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Exam 4: Customer Expectations of Service

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Question 21

Multiple Choice

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The extent to which customers recognize and are willing to accept variation in service performance is called their zone of:

A) Variation
B) Indifference
C) Acceptance
D) Impartiality
E) Tolerance

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

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Question 22

Multiple Choice

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Consumers have a _____ zone of tolerance and _____ expectations for recovery service than first-time service.

A) Narrower; lower
B) Narrower; higher
C) Wider; lower
D) Wider; lower.
E) Same; same

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

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Question 23

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Molly's desires a haircut that will look just as attractive when she awakens in the morning as it does when she is going out on a date. With the desired haircut, all she has to do to fix her hair is to shake her head. A haircut is adequate when it doesn't have any stray long hairs and it hides her cowlick. Her recent haircut was in her zone of _____ because while it didn't look great all the time, a quick brushing was all that was needed to fix it.

John's flight on United Airlines from Chicago to San Francisco departed two hours late because of a snowstorm in Chicago. The snowstorm that delayed John's flight is a:

List the two major determinants of desired service levels.

As a teenager, Jonathon spent his summers as a lifeguard. When he and his family were at a public swimming pool, he noticed its lifeguards seemed to spend all of their time flirting with each other and not watching for swimmers in distress as Jonathon had been taught to do. Because of Jonathon's _____, Jonathon had his family pack up their belongings and leave the pool.

The factors that influence adequate service expectations are _____ in nature and fluctuate _____ than the factors that influenced desired service expectations.

Customers' adequate service levels are less stable than their desired levels.

Drew had his house professionally sprayed for cockroaches last week. Yesterday he found a roach in his kitchen sink. He has requested the company that did the initial spraying to return to his house and spray again. Briefly describe Drew's zone of tolerance and his expectations for this second spraying.

After his home was burglarized, Rich became concerned about the safety of his wife and three children since he often traveled out-of-town on business. To prevent further burglaries and ensure his families safety, Rich decided to purchase a home security system from ADT Security Systems. Rich's expectation that an ADT home security system will prevent further burglaries and protect his family results from a:

Instead of cooking dinner themselves, Janice and her roommate Selema decided to order pizza and have it delivered to their apartment. Although Janice and Selema usually order pizza from Pizza Hut, they had recently received coupons in the mail from two other neighborhood pizza restaurants, JoJi's Gourmet Pizza and Angelo's Pizzeria, for discounts on the purchase of two medium pizzas. JoJi's Gourmet Pizza and Angelo's Pizzeria are providing the roommates with:

Customer _____ are beliefs about service delivery that function as standards against which performance is judged.

J. Crew, a catalog retailer, makes the following service guarantee in its catalog. "Everything we sell is our own design and our own make and we guarantee it all without reservation. If at any time for any reason you are not completely satisfied with any item, we will make an exchange or refund your payment per your direction". J. Crew's service guarantee is a(n) :

_____ service is the level of service the customer hopes to receive.

What kind of service was Miriam talking about when she said, "We should have no trouble getting good seats on the bus because few people ride at 10:30 a.m. on a weekday"?

Heather Lui wants a lawn maintenance company that will pull all the dandelions and other weeds out of her lawn and that will keep her bushes shapely, but she'll settle for a company that will mow her lawn every ten days. According to the text what are the two expectations at the upper and lower boundaries.

Zoë was looking for a kennel to board her cocker spaniel for two weeks while she goes on vacation. There are two kennels close to her home. One charges $50 per week and the other charges $125 per week. Zoë chose the higher priced service because her dog is like a member of the family and she wanted it to have the best possible care while she was away. Zoë's service expectation level was determined by a(n) :

In general, situational factors temporarily lower the level of adequate service and narrow the zone of tolerance.

How a customer defines desired levels of service is more likely to change than how adequate levels of service are defined.

As a service dimension increases in importance, a consumer's zone of tolerance _____ and his or her desired and adequate service levels _____.