- You have 25 multiple choice questions to answer in 45 minutes. You can take this quiz twice if you wish. Your grade for this quiz will consist of the average of your marks for the attempts. If you take the quiz once, this will be your mark.
- This test has a time limit of 40 minutes. You will be notified when the time expires, and you may continue or submit.
- Warnings appear when half the time, 5 minutes, 1 minute, and 30 seconds remaining.
- This test allows 2 attempts.
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Let’s Begin Chapter 13 Test:
Question 1: Which of the following statements about where customers complain is NOT true?
-In practice, when customers do complain to frontline employees face-to-face or by phone, managers are always informed about the complaint by employees.
Question 2: A business traveler checked into the Hampton Inn hotel and was given a room next to the elevator. While reading through the hotel brochure in the room, he learned that the hotel has a 100% Satisfaction Guarantee. The next morning when checking out he decided to take advantage of the guarantee and raised a complaint about excessive elevator noise. This hotel guest would most likely be classed as _________________ type of jaycustomer .
Question 3: A guarantee that states “Any of three popular pizzas is guaranteed to be served within 10 minutes of ordering on working days between 12 a.m. and 2 p.m. If the pizza is late, the customer’s next order is free” is an example of which kind of service guarantee?
-Single attribute- specific guarantee
Question 4: A service firm whose quality is truly uncontrollable because of external forces like weather should ____________________ .
-Not use a guarantee
Question 5: A(n) ____________ promises that if the service delivery fails to meet certain standards the customer is entitled to one or more forms of compensation.
Question 6: Adam wanted to get a new passport. After patiently waiting for his turn for more than 90 minutes at the Citizenship and Immigration Office, his name was finally called. When the service representative reviewed his documents, she told him that he needed additional documents before the passport could be granted. However, she told him that when he returns that he could see her right away and will not need to wait in line again. What dimension of fairness is this an example of?
Question 7: After an expensive $200 meal and receiving very bad service all Sammy received was a mild “sorry” from the restaurant staff. Sammy felt he did not receive compensation in line with the bad service he experienced. Sammy was expecting ___________________.
Question 8: After handling a customer complaint, the front-line worker should ____________.
-Self-check the system and improve it
Question 9: Companies can reduce customer complaint barriers but doing all of the following EXCEPT _________.
-Reduce physical fences
Question 10: Customer satisfaction with service recovery is largely due to fairness in the following three dimensions: _____________.
-Procedural justice, interactional justice, outcome justice
Question 11: Customers generally complain because they want to ________________________.
-help to improve the service
Question 12: If all aspects of the service are covered by the guarantee and there are no exceptions, this type of guarantee is called a _______________________ .
Question 13: In handling a customer complaint successfully, the frontline employee should ______________.
Question 14: In service recovery, the positioning of your firm will affect _____________ .
-how generous the compensation should be
Question 15: In the opening vignette in this chapter, JetBlue mishandled its service recovery because ______________.
Question 16: In the travel and hospitality industries, revenue management practices often result in over-bookings. According to the text, what is the most appropriate recovery strategy that firms should adopt to reduce negative impact on their customers?
-Anticipate the most common service problems caused by over-bookings and develop solutions for all employees to follow.
Question 17: Once Laura had carried her dry cleaning to the car, she took a minute to see if the cleaner had removed the stain from her dress. The stain was still there, so Laura took the dress back to the cleaner to complain. When Laura showed the stained dress to the employee, she shrugged and said, “I guess you want the dress re-cleaned?” Lara responded, “Yes, please.” The employee took the dress, gave Laura a dirty look, and began sorting some items on the counter.
Laura experienced ____________.
Question 18: Research from around the globe has shown that when a firm delivers poor service, ___________.
-most people will choose not to complain.
Question 19: Service guarantees should meet certain criteria. Two of those criteria include being __________.
-Unconditional and easy to invoke
Question 20: TARP research has shown that if a complaint is resolved to the customer’s satisfaction, the highest retention rate of 82% can be achieved only if ____________________.
-the problem was fixed quickly
Question 21: What is the demographic profile of the customers who are most likely to complain?
-high income, middle-aged females
Question 22: What percentage of customers who have been unhappy with a service complain
Question 23: When is it inappropriate for a firm to offer a service guarantee?
-when service quality cannot be controlled by the firm because of external forces
Question 24: Which of the following is the BEST example of outcome justice?
-The movie theatre gave all patrons two free movie tickets for the night of their choice when the projector broke half way through showing the newest James Bond movie.
Question 25: Which of the following statements about dealing with consumer fraud is NOT true?
-Offering a larger guarantee pay-off when service fails (e.g. 100% vs. 50%) tends to significantly reduce consumer cheating.
Friends, If Any of Answer is Incorrect then Please Let me know in Comments with the Correct Answers.