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Multiple Choice Quiz
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1
_____ 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
2
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
3
_____ concerns the results that customers receive from their complaints.
A)Functional fairness
B)Procedural fairness
C)Interactional fairness
D)Service equity
E)Outcome fairness
4
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
5
Which of the following is NOT an example of a commonly used service recovery strategy?
A)learn from recovery experience
B)act quickly
C)encourage and track complaints
D)implement the service paradox
E)learn from lost customers
6
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
7
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)act quickly
8
Which of the following statements about the benefits of service guarantees is true?
A)To be valid, service guarantees must be in writing.
B)A good guarantee forces the company to focus on its customers.
C)Employee morale can be adversely affected by service guarantees.
D)The guarantee negates the service recovery strategy of act quickly.
E)A good guarantee will generate a lot of feedback--most, if not all of it, useless.





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