easy to invoke
E
Credible
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Question 10
Multiple Choice

All of the following are jaycustomers EXCEPT ___________ .

Choose correct answer/s
A
The Cheat
B
The Rule Breaker
C
The Belligerent
D
The Deadbeat
E
The Hooligan
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Question 11
True/False

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

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True
False
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Question 12
True/False

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

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True
False
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Question 13
True/False

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

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True
False
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Question 14
True/False

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

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True
False
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Question 15
True/False

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.

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True
False
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Question 16
True/False

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

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True
False
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Question 17
True/False

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

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True
False
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Question 18
True/False

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

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True
False
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Question 19
True/False

Service guarantees are always appropriate.

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True
False
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Question 20
True/False

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.

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True
False
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