Service Marketing Chapters 3-4

Leonard has been commuting to New York City on the Long Island Railroad for ten years. Every morning he takes the 7:00 a.m. train that is scheduled to arrive in New York at 8:15 a.m. from Huntington, a suburb of New York. Although Leonard would like the train to arrive in New York on time, he knows from his experience as a commuter that it is more likely the train will be 5 minutes late. Leonard's expectation that his train will be 5 minutes late reflects his _________ level of service for the Long Island Railroad.

Adequate

When customers feel uncertain about their ability to evaluate services with high levels of credence qualities such as banking and insurance, the ________ dimension of service quality is likely to be particularly important.

Assurance

Which of the following service encounter themes reflects employees' responding to problem customers, i.e., customers who are unwilling to cooperate with the service provider, other customers, industry regulations and/or laws?

Coping

The _____ dimension of service quality is the caring, individualized attention given to customers.

Empathy

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?

Recovery

The _____ dimension of service quality refers to the willingness to help customers and provide prompt service.

Responsiveness

The Walt Disney Company dress code requires male cast members with mustaches or beards to trim their facial hair to no longer than one-quarter of an inch and be well-groomed. Male cast members without mustaches and beards must be clean shaven every day. All cast members must keep their nametags visible at all times, have no visible tattoos and be professional in appearance. The Walt Disney Company's dress code reflects the _____ dimension of service quality.

Tangibles

Customers expect service companies to do what they are supposed to do. They expect fundamentals, not fanciness; performance, not empty promises.

True

Customers' service expectations are dynamic.

True

One of the influences on desired service expectation is personal service philosophy. If you have even been employed as a waitperson in a restaurant, you are likely to have standards for restaurant service that have been shaped by your training and experience in that role.

True

The extent to which customers recognize and are willing to accept variation in service performance is called the

Zone of tolerance