Question 1

Bruce was driving to work yesterday when he was nearly run off the road by a speeding furniture delivery truck.On the back of the truck was a phone number to call if you believed the driver was not handling the truck safely.Rather than deciding to never buy furniture from this furniture company,Bruce called the company and complained about the truck driver.The person who took his call thanked Bruce for his concern,apologized for the driver and promised to reprimand him.Which service recovery strategy was the furniture store using?
A) Make the service fail safe
B) Learn from lost customers
C) Use procedural fairness
D) Encourage and track complaints
E) Treat customers proactively

Accepted Answer

The furniture store is using the service recovery strategy of encouraging and tracking complaints by putting a phone number on the back of their delivery trucks and taking complaints seriously when customers call in.

Question 2

Which of the following is NOT an example of a commonly used service recovery strategy?
A) Learn from recovery experience
B) Respond quickly
C) Encourage and track complaints
D) Implement the service paradox
E) Learn from lost customers

Accepted Answer

The service paradox is not a commonly used service recovery strategy. The other four options are widely recognized and utilized strategies for recovering from service failures.

Question 3

Which of the following is the BEST example of procedural 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) When Tia walked into the salon and asked to have her hair cut,the receptionist pointed to the sign that read,"To keep from inconveniencing our customers,this hair salon will not style the hair of anyone who does 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 half way 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 flight

Accepted Answer

The answer of Which of the following is the BEST...

Question 4

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 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:
A) Functional fairness
B) Procedural fairness
C) Interactional fairness
D) Service equity
E) Situational fairness

Accepted Answer

The employee's behavior of giving Mariko a dirty look and sorting items instead of acknowledging her request for recleaning the skirt shows a lack of interactional fairness, which refers to the behavior and treatment of employees towards customers. The employee's behavior towards Mariko was not respectful, courteous or empathetic, which are components of interactional fairness.

Question 5

A pseudo-relationship occurs when
A) The service encounter is static
B) The customer interacts many times with the same company,but with different service providers
C) The company interacts with different members of a household
D) Frequency of service is greater than service reach
E) The service provider has accepted the validity of the service paradox

Accepted Answer

A pseudo-relationship occurs when the customer interacts many times with the same company, but with different service providers. This creates a sense of continuity and familiarity for the customer, but may not actually lead to a true relationship as the customer is not interacting with the same service provider consistently.

Question 6

All of the following are causes for customer's brand switching EXCEPT:
A) Ethical problems
B) Pricing
C) Inconvenience
D) A service paradox
E) Core service failure

Accepted Answer

A service paradox is not a cause for brand switching; it refers to a situation where a service failure is effectively managed, potentially increasing customer loyalty. The other options (ethical problems, pricing, inconvenience, and core service failure) are common reasons customers might switch brands.

Question 7

When its sales were declining,Canadian Airline conducted a marketing survey to understand the expectations of the business traveler,its target market.It learned business travelers resent they are bosses in their own offices but are totally controlled by the airlines when they travel.Canadian Airline instituted gate-side business centers,shower facilities and massage chairs as well as continuous "power to the seat" for those who want to work on their laptops.By listening to its business travelers and providing the services they want,Canadian Airline's sales started increasing.What service recovery strategy did Canadian Airline use?
A) Make the service fail safe
B) Learn from recovery experience
C) Treat customers reactively
D) Encourage and track complaints
E) Act quickly

Accepted Answer

Canadian Airline used the service recovery strategy of learning from the recovery experience by conducting a marketing survey to understand the expectations of its target market and then implementing changes based on those expectations.

Question 8

Which of the following is an example of a poka-yoke?
A) Lynsey is so upset with the service she got at the travel agency that she is launching a one-woman campaign to put it out of business
B) The business owner complains to the licensing board every time the next-door restaurant's employees forget to put the lids on the garbage cans
C) The day care center has carefully labeled bins for each parent to fill with food,diapers,clothes and toys so that one child's stuff will not be confused with another's
D) The customer refused to pay the delivery fee because the package arrived two days late
E) The dentist's office staff regularly does lose customer research

Accepted Answer

The carefully labeled bins at the day care center are an example of a poka-yoke, as they are designed to prevent mistakes or confusion (such as mixing up one child's belongings with another's). The other options do not demonstrate a poka-yoke.

Question 9

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?
A) Make the service fail safe
B) Encourage and track complaints
C) Treat customers proactively
D) Use procedural fairness
E) Learn from lost customers

Accepted Answer

The golf course manager is reaching out to Kate in an attempt to learn from her lost business and win her back as a customer, which falls under the service recovery strategy of learning from lost customers.

Question 10

________ refers to the fact that a complaining customer expects to be treated fairly,with care and honesty.
A) Functional equity
B) Procedural fairness
C) Interactional fairness
D) Service equity
E) Outcome fairness

Accepted Answer

Interactional fairness is the perception of customers that they are treated with care, honesty, and respect in the process of service delivery. Customers want to be heard, respected and informed throughout the service encounter.

Question 11

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:
A) Functional fairness
B) Service equity
C) Interactional fairness
D) Distributive fairness
E) Relationship management

Accepted Answer

The flight attendant's behavior falls under interactional fairness, which refers to how the service provider interacts with the customer, including factors such as politeness, attentiveness, and empathy. In this case, the flight attendant ignored the legitimate complaints of the business traveler, which is a clear violation of interactional fairness. Functional fairness pertains to the technical quality of the service, while service equity refers to the overall fairness of the service experience. Distributive fairness pertains to the outcomes or results of the service encounter. Relationship management pertains to how the service provider establishes and maintains relationships with customers over time.

Question 12

By noting that a number of customers had complained about late bus arrivals at one particular stop,the bus line rerouted the bus away from a heavy traffic area.By increasing its miles traveled slightly,the bus was able to improve its arrival time substantially at the stop where it had formerly been perpetually late.Which service recovery strategy did the bus line use?
A) Make the service fail safe
B) Learn from recovery experiences
C) Treat customers fairly
D) Encourage and track complaints
E) Respond quickly

Accepted Answer

The bus line used the service recovery strategy of learning from recovery experiences. By analyzing customer complaints and identifying the specific cause of late arrivals at one particular stop, the bus line was able to reroute the bus and improve its arrival time. This demonstrates a willingness to learn from past mistakes and take action to improve service for customers.

Question 13

Banjo Bob repairs guitars,banjos,and other stringed instruments for a living.Banjo Bob promises his customers "100 percent satisfaction in every repair." Which service recovery strategy is Banjo Bob?
A) Make the service fail safe
B) Learn from lost customers
C) Treat customers reactively
D) Implement the service paradox
E) Use procedural fairness

Accepted Answer

Banjo Bob promises "100 percent satisfaction in every repair," which means he is trying to make the service fail-safe.

Question 14

When the dentist's office bills the patient who had an appointment but did not show up for it and did not cancel the appointed,it is an example of _____ because the patient was made aware of the policy before making the appointment.
A) Functional fairness
B) Procedural fairness
C) Interactional fairness
D) Service equity
E) Outcome fairness

Accepted Answer

This is an example of procedural fairness because the patient was made aware of the policy before making the appointment, and therefore had the opportunity to cancel or reschedule if needed. The billing of the patient who did not show up or cancel is part of a fair and transparent process.

Question 15

Adam was working late in his hotel room when the light bulb in the lamp at his desk burned out.He called the front desk and asked for a replacement bulb.The desk manager told Adam that a new one would be provided tomorrow morning and that he did not have the key to the stockroom.Adam tried to explain how much he needed the light to finish his sales report,but the manager was polite but adamant that he could not help.This example illustrates lack of:
A) Functional fairness
B) Procedural fairness
C) Interactional fairness
D) Service equity
E) Situational fairness

Accepted Answer

The lack of a replacement bulb and the front desk manager's inability to provide one in a timely manner highlights a lack of procedural fairness. Procedural fairness refers to the fairness and transparency in the processes and procedures used to make decisions, in this case, the process of getting a replacement bulb.

Question 16

Roger Pack is a breeder of Pomeranian dogs.He has used the same grooming salon for his dogs for the last 10 years.When a new groomer accidentally trimmed too much off of one of his show dog's hind quarters,he was upset.He decided not to make a big deal of the event because of his long-term dealings with the salon owner.Which service recovery strategy is exemplified here?
A) Make the service fail safe
B) Cultivate relationships with customers
C) Treat customers proactively
D) Use procedural fairness
E) Learn from lost customers

Accepted Answer

The service recovery strategy exemplified here is cultivating relationships with customers. Roger Pack's decision not to make a big deal of the incident is likely because he values his long-term dealings with the salon, indicating that their relationship is important to him.

Question 17

With which service recovery strategy is the reliability dimension of service quality most closely associated?
A) Make the service fail safe
B) Learn from lost customers
C) Treat customers fairly
D) Encourage and track complaints
E) Respond quickly

Accepted Answer

The reliability dimension of service quality is closely associated with making the service fail safe, which is a service recovery strategy aimed at preventing or reducing the likelihood of service failures or errors. This can improve customer confidence in the service's dependability and consistency.

Question 18

What are poka-yokes?
A) Customers who have a propensity to complain
B) Automatic warnings or controls to ensure mistakes don't happen
C) Service failures
D) Common sources of complaints
E) Methods for tracking complaints

Accepted Answer

Poka-yokes are automatic warnings or controls that are put in place to prevent mistakes or errors from happening. They are designed to catch errors before they occur or to alert employees when something is not being done correctly. This is a key part of quality control and can help reduce waste, improve efficiency, and ultimately save companies time and money.

Question 19

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?
A) Make the service fail safe
B) Learn from lost customers
C) Treat customers proactively
D) Use procedural fairness
E) Respond quickly

Accepted Answer

The hotel worker's immediate action to provide Theo with sweet rolls, coffee, and an apology exemplifies the "Respond quickly" service recovery strategy, focusing on addressing the customer's dissatisfaction as soon as it is noticed.

Question 20

The empowerment of employees makes which of the following service recovery strategies easier to implement?
A) Make the service fail safe
B) Learn from lost customers
C) Treat customers fairly
D) Encourage and track complaints
E) Respond quickly

Accepted Answer

Empowering employees allows them to make decisions on the spot, enabling a quicker response to service failures.

Quiz 7: Service Recovery

Which of the following is NOT an example of a commonly used service recovery strategy?

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

A pseudo-relationship occurs when

All of the following are causes for customer's brand switching EXCEPT:

Which of the following is an example of a poka-yoke?

________ refers to the fact that a complaining customer expects to be treated fairly,with care and honesty.

Banjo Bob repairs guitars,banjos,and other stringed instruments for a living.Banjo Bob promises his customers "100 percent satisfaction in every repair." Which service recovery strategy is Banjo Bob?

When the dentist's office bills the patient who had an appointment but did not show up for it and did not cancel the appointed,it is an example of _____ because the patient was made aware of the policy before making the appointment.

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

What are poka-yokes?

The empowerment of employees makes which of the following service recovery strategies easier to implement?