Question 1

_____ are individual, stable factors that lead consumers to a heightened sensitivity to service.

Accepted Answer

Lasting service intensifiers are individual, stable factors that lead consumers to a heightened sensitivity to service. These factors include personal traits such as anxiety, demandingness, and empathy. Unlike situational factors, which may vary from one instance of service to another, lasting service intensifiers are enduring characteristics of the consumer's personality or disposition. Choices A, C, and D are not accurate descriptions of lasting service intensifiers. Choice E refers to a different category of factors that may affect consumers' experiences of service.

Question 2

Molly's desires a haircut that will look just as attractive when she awakens in the morning as it does when she is going out on a date. With the desired haircut, all she has to do to fix her hair is to shake her head. A haircut is adequate when it doesn't have any stray long hairs and it hides her cowlick. Her recent haircut was in her zone of _____ because while it didn't look great all the time, a quick brushing was all that was needed to fix it.

Accepted Answer

The term "zone of tolerance" refers to an acceptable range of service performance that a customer is willing to accept. Molly's haircut, while not perfect, was still within her acceptable range because it only required minimal effort to look good.

Question 3

When Maria woke up this morning, she felt terrible. She had a headache, sore throat and upset stomach. She called her doctor's office, explained her condition to the receptionist and asked if she could make an appointment to see the doctor as soon as possible that day since she was going on vacation tomorrow. Maria's expectation to see her doctor the same day she became sick resulted from a:

Accepted Answer

A

Question 4

Customer _____ are beliefs about service delivery that function as standards against which performance is judged.

Accepted Answer

Customer expectations are beliefs or predictions about service delivery that serve as benchmarks against which performance is assessed.

Question 5

Last week, Ramona bought a 6-month membership package at Bally's Jack LaLanne Fitness Center. She plans to exercise at Bally's four days a week by participating in an aerobics class, using the nautilus equipment and having a personal trainer. By the time her 6-month membership expires, Ramona hopes to lose 20 pounds, tone and strengthen her muscles, improve her cardiovascular fitness and look and feel more attractive. Ramona's expectations for her health and physical appearance reflect her _____ level of service for Bally's Jack LaLanne Fitness Center.

Accepted Answer

Ramona's expectations reflect her desired level of service, which is what she hopes to achieve by the end of her membership.

Question 6

Hildy's children are giving her a weekend trip to a Lake Tahoe resort. The expectations of the customer services the resort will provide are much higher because they are planning the trip for their mother's approval rather than for their own use. This is an example of a(n) _____ expectation.

Accepted Answer

The answer of Hildy's children are giving her a weekend...

Question 7

Consumers have a _____ zone of tolerance and _____ expectations for recovery service than first-time service.

Accepted Answer

Consumers have a narrower zone of tolerance and higher expectations for recovery service than first-time service. This is because when a service failure occurs, consumers have already formed expectations based on their previous experience. They now have a more precise idea of what they want and will be less forgiving of any errors or shortcomings in the recovery process. As a result, their zone of tolerance becomes narrower, and their expectations for recovery service become higher.

Question 8

Consumers have _____ desired service levels and _____ adequate service levels for different firms within a service category (e.g., Domino's Pizza, Little Caesar's Pizza, Papa John's and Pizza Hut within the pizza restaurant category).

Accepted Answer

The answer of Consumers have _____ desired service levels and...

Question 9

The weekend cruise cost Hal Roux $800 dollars. Before leaving on the cruise, Roux told his neighbor, "With the money this trip is costing me, the food better be good and plentiful". What kind of expectations did Roux have?

Accepted Answer

Roux's statement indicates that he has a normative expectation, which means that he expects the food to meet a certain standard or quality based on the cost of the cruise.

Question 10

Credit card companies have raised customer _____ for service performance by offering lower interest rates, longer grace periods before paying, frequent flyer miles, no annual fees, rebates, discounts, prizes and merchandise.

Accepted Answer

The sentence is referring to what credit card companies have done to increase customer expectations, so the correct choice is "expectations."

Question 11

_____ service is the level of service the customer hopes to receive.

Accepted Answer

The desired service is the level of service that the customer expects or hopes to receive. This can vary from customer to customer and is influenced by factors such as their previous experiences, marketing messages, and expectations set by competitors.

Question 12

Lynette said all she expected from the day care at the gym she belonged to was to get her children back at the end of an hour and learn the police had not been called because of something they did. She uses this particular gym because the day care will let her unruly children stay even though it provides only the nominal supervision. Lynette has _____ expectations about the day care.

Accepted Answer

Lynette's expectations are minimal and simply based on the fact that her children will be returned to her safely and that nothing catastrophic will happen while they are in the gym's day care. These expectations are the minimum level of tolerable expectations she has for the day care.

Question 13

As the date of her baby's birth comes nearer, Devon becomes increasingly more concerned about how the delivery room staff will treat her significant other. As the service dimension of responsiveness becomes more important over time, Devon's:

Accepted Answer

As Devon becomes more concerned about her significant other's treatment, her expectations for the responsiveness dimension of service quality will become more crucial. This will narrow her zone of tolerance and increase both her desired and adequate service levels. Therefore, option A is the best choice.

Question 14

The extent to which customers recognize and are willing to accept variation in service performance is called their zone of:

Accepted Answer

The term "zone of tolerance" refers to the range within which customers are willing to accept variations in service performance without feeling dissatisfied.

Question 15

Leonard has been commuting to New York City on the Long Island Railroad for ten years. Every morning he takes the 7:00 a.m. train that is scheduled to arrive in New York at 8:15 a.m. from Huntington, a suburb of New York. Although Leonard would like the train to arrive in New York on time, he knows from his experience as a commuter that it is more likely the train will be 5 minutes late. Leonard's expectation that his train will be 5 minutes late reflects his _____ level of service for the Long Island Railroad.

Accepted Answer

The answer of Leonard has been commuting to New York...

Question 16

The highest possible level of customer expectations is _____ expectations.

Accepted Answer

The highest possible level of customer expectations is the ideal expectation, which represents the perfect, best-case scenario for the customer. Desired expectations represent what the customer hopes to receive, while acceptable expectations are the minimum level that the customer is willing to tolerate. Ego-satisfying and id-oriented expectations are not commonly used terms in customer service.

Question 17

For the last three months, Gina has been on a diet, but once a week she splurges and orders at her favorite restaurant one slice of the most fantastic chocolate pie she has ever eaten. It is her reward for eating healthy all week. Gina felt her whole week was ruined one day when she got to the restaurant and discovered there was no pie. Gina's expectation that the restaurant will always have a piece of chocolate pie for her is an example of a:

Accepted Answer

The answer of For the last three months, Gina has...

Question 18

As a service dimension increases in importance, a consumer's zone of tolerance _____ and his or her desired and adequate service levels _____.

Accepted Answer

As a service dimension becomes more important, the consumer's expectations for that dimension also increase. Therefore, their desired and adequate service levels will also increase. However, their zone of tolerance, or the range of acceptable service levels, will narrow because they have higher expectations for that particular dimension.

Question 19

After his home was burglarized, Rich became concerned about the safety of his wife and three children since he often traveled out-of-town on business. To prevent further burglaries and ensure his families safety, Rich decided to purchase a home security system from ADT Security Systems. Rich's expectation that an ADT home security system will prevent further burglaries and protect his family results from a:

Accepted Answer

A lasting service intensifier is a factor that increases the customer's expectations of a service because a purchase is considered a significant investment. Rich's purchase of a home security system from ADT is a significant investment intended to protect his family and prevent future burglaries. Therefore, the expectation that the system will prevent further burglaries and protect his family is a result of a lasting service intensifier.

Question 20

A day after Thania had an oil leak in her car repaired at a local service station, she noticed an oil spot under the front of her car. She called the station, told the manager that her car was still leaking oil and brought the car back to the station later that day to have it repaired again. When Thania returned to the service station to have her car repaired a second time, she had a _____ zone of tolerance and _____ expectations than the first time she had her car repaired.

Accepted Answer

The answer of A day after Thania had an oil...

Quiz 4: Customer Expectations of Service

_____ are individual, stable factors that lead consumers to a heightened sensitivity to service.

Customer _____ are beliefs about service delivery that function as standards against which performance is judged.

Hildy's children are giving her a weekend trip to a Lake Tahoe resort. The expectations of the customer services the resort will provide are much higher because they are planning the trip for their mother's approval rather than for their own use. This is an example of a(n) _____ expectation.

Consumers have a _ zone of tolerance and _ expectations for recovery service than first-time service.

Consumers have _ desired service levels and _ adequate service levels for different firms within a service category (e.g., Domino's Pizza, Little Caesar's Pizza, Papa John's and Pizza Hut within the pizza restaurant category) .

The weekend cruise cost Hal Roux $800 dollars. Before leaving on the cruise, Roux told his neighbor, "With the money this trip is costing me, the food better be good and plentiful". What kind of expectations did Roux have?

Credit card companies have raised customer _____ for service performance by offering lower interest rates, longer grace periods before paying, frequent flyer miles, no annual fees, rebates, discounts, prizes and merchandise.

_____ service is the level of service the customer hopes to receive.

As the date of her baby's birth comes nearer, Devon becomes increasingly more concerned about how the delivery room staff will treat her significant other. As the service dimension of responsiveness becomes more important over time, Devon's:

The extent to which customers recognize and are willing to accept variation in service performance is called their zone of:

The highest possible level of customer expectations is _____ expectations.

As a service dimension increases in importance, a consumer's zone of tolerance _ and his or her desired and adequate service levels _.

Quiz 4: Customer Expectations of Service

_____ are individual, stable factors that lead consumers to a heightened sensitivity to service.

Customer _____ are beliefs about service delivery that function as standards against which performance is judged.

Hildy's children are giving her a weekend trip to a Lake Tahoe resort. The expectations of the customer services the resort will provide are much higher because they are planning the trip for their mother's approval rather than for their own use. This is an example of a(n) _____ expectation.

Consumers have a _____ zone of tolerance and _____ expectations for recovery service than first-time service.

Consumers have _____ desired service levels and _____ adequate service levels for different firms within a service category (e.g., Domino's Pizza, Little Caesar's Pizza, Papa John's and Pizza Hut within the pizza restaurant category) .

The weekend cruise cost Hal Roux $800 dollars. Before leaving on the cruise, Roux told his neighbor, "With the money this trip is costing me, the food better be good and plentiful". What kind of expectations did Roux have?

Credit card companies have raised customer _____ for service performance by offering lower interest rates, longer grace periods before paying, frequent flyer miles, no annual fees, rebates, discounts, prizes and merchandise.

_____ service is the level of service the customer hopes to receive.

As the date of her baby's birth comes nearer, Devon becomes increasingly more concerned about how the delivery room staff will treat her significant other. As the service dimension of responsiveness becomes more important over time, Devon's:

The extent to which customers recognize and are willing to accept variation in service performance is called their zone of:

The highest possible level of customer expectations is _____ expectations.

As a service dimension increases in importance, a consumer's zone of tolerance _____ and his or her desired and adequate service levels _____.

Consumers have a _ zone of tolerance and _ expectations for recovery service than first-time service.

Consumers have _ desired service levels and _ adequate service levels for different firms within a service category (e.g., Domino's Pizza, Little Caesar's Pizza, Papa John's and Pizza Hut within the pizza restaurant category) .

As a service dimension increases in importance, a consumer's zone of tolerance _ and his or her desired and adequate service levels _.