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Exam 7: Service Recovery

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Question 41

Multiple Choice

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In addition to compensation,customers expect _____.In other words,they expect fairness in terms of policies,rules and timeliness of complaint process.

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

F) C) and D)
G) B) and C)

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Question 42

Multiple Choice

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By noting that a number of customers had complained about late bus arrivals at one particular stop,the bus line rerouted the bus away from a heavy traffic area.By increasing its miles traveled slightly,the bus was able to improve its arrival time substantially at the stop where it had formerly been perpetually late.Which service recovery strategy did the bus line use?

A) Make the service fail safe
B) Learn from recovery experiences
C) Treat customers fairly
D) Encourage and track complaints
E) Respond quickly

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

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Question 43

Multiple Choice

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As the flight attendant listened to the business traveler complain about having to sit in the plane and wait for two hours before the plane took off,the attendant sorted through some magazines,got a blanket for another passenger and clearly ignored the legitimate complaints of the businessperson.This is clearly a problem with:

The carpenter came to install the new flooring in the Stephenson's 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 an irate type when it comes to complaining would react to this by:

Banjo Bob repairs guitars,banjos,and other stringed instruments for a living.Banjo Bob promises his customers "100 percent satisfaction in every repair." Which service recovery strategy is Banjo Bob?

A person who is a(n) _____ is a type of complainer who is unlikely to say anything to the service provider.This type of complainer often doubts the effectiveness of complaining because of a belief that the consequences will not merit the time and effort they will expend complaining.

Studies of service guarantees indicate their existence has no impact on employee morale.