Question 1

Which of the following statements about service failure and service recovery is true?
A) Those customers who never complain are as likely to repurchase as those who had a satisfying service experience
B) Resolving customer problems effectively has a strong impact on customer satisfaction and loyalty
C) All firms employ effective recovery strategies
D) Effective service recovery should not be expected to improve overall service performance
E) All of the above statements about service failure and recovery are true

Accepted Answer

Resolving customer problems effectively has been shown to have a strong impact on customer satisfaction and loyalty. A study by TARP Worldwide found that customers who had a positive service recovery experience were more likely to become loyal customers than those who never experienced a service failure. Option A is incorrect because customers who never complain may not actually be satisfied, and are less likely to repurchase than those who had a satisfying service experience. Option C is incorrect because not all firms employ effective recovery strategies. Option D is incorrect because effective service recovery can improve overall service performance.

Question 2

The type of complainer that is called a(n) _____ has an above average propensity to complain. They have a very optimistic sense of the potential positive consequences of all types of complaining.
A) Irate
B) Passive
C) Aggressive
D) Activist
E) Voicer

Accepted Answer

The given description matches the characteristics of an activist complainer, who sees complaining as a means of bringing about positive change and is highly motivated to do so. The other options do not fit the given description as accurately.

Question 3

Which of the following is the BEST example of outcome fairness?
A) The restaurant charged the man for two meals when he sent back his overcooked steak and demanded one cooked correctly
B) Miriam decided the missing button was not important enough to make another trip to the cleaners and complain
C) The sign posted on the wall stated the hair salon would not fix the hair of anyone who did not have an appointment
D) The small movie theater gave all patrons two-free movie tickets for the night of their choice when the movie projector broke halfway through showing the newest Brad Pitt movie
E) The hotel refused to help a man find a room for the night when he missed his scheduled airplane flight

Accepted Answer

Giving all patrons two free movie tickets compensates for the inconvenience of the projector breaking down and is an example of outcome fairness. The other options do not involve compensating for an undesirable outcome or situation.

Question 4

The carpenter came to install the new flooring in the Barry 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:
A) Taking no action whatsoever
B) Assuming he had done something to alienate the carpenter
C) Using the phone to check up on the status of the carpenter at most once a week
D) Begging the carpenter to come back and finish the job
E) Firing the first carpenter and hiring another one who is willing to complete the job

Accepted Answer

An irate person would likely be frustrated with the delay and take decisive action, such as firing the unreliable carpenter and hiring someone else to finish the job.

Question 5

________ refers to the actions taken by an organization in response to a service failure.
A) Service recovery
B) Service paradox
C) Service inconsistency
D) Outcome fairness
E) Procedural recovery

Accepted Answer

Service recovery refers to the actions taken by an organization in response to a service failure. This may include apologizing, offering compensation, or taking additional steps to ensure that the customer is satisfied with the service they receive. The goal of service recovery is to turn a negative experience into a positive one, and to build trust and loyalty with the customer.

Question 6

A consumer is more likely to complain when:
A) The individual's involvement with the product being purchased is low
B) The level of ego involvement in the purchase is high
C) He or she is the only one who experienced service failure
D) The purchase is one that is made routinely
E) Service failure costs less than $5.00

Accepted Answer

A consumer is more likely to complain when the level of ego involvement in the purchase is high, because they feel a personal stake in the outcome and are more invested in the product or service. In this situation, they may feel compelled to speak up to defend their decision or to seek a resolution that aligns with their expectations.

Question 7

A consumer who is more likely to engage in negative word-of-mouth than any other type of consumer is called a(n):
A) Irate
B) Annoyance
C) Aggressive
D) Activist
E) Voicer

Accepted Answer

An irate consumer is more likely to engage in negative word-of-mouth due to their heightened emotional state and predisposition to react negatively to a perceived problem or issue. They may feel slighted or mistreated and use their negative experience to warn others and seek retribution.

Question 8

People who complain can be categorized as:
A) Irates, passives and aggressives
B) Passives, activitists, liaisons and negativists
C) Activists, mediators, chronic and passives
D) Voicers, irates, activists and passives
E) Aggressives, passives and mediators

Accepted Answer

This choice includes several commonly used categories of complainers, including voicers (those who speak up about their complaints), irates (those who are angry and express their complaints aggressively), activists (those who take action to try to remedy their complaints, such as through protests or petitions), and passives (those who don't speak up about their complaints).

Question 9

A florist had promised to have the bridal flowers delivered to the wedding rehearsal dinner by 6 p.m. Because of vehicle problems, the flowers did not arrive until the meal was nearly over and the bride and her mother were very upset. To show how sorry he was for the poor service, the florist put extra flowers in the bridal bouquet and gave each mother and grandmother a free orchid corsage. The bride and her mother were extremely pleased with the extra flowers and have recommended the florist to a number of their friends. The florist is wondering if he shouldn't deliberately underdeliver other jobs, compensate the consumer with some upgrade and benefit from even more positive feedback. The florist is responding to the:
A) Baker's dozen paradigm
B) Recovery paradox
C) Halo effect
D) Service dilemma
E) Service quandary

Accepted Answer

The florist is responding to the recovery paradox, which is when a service provider creates a more positive impression with their customer by correcting a service failure than if the failure had never happened in the first place. However, deliberately underdelivering on other jobs is not a good business strategy as it can damage the florist's reputation in the long run. The florist should focus on providing excellent service consistently rather than relying on compensating for poor service.

Question 10

A consumer is more likely to complain when the:
A) Flowers he ordered for his wife's birthday are not delivered
B) Big Mac bought in a drive-through comes with pickles even though the special order said no pickles
C) Icing on the bakery cake is dark chocolate instead of milk chocolate as ordered
D) Mechanic fills the radiator with antifreeze instead of water
E) Repair person is 30-minutes late

Accepted Answer

Not receiving the flowers he ordered for his wife's birthday is a significant error and would likely prompt the consumer to complain. The other options may be frustrating, but are less likely to result in a complaint.

Question 11

_____ concerns the results that customers receive from their complaints.
A) Functional fairness
B) Procedural fairness
C) Interactional fairness
D) Service equity
E) Outcome fairness

Accepted Answer

Outcome fairness concerns the results customers receive from their complaints, ensuring that the resolution is fair and meets their expectations. It is a key aspect of effective complaint management.

Question 12

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

Accepted Answer

The description specifically mentions policies, rules, and complaint process, which fall under the category of procedural fairness. While the other options (A, C, D, E) may also be important to customers, they are not directly addressed in the given information.

Question 13

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.
A) Irate
B) Passive
C) Voicer
D) Aggressive
E) Mediator

Accepted Answer

The business traveler took advantage of the customer service survey to voice his complaint about his room location, indicating that he is a Voicer type customer. Voicers are customers who actively provide feedback and complaints to the company, but in a constructive manner. They are not excessively confrontational or aggressive, but rather seek solutions to their problems through communication with the company's customer service representatives.

Question 14

Many frequent flyers have missed their flights due to long, slow security checks before being allowed to enter the airline's terminal. This policy designed to ensure safe flights has resulted in problems associated with perceived:
A) Functional equity
B) Procedural fairness
C) Interactional fairness
D) Service equity
E) Outcome fairness

Accepted Answer

Long, slow security checks suggest a procedural issue with fairness in the security process itself, rather than an issue with the overall quality of service or any interactions with staff. Procedural fairness refers to the perceived fairness of the policies and procedures used to make decisions, which are particularly important in situations where individuals have little control over the outcome (like passing through security) and are subject to rules put in place by an organization.

Question 15

The carpenter came to install the new flooring in the Barry 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 voicer type when it comes to complaining would react to this by:
A) Assuming he had done something to alienate the carpenter
B) Taking no action whatsoever
C) Spreading negative word of mouth about the carpenter to all of his or her friends and relatives
D) Confronting the carpenter at another job site and demanding to know when he would be back to finish the floor
E) Hiring another carpenter to finish the job

Accepted Answer

Confronting the carpenter at another job site and demanding to know when he would be back to finish the floor is the best choice as it is a direct and assertive approach to addressing the issue. It allows for clear communication and can potentially lead to a resolution. Hiring another carpenter would be a possible solution but may result in additional costs and inconvenience. Assuming he had done something to alienate the carpenter is an irrational assumption without evidence, taking no action does not solve the problem, and spreading negative word of mouth can harm the carpenter's reputation unfairly.

Question 16

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.
A) Irate
B) Passive
C) Aggressive
D) Activist
E) Voicer

Accepted Answer

The description given fits the definition of a passive complainer, who tends to stay silent and bottle up their complaints instead of expressing them to the service provider. They may doubt the effectiveness of complaining and therefore feel it's not worth the time and effort.

Question 17

_____ focuses on the interpersonal treatment received by the consumer during the complaint process.
A) Functional fairness
B) Procedural fairness
C) Interactional fairness
D) Service equity
E) Outcome fairness

Accepted Answer

Interactional fairness pertains to how the customer is treated during the complaint process, with emphasis on interpersonal treatment. Functional fairness refers to the outcome, while procedural fairness pertains to the steps taken to address the complaint. Service equity is a broader concept that involves the overall fairness of the service received by the customer. Hence, the best choice for this question is C – interactional fairness.

Question 18

The _______ suggests an initially disappointed customer who has experienced good service recovery might be even more satisfied and loyal as a result.
A) Baker's dozen paradigm
B) Recovery paradox
C) Halo effect
D) Service dilemma
E) Service quandary

Accepted Answer

The recovery paradox suggests that an initially disappointed customer who has experienced good service recovery might be even more satisfied and loyal as a result. This phenomenon happens because customers appreciate the effort made by the company to correct the problem and meet their needs. Therefore, they reward the company with increased loyalty and positive word of mouth.

Question 19

The carpenter came to install the new flooring in the Barry 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

Accepted Answer

A passive person would take no action whatsoever and may simply wait for the carpenter to return on his own.

Question 20

_____ describes what the owner of the rehabilitation center did when he gave a customer who was complaining that his therapist was an hour late for their appointment a credit for one free hour of therapy.
A) Service recovery
B) Service paradox
C) Service inconsistency
D) Outcome fairness
E) Procedural recovery

Accepted Answer

This situation describes service recovery, which is a strategy used by businesses to address and resolve customers' complaints or negative experiences with the aim of restoring their satisfaction and loyalty. By offering a credit for a free hour of therapy, the owner of the rehabilitation center is attempting to make up for the therapist's tardiness and show that they value the customer's patronage.

Quiz 8: Service Recovery

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

The type of complainer that is called a(n) _____ has an above average propensity to complain. They have a very optimistic sense of the potential positive consequences of all types of complaining.

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

The carpenter came to install the new flooring in the Barry 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:

________ refers to the actions taken by an organization in response to a service failure.

A consumer is more likely to complain when:

A consumer who is more likely to engage in negative word-of-mouth than any other type of consumer is called a(n) :

People who complain can be categorized as:

A consumer is more likely to complain when the:

_____ concerns the results that customers receive from their complaints.

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

Many frequent flyers have missed their flights due to long, slow security checks before being allowed to enter the airline's terminal. This policy designed to ensure safe flights has resulted in problems associated with perceived:

The carpenter came to install the new flooring in the Barry 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 voicer type when it comes to complaining would react to this by:

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.

_____ focuses on the interpersonal treatment received by the consumer during the complaint process.

The _______ suggests an initially disappointed customer who has experienced good service recovery might be even more satisfied and loyal as a result.

The carpenter came to install the new flooring in the Barry 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:

_____ describes what the owner of the rehabilitation center did when he gave a customer who was complaining that his therapist was an hour late for their appointment a credit for one free hour of therapy.