Question 1

Which of the following benefits could be obtained from a central system for logging complaints?

Accepted Answer

All of the benefits listed could be obtained from a central system for logging complaints. By tracking all complaints, a company can ensure that they are properly resolved; through an early warning system, they can detect issues before they become more serious; and by analyzing the data, they can identify areas in need of improvement in both the backstage and frontstage systems.

Question 2

What is the main reason why service encounters are especially vulnerable to service breakdowns?

Accepted Answer

Service encounters are vulnerable to breakdowns because they are delivered by people, and human performance can vary, leading to inconsistencies in service delivery.

Question 3

Which of the following is NOT a reason why dissatisfied customers don't complain according to the SOCAP research?

Accepted Answer

According to the SOCAP research, dissatisfied customers don't complain because of the lack of time, the organization asking too many questions, the company penalising or blaming them, and not knowing who to complain to. However, the complaint being resolved expeditiously is not a reason why dissatisfied customers do not complain.

Question 4

Sam has been waiting for his dentist appointment for more than an hour.According to the theory of stress and coping, what psychological processes are likely?

Accepted Answer

According to Lazarus and Folkman's theory of stress and coping, individuals appraise situations as either threatening or beneficial to their well-being. In this case, Sam is likely perceiving the situation as threatening, as he has been waiting for more than an hour. He will then make an effort to cope by engaging in problem-focused or emotion-focused coping strategies. The other options do not accurately reflect the psychological processes that are likely to occur in this situation.

Question 5

A recent study of employee attitudes to customer complaints found:

Accepted Answer

The correct answer is D because all statements A, B, and C provide different insights into employee attitudes towards handling customer complaints, indicating that they are all findings from the study.

Question 6

Which of the following is NOT usually a customer response to a service failure?

Accepted Answer

When a service failure occurs, customers may choose to complain, do nothing, take overt action with a third party, or defect and not patronize the service organization. However, increasing purchase frequency with the service organization is unlikely to be a customer response to a service failure.

Question 7

According to the SOCAP research, a complainant who is dissatisfied with the outcome will tell _______ other people.

Accepted Answer

The answer of According to the SOCAP research, a complainant...

Question 8

It has been suggested that companies should plan to disappoint customers, creating lower expectations, so they can recover and gain stronger loyalty.This has been referred to as the:

Accepted Answer

This strategy is known as the "recovery paradox," as it involves intentionally allowing for a disappointing experience in order to exceed customer expectations with a successful recovery effort. This can lead to stronger customer loyalty and satisfaction in the long run.

Question 9

Which of the following is NOT a reason to encourage dissatisfied customers to complain?

Accepted Answer

Handling complaints can be time-consuming and may require additional resources to resolve the issue, which can be a cost to the company. However, even with this consideration, it is still important to encourage dissatisfied customers to complain as it provides valuable feedback and an opportunity to retain the customer's loyalty.

Question 10

Which of the following represents a cost of service failure?

Accepted Answer

All of the given options are costs of service failure. Negative word of mouth can damage a company's reputation and lead to a decrease in new customers, decreased trust and loyalty can lead to a loss of repeat business, diminished customer value can lead to lower perceived quality and willingness to pay, and re-doing original service requires additional time and resources.

Question 11

All of the following are reasons for Asian customers NOT to complain when they face a service failure except the:

Accepted Answer

The answer of All of the following are reasons for...

Question 12

Which of the following is NOT related to complaint behaviour?

Accepted Answer

Word of mouth is not directly related to complaint behavior but rather a consequence of dissatisfaction that may lead to complaints. Complaint behavior focuses on the actions consumers take when they are dissatisfied, such as the importance of the service, costs associated with complaining, attribution of blame, and demographic influences on how they choose to express their dissatisfaction. Word of mouth can be a result of complaint behavior but is not a behavior itself.

Question 13

Which of the following are reasons why customer disappointment followed by service recovery may not be an appropriate strategy?

Accepted Answer

All the options listed are valid reasons why relying on service recovery after customer disappointment may not be an appropriate strategy. Service failures can be costly to fix (A), reliability is crucial in service quality (B), heightened satisfaction typically requires exceptional recovery efforts (C), and customers often base future decisions on their most recent experiences (D), making it risky to depend on recovery efforts after a failure.

Question 14

According to a study of consumer complaint behaviour in Australia by SOCAP (Society of Consumer Affairs Professionals), what percentage of customers who took action when they had a serious service failure were satisfied with the way the problem was resolved?

Accepted Answer

The answer of According to a study of consumer complaint...

Question 15

There are a few options open to customers when they are unhappy with the service they received, including some form of public action.Which of the following may NOT be a public action option?

Accepted Answer

The answer of There are a few options open to...

Question 16

When consumers complain, the main purposes are to recover some economic loss and to _______.

Accepted Answer

When consumers complain, one of the main purposes, aside from recovering some economic loss, is to rebuild self-esteem. This is because making a complaint can help the consumer feel empowered and regain a sense of control or respect that may have been lost due to the initial problem.

Question 17

All of the following are considered as 'entry points' of customer complaints EXCEPT:

Accepted Answer

Personal assistants to senior managers are not considered as 'entry points' of customer complaints as they are not directly involved in the customer service process.

Question 18

All of the following are true EXCEPT:

Accepted Answer

The statement "complaints take valuable time away from selling" is false. While it may temporarily divert attention from selling, addressing complaints can help improve customer satisfaction and ultimately lead to more sales in the long run.

Question 19

What is the main reason for Singapore Airlines to use multilingual in-flight surveys to collect complaints from their passengers?

Accepted Answer

The answer of What is the main reason for Singapore...

Question 20

Which of the following may NOT be a true statement?

Accepted Answer

While consumers may sometimes complain to gain extra favor, this statement is not always true as some consumers may simply want to express their dissatisfaction or have their issue resolved.

Quiz 14: Handling customer complaints and managing service recovery