Deck 13: Managing Service Failures and Implementing Effective Recovery Strategies

Question 1

Which of the following is not a main service failure category discussed in the text?

A) unprompted and unsolicited employee actions
B) responses to customers implicit needs
C) pricing failures
D) core service failures
E) responses to explicit needs

Answer 1

pricing failures

Question 2

In general, the service failure category of implicit and explicit customer needs and requests consist of employee responses to which types of possible failures?

A) special needs
B) customer preferences
C) disruptive others
D) customer errors
E) all of the above

Answer 2

all of the above

Question 3

Service failures involving problematic customer include _____.

A) uncooperative customers
B) breaking company policies
C) drunkenness
D) verbal and physical abuse
E) all of the above

Answer 3

all of the above

Question 4

Which of the following is not a reason customers complain?

A) emotional release from frustration
B) to regain some control by spreading negative word-of-mouth
C) to solicit sympathy
D) to create the impression of being more intelligent
E) all the above are reasons customers complain

Question 5

Which of the following is not a reason customers complain?

A) emotional release from frustration
B) to regain some control by spreading negative word-of-mouth
C) to solicit sympathy
D) to create the impression of being more intelligent
E) service customers tend to feel comfortable about evaluating services andare not afraid to voice their opinions.

Question 6

Why don't service customers typically complain?

A) they don't think it will do any good
B) they accept part of the blame since they are directly involved in the process
C) they don't know who to complain to
D) they don't want to create a confrontation
E) all the above are reasons customers do not complain

Question 7

All of the following are reasons customers do not complain except for:

A) complaining provides an emotional release from frustration
B) they accept part of the blame since they are directly involved in the process
C) they don't know who to complain to
D) they don't want to create a confrontation
E) they feel they lack the expertise to make an objective observation

Question 8

Which of the following compensates the customer to offset the cost of the service failure?

A) gratis
B) discount
C) coupon
D) free upgrade
E) all of the above

Question 9

Which of the following is not a recovery tactic within the broad recovery strategy categories?

A) compensatory strategies
B) restoration strategies
C) apologetic strategies
D) reimbursement strategies
E) recovery strategies

Question 10

Discuss the recommended implementation strategies: how should the recovery strategy be presented to the customer?