MKT436 Chpt 4 Quiz

Which of the following statements about customer satisfaction and service quality is true?

Customer satisfaction is influenced by perceptions of service quality.

Customers often cannot accurately evaluate the technical qualities of legal work like that provided when a homeowner refinances his or her property. Which of the following cues would the homeowner be likely to use to evaluate the legal services?

All of the choices are correct

Which of the following can influence how satisfied a customer is with a service?

All of the choices are correct.

Which of the following statements about service encounters is true?

If a customer is interacting with a firm for the first time, that initial encounter will create a first impression of the organization.

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

The ACSI demonstrates to service providers that there is much room for improvement in customer satisfaction.

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.

a product feature

When Marcus Ross arrived at the airport Enterprise Rent-A-Car to pick up a reserved SUV, he was told the agency had no such car on the lot and that it had no record of him making a reservation. The rental agency's customer service representative Gene Lowery apologized profusely and called other agencies until he located an SUV at an agency several miles away. Lowery personally drove him to the other agency, knocked 20 percent off the rental fee, handed Ross $2 to pay a toll that he would now have to pay to get to his destination and gave him a free tank of gas. Ross's experience at Enterprise is an example of which type of service encounter incident?

adaptability

The growth of e-tailing has led to the identification of four core dimensions that consumers use to evaluate Web sites at which they experience no questions or problems. They are

efficiency, fulfillment, system availability, and privacy.

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

empathy

Raul took his dog Buffy to dog training school to stop Buffy from barking. As soon as the dog returned home, she started her same pattern of barking. Raul was highly critical of the trainers for not teaching Buffy not to bark even though he had not continued the reinforcement technique he was supposed to use to encourage Buffy's good behavior. Raul's customer satisfaction was adversely affected by

his attribution for service failure.

When introduced to technology-based service encounters, people react in different ways. Your text discusses five categories into which they could be grouped? Which is NOT one of these categories?

influencers

________ quality refers to how a service is delivered to the customer.

interaction

After returning from spring break vacations, Jenna was excited to tell her experiences with her friends who went to the same resort last year. She discovers that her trip package was more expensive and offered much less amenities than her friends received last year. Her outcome of customer dissatisfaction reflects which component that can impact of

perceptions of equity or fairness.

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

reliability

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

remote

In ________ encounters, the tangible evidence of the service and the quality of the technical processes and systems are the primary bases for judging quality.

remote

Betina had a group of checks that she needed to deposit and another that she needed to cash for a trip she was leaving on the next day. When she got to her bank on Saturday, she was very disappointed to see it was closed. There was one car in the parking lot and a man was walking toward it. She pulled into a place to decide what to do. The man she had seen walked up to her car and asked if he could help. When she explained her problem, the man introduced himself as the bank's vice president and offered to cash her checks with the money he had in his wallet. Betina has since learned that this kind of service is commonplace at her bank. She knows the bank focuses on the ________dimension of service quality.

responsiveness

When consumers have problems with a Web site, they use ________ dimensions to evaluate e-service quality.

responsiveness, compensation, and contact

Last Thursday Dylan and Tori had dinner at Pig Pete's, a new restaurant they had 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?

revocery

Which of the following statements about customer satisfaction is true?

satisfaction may be associated with feelings of ambivalence when there is a mix of positive and negative experiences

When customers have been surprised by a service outcome that is much better or worse than expected, they tend to look for reasons and their assessments of the reasons can influence their satisfaction. These perceived causes of service success or failure are known as

service attributions

The last time Lia went shopping at Nordstrom's department store she had a very pleasant experience. When she entered Nordstrom'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 Nordstrom'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 Nordstrom's is an example of which type of service encounter incident?

spontaneity

When campus visits by prospective students are organized in certain group sessions in the Spring, universities are highly focused on making sure the campus facilities are clean, the landscaping is beautiful, and the orientation ambassadors talking to students wear color coded polos with the University logo. These all show the importance of ________in conveying service quality.

tangibles

During the Covid-19 pandemic, many medical professionals would have virtual meetings with n0n-emergency patients via platforms such as Zoom, WebEx, and Microsoft Teams. Such meetings provide service by being

technology-mediated

Imagine a bereaved family at a funeral home discovering dirty restrooms, a disco ball in the chapel, and loud heavy metal music on the sound system. You would be correct in saying

the physical environment quality led the family to think less of the overall service quality.