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Exam 5: Customer Perceptions of Service

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Question 41

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The last time Lia went shopping at Parisian's department store she had a very pleasant experience. When she entered Parisian's, she asked a sales associate named Sarah for assistance finding a pair of jeans, a pair of shorts, a skirt and matching tops. Sarah enthusiastically agreed to help and treated Lia like royalty throughout her two-hour shopping trip. Sarah stayed with Lia the entire time she was in Parisian's and showed her a number of different styles of jeans, shorts, skirts and tops. Sarah brought Lia additional items while she was in the fitting room and offered her advice on accessorizing her outfits. After the sale, Sarah thanked Lia for her purchases. Lia's experience at Parisian's is an example of which type of service encounter incident?

A) Recovery
B) Adaptability
C) Spontaneity
D) Believability
E) Coping

F) None of the above
G) C) and D)

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Question 42

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Which of the following statements about customer satisfaction is true?

A) Satisfaction cannot be defined quantitatively
B) Customer satisfaction can only be analyzed if it is considered to be a static occurrence
C) Customer satisfaction can only be determined through anecdotal evidence
D) Satisfaction may be associated with feelings of ambivalence when there is a mix of positive and negative experiences
E) Customer satisfaction is not influenced by price

F) A) and D)
G) C) and D)

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Question 43

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All service encounters are equally important in building good customer relationships.

Southwest Airlines has consistently had one of the best on-time performance records in the airline industry. A critical factor in Southwest's success has been its use of second tier airports such as Midway in Chicago, Hobby in Houston, City in Detroit and Ontario in Los Angeles. These lower traffic airports allow South-west to have a faster turnaround for its airplanes so they spend a greater percentage of their time in the air. Seventy percent of Southwest's flights have a turnaround time of 15 minutes. Southwest Airline's on-time performance reflects the _____ dimension of service quality.

_____ has consistently proven to be the most important determinant of service quality.

Henri, Al and T.K. are all studying to be dog groomers at a local Petsmart training academy. Henri and Al believe they received inadequate training because they could not get a job when the course concluded. T.K. thinks the academy was a great experience and really enjoys grooming the pets at Pet Heaven Kennels. In this example, satisfaction levels were influenced by:

Which of the following statements about the American Customer Satisfaction Index (ACSI) is true?

Discuss the following statement: "The terms satisfaction and quality can be used interchangeably".

Perceptions of equitable treatment by the service provider will affect customers' perceptions of service.

A service encounter that occurs without any direct human contact is a(n) _____ encounter.

In Mexico for about $13.50, you can participate in a migrant obstacle course that gives tourist a taste of the sometimes deadly crossings that illegal migrants make daily. Employees of the park do their best to catch the mock migrants. When they are caught, they hands are bound behind their back and they are loaded into trucks. The capture of the mock migrants is an example of a(n) _____ encounter.

A service provider that wants to be perceived as empathetic should allow its employees to customize the services to meet the specific needs of each individual customer.

Which of the following in NOT an example of technical outcome quality?

Service encounters that occur without any human contact are referred to as impersonal encounters.

Business travelers today are more likely to order room service than ever before. A tired piece of chicken in a congealed sauce kept company by a heap of wilted lettuce will likely cause the customer to think negatively about his or her hotel stay. This is an example of how _____ influences customer satisfaction.

Last Thursday Dylan and Tori had dinner at Pig Pete's, a new restaurant they had a heard about from friends. When they received their order of buffalo wings, Dylan noticed the wings were cold and dried out instead of being hot and moist. Dylan complained to their waitress, who apologized, brought out a plate of freshly cooked buffalo wings and told Dylan and Tori that they would not be charged for the buffalo wings. The couple's experience at Pig Pete's is an example of which type of service encounter incident?

All services have about the same number of service encounters.

What does the text state is another appropriate name for a service encounter?

Which of the following are determinants of service quality in a face-to-face service encounter?

Creating a memorable service experience is important to service providers. Restaurants and hotels on the beach have to train their employees to deal with students who flood the regions during spring break and who oftentimes have had too much to drink. Which common theme of service are they involved with in this example?