Question 1

Comment on the following statement: "The recovery paradox is a superior strategy to the 'Do it right the first time' strategy".

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The answer of Comment on the following statement: "The recovery...

Question 2

Will and Jason NaJami are going to open a swimming pool service this summer.They will put in pools,repair damaged ones and provide a pool-cleaning service.Why should they consider designing and implementing an effective service recovery strategy?

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The answer of Will and Jason NaJami are going to...

Question 3

Which type of complainer has sometimes been called the service provider's best friend?

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Question 4

When Robin and Liam arrived at the restaurant,their table was not ready.The hostess gave them free drinks at the bar while they waited for their table to be cleared.What type of fairness does this best represent?

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The answer of When Robin and Liam arrived at the...

Question 5

Which type of complainer has an above-average propensity to complain and will gladly complain to anyone or anything that will listen?

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Question 6

What is service recovery?

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The answer of What is service recovery?...

Question 7

Which service dimension is most important if the service provider has made the service failsafe as its primary service recovery strategy?

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The answer of Which service dimension is most important if...

Question 8

Why would a consumer be more likely to complain about a poorly mended prom dress than burnt toast?

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The answer of Why would a consumer be more likely...

Question 9

A guarantee is a particular type of service recovery tool.

Accepted Answer

A guarantee is a proactive service recovery tool that promises customers a certain level of satisfaction or compensation if the service falls short of expectations.

Question 10

Service guarantees are appropriate for any company and every service situation.

Accepted Answer

Service guarantees are not universally appropriate; their effectiveness depends on the nature of the service, the ability of the company to deliver consistently, and whether the guarantee can be meaningfully differentiated from competitors.

Question 11

Will and Jason NaJami are going to open a swimming pool service this summer.They will put in pools,repair damaged ones and provide a pool-cleaning service.They have decided to use a service guarantee as their primary service recovery tool.How can they make sure that their service guarantee is effective?

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Question 12

What is the best way to conduct lost customer research?

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The answer of What is the best way to conduct...

Question 13

Studies of service guarantees indicate their existence has no impact on employee morale.

Accepted Answer

Research has shown that service guarantees can have a positive impact on employee morale, by providing them with clear targets to work towards and a sense of pride in exceeding customer expectations.

Question 14

When Tom had the satellite dish placed on the roof of his house,the installer dislodged and made no attempt to replace a half dozen roofing shingles.Tom has complained several times to his friends about the lousy service,but he would never complain to the Better Business Bureau,nor is he likely to recommend the installer to friends.What kind of complainer is Tom?

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The answer of When Tom had the satellite dish placed...

Question 15

What kind of fairness is being requested when customers want their complaints handled politely,fairly and honestly?

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Question 16

A friend of yours is setting up a math tutoring service.She has asked you,"Do all services need to offer customer guarantees"? Explain your answer.Then explain why or why not she should or should not offer a customer service guarantee.

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The answer of A friend of yours is setting up...

Question 17

Guarantees that are written by the legal department are generally more meaningful to customers than any other type.

Accepted Answer

Guarantees written by the legal department are often filled with legal jargon and conditions that might not be easily understood by customers. Guarantees that are clear, straightforward, and customer-friendly are generally more meaningful and reassuring to customers.

Question 18

Which service recovery strategy is most closely connected to an employee empowerment strategy?

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Question 19

Formal market research of lost customers' motivations is a waste of resources.

Accepted Answer

Conducting formal market research of lost customers' motivations can provide valuable insights into why they stopped doing business with a company and how to prevent future customer churn. It allows companies to better understand the reasons behind customer defection and make informed changes to improve customer retention. However, it's important to ensure that the cost of conducting such research is proportional to its potential benefits.

Question 20

What kind of a guarantee is a dentist giving that guarantees patients will wait no more than 15 minutes past their appointment or they will be given $5?

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The answer of What kind of a guarantee is a...

Quiz 7: Service Recovery