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Exam 7: Service Recovery

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Question 31

Multiple Choice

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People who complain can be categorized as:

A) Irates,passives and aggressives
B) Passives,activitists,liaisons and negativists
C) Activists,mediators,chronic and passives
D) Voicers,irates,activists and passives
E) Aggressives,passives and mediators

F) A) and C)
G) B) and E)

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Question 32

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Customers who experience a service failure and do not complain are more likely to make a repurchase than those who do complain.

A) True
B) False

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Question 33

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

People who do not complain often believe that complaining is a waste of time and effort.

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

Sometimes the personal values of the category of complainers called passives prevent them from complaining about a service even when they should.

The _______ suggests an initially disappointed customer who has experienced good service recovery might be even more satisfied and loyal as a result.

What is the best way to conduct lost customer research?

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

The service recovery paradox states that all recovery service efforts deepen the long-term relationship between the customer and the service provider.

Which of the following statements about the benefits of service guarantees is true?

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

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:

Many carwashes offer free replacement washes to car owners if it rains or snows within 24 hours of when they had their cars cleaned at the carwash.Because people who would take advantage of this service guarantee are the ones that are concerned about the appearance of their car,this service guarantee:

________ refers to the actions taken by an organization in response to a service failure.

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

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

The category of complainers called irates has a very optimistic sense of the potential positive consequences of all types of complaining.

A guarantee is a particular type of service recovery tool.

The empowerment of employees is a useful tool in service recovery.