Deck 13: Complaint and Service Recovery Management

Question 1

____ refers to the situation in which the customer rates performance higher if a failure occurs and the contact personnel successfully recover from it than if the service had been delivered correctly the first time.

A)Service recovery paradox
B)Service recovery
C)Critical incident
D)Moment of truth
E)The critical incident technique

Answer 1

A

Question 2

Complaints about the weather being too hot can be classified as:

A)instrumental and ostensive.
B)instrumental and reflexive.
C)noninstrumental and ostensive.
D)noninstrumental and reflexive.
E)ostensive and reflexive.

Answer 2

C

Question 3

Service failures NOT relating toproblematic customers include:

A)uncooperative customers.
B)breaking company policies.
C)drunkenness.
D)admitted customer error.
E)verbal and physical abuse.

Answer 3

D

Question 4

Ritz Carlton employees take initiative to spend up to $2,000 on recovery efforts.This is an example of which service recovery basic rule of thumb?

A)Measure the costs.
B)Actively encourage complaints.
C)Train employees
D)Empower the front line.
E)Respond quickly.

Question 5

Perceived justice consists of three components:

A)social,distributive,and ethical justices.
B)procedural,psychological,and social justices.
C)social,interactional,and physical justices.
D)distributive,interactional,and procedural justices.
E)social,ethical,and physical justices.

Question 6

Why is it that a great percentage of service customers never complain to the offending party?

A)They don't think it will do any good.
B)They accept part of the blame since they are directly involved in the process.
C)They don't know who to complain to.
D)They don't want to create a confrontation.
E)All of these are reasons customers do not complain.

Question 7

Allof the followingare amain service failure category discussed in the text except:

A)unprompted and unsolicited employee actions.
B)failures relating to customer needs and requests.
C)pricing failures
D)core service failures
E)failures relating to problematic customers

Question 8

According to the text,which of the following is NOT a type of complainer?

A)meek customer
B)aggressive customer
C)high-roller customer
D)rip-off customer
E)ugly customer

Question 9

The smallest number of complaints registered by individuals are:

A)instrumental and ostensive.
B)instrumental and reflexive.
C)noninstrumental and ostensive.
D)noninstrumental and reflexive.
E)ostensive and reflexive.

Question 10

In general,individuals avoid making this type of complaint so as not to reinforce negative self-esteem.

A)ostensive
B)instrumental
C)reflexive
D)noninstrumental
E)critical

Question 11

____ complaints are expressed without the expectation that the problem will be solved.

A)Ostensive
B)Instrumental
C)Reflexive
D)Noninstrumental
E)Critical

Question 12

A complaining outcome in which the consumer takes action deliberately designed to damage the physical operation or hurt future business is called:

A)voice.
B)retaliation.
C)service recovery.
D)exit.
E)service recovery paradox.

Question 13

Under which subgroup of the service failure category relating to customer needs and requests would preparing a meal for a vegetarian fall?

A)special needs
B)customer preferences
C)disruptive others
D)customer errors
E)level of attention

Question 14

Consumer complaints tend to be:

A)instrumental and ostensive.
B)instrumental and reflexive.
C)noninstrumental and ostensive.
D)noninstrumental and reflexive.
E)ostensive and reflexive.

Question 15

The manager of a bank branch contacted complaining customers to explain how their voices resulted in bank policy changes.This is an example of which service recovery basic rule of thumb?

A)Actively encourage complaints.
B)Train employees.
C)Empower the front line.
D)Respond quickly.
E)Close the loop.

Question 16

This type of complaint is not usually heard because people seldom want to convey negative attributes about themselves to others.

A)ostensive
B)instrumental
C)reflexive
D)noninstrumental
E)critical

Question 17

____ complaints are registered for the expressed purpose of altering an undesirable state of affairs.

A)Ostensive
B)Instrumental
C)Reflexive
D)Noninstrumental
E)Critical

Question 18

All of the followingare reasons customers make noninstrumental complaints except:

A)to alter an undesirable state of affairs.
B)to regain some control through indirect retribution.
C)to solicit sympathy.
D)to create the impression of being more intelligent and discerning.
E)to release frustration.

Question 19

A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a:

A)service recovery paradox.
B)service recovery.
C)critical incident.
D)moment of truth.
E)the critical incident technique.

Question 20

Services that do not meet customer expectations are called:

A)service failures.
B)critical incidents.
C)servuction failures.
D)service recoveries.
E)instrumental complaints.

Question 21

Categorize each of the following service failures into its appropriate main service failure category.
a.core service failures
b.failures relating to customerneeds and requests
c.failures relating to unprompted/unsolicited employee actions
unavailable or slow service

Question 22

Categorize each of the following service failures into its appropriate main service failure category.
a.core service failures
b.failures relating to customerneeds and requests
c.failures relating to unprompted/unsolicited employee actions
an employee whopurposely gives out the wrong amount of change

Question 23

Discuss the reasons many customers never complain.

Question 24

Which of the following compensates the customer to offset the cost of the service failure?

A)replacement
B)correction
C)substitution
D)front-line
E)coupon

Question 25

Categorize each of the following service failures into its appropriate main service failure category.
a.core service failures
b.failures relating to customerneeds and requests
c.failures relating to unprompted/unsolicited employee actions
disruptive customers

Question 26

Discuss the most common forms of complaining outcomes.

Question 27

The component of perceived justice that refers to the outcomes associated with the service recovery process is referred to as ____ justice.

A)social
B)procedural
C)interactional
D)distributive
E)ethical

Question 28

During a service recovery effort,the employee promptly refunded the customer's money,but threw the money at the customer.As a result,the recovery effort violated the customer's ____ justice need.

A)social
B)procedural
C)interactional
D)distributive
E)ethical

Question 29

Which of the following isNOT one ofthe broad recovery strategy categories?

A)compensatory strategies
B)restoration strategies
C)apologetic strategies
D)replacement strategies
E)responsivestrategies

Question 30

Categorize each of the following service failures into its appropriate main service failure category.
a.core service failures
b.failures relating to customerneeds and requests
c.failures relating to unprompted/unsolicited employee actions
a customer who orders a hamburger medium rare and receives it well-done

Question 31

Categorize each of the following service failures into its appropriate main service failure category.
a.core service failures
b.failures relating to customerneeds and requests
c.failures relating to unprompted/unsolicited employee actions
dirty silverware in a restaurant

Question 32

Categorize each of the following service failures into its appropriate main service failure category.
a.core service failures
b.failures relating to customerneeds and requests
c.failures relating to unprompted/unsolicited employee actions
a customer who locks himself out of his hotel room

Question 33

Categorize each of the following service failures into its appropriate main service failure category.
a.core service failures
b.failures relating to customerneeds and requests
c.failures relating to unprompted/unsolicited employee actions
a flight attendanttelling inappropriatejokes over the aircraft's intercom system

Question 34

Categorize each of the following service failures into its appropriate main service failure category.
a.core service failures
b.failures relating to customerneeds and requests
c.failures relating to unprompted/unsolicited employee actions
a disabledindividual who isunable to gain access to the managing partner's office

Question 35

Discuss the reasons customers complain.

Question 36

Categorize each of the following service failures into its appropriate main service failure category.
a.core service failures
b.failures relating to customerneeds and requests
c.failures relating to unprompted/unsolicited employee actions
rude service providers

Question 37

Describe the basic differences between organic and mechanistic approaches to service recovery,including the steps involved in the management program.

Question 38

Categorize each of the following service failures into its appropriate main service failure category.
a.core service failures
b.failures relating to customerneeds and requests
c.failures relating to unprompted/unsolicited employee actions
a sales clerk who excessively follows a customer throughout the store

Question 39

During a service recovery effort,the employee was very empathetic to the customer's plight and agreed to replace the defective product.However,it took three months for the replacement product to show up,which was much later than the customer had anticipated.As a result,the recovery effort violated the customer's ____ justice need.

A)social
B)procedural
C)interactional
D)distributive
E)ethical

Question 40

Distinguishthe following types of complaints: instrumental,noninstrumental,ostensive,and reflective.Provide an example of each.