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Exam 7: Service Recovery

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Question 31

Multiple Choice

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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 a passive type when it comes to complaining would react to this by:

A) Firing the original carpenter and hiring another one
B) Taking no action whatsoever
C) Complaining to the Better Business Bureau about the terrible service
D) Threatening to sue the carpenter if he didn't return immediately
E) Complaining daily to the carpenter's answering machine

F) C) and D)
G) A) and C)

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Question 32

Multiple Choice

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Many carwashes offer free replacement washes to car owners if it rains or snows within 24 hours of when they had their cars cleaned at the carwash.Because people who would take advantage of this service guarantee are the ones that are concerned about the appearance of their car,this service guarantee:

A) Shows the absence of a customer focus
B) Illustrates the importance of employee empowerment
C) Does not fit the service provider's image
D) Is very meaningful
E) Is unconditional

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

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Question 33

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Why would a consumer be more likely to complain about a poorly mended prom dress than burnt toast?

Which of the following statements about service failure and service recovery is true?

The first rule of service quality is to do it right the first time.

Sometimes the personal values of the category of complainers called passives prevent them from complaining about a service even when they should.

A business traveler checked into a Hyatt hotel and was given a room next to the elevator.When he turned on the television,he was greeted with a Hyatt customer service survey.He immediately took advantage of having the survey to let Hyatt know how unhappy he was with his room location.The business traveler would most likely be classed as a(n) _____ type.

When Theo complained out loud that the hotel restaurant did not serve breakfast late enough in the morning,a hotel worker overheard him and went to the kitchen.When the hotel worker returned,he presented Theo with a plate of sweet rolls,a cup of coffee and the hotel's apology for having to close down the breakfast service early.Which service recovery strategy is being used in this example?

With which service recovery strategy is the reliability dimension of service quality most closely associated?

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

PSE&G is a utility company.One of its service guarantees is to keep all appointments.If PSE&G fails to keep an appointment mutually agreed upon by the customer and the company,PSE&G will credit residential customers' accounts by $25 and business customers' accounts by $100.The guarantee only applies to appointments for meter readings,account investigation,gas service,gas appliance repair and both electric and gas meter work scheduled three days in advance.Which of the following statements about PSE&G's service guarantee is FALSE?

A consumer is more likely to complain when:

Will and Jason 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.They have decided to use a service guarantee as their primary service recovery tool.How can they make sure that their service guarantee is effective?

Which of the following statements about the benefits of service guarantees is true?

A pseudo-relationship occurs when

The category of complainers called irates has a very optimistic sense of the potential positive consequences of all types of complaining.

Which type of complainer has an above-average propensity to complain and will gladly complain to anyone or anything that will listen?

Once Mariko had carried her dry cleaning to the car,she took a minute to see if the cleaners had removed the stain from her wool skirt.The stain was still there,so Mariko took the skirt back inside to the cleaner.When Mariko showed the stained skirt to the cleaner employee,she shrugged and said,"I guess you want us to reclean the skirt"? Mariko responded,"Yes,please".The employee took the skirt,gave Mariko a dirty look and began sorting some items on the counter.The employee did not treat Mariko with:

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:

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 are just too many things you have to know before you can 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?