test 2, ch.13

With regard to service recovery, _____ fairness pertains to a customer's perception of the benefits he or she received compared with the costs.

distributive

Clayton is a customer service representative for a music supply store. When customers call the store to order products, Clayton is allowed to work directly with them to ensure they select the right product to meet their needs. Likewise, if the customers call back with issues regarding those products, Clayton is authorized to make decisions that will rectify the situation and satisfy the customer. This is an example of

empowering service providers..allowing employees to make decisions about how service gets provided to customers

As a service industry, many hotels use satisfaction guarantees to overcome the problem of

inseparability... they are produced and consumed at the same time

The marketing of services differs from product marketing because services are

intangible, inseparable, heterogeneous (subject to variation due to human factors) and perishable

Because services like airline flights and hotel beds are perishable, many marketers attempt to match demand with supply through the use of

pricing strategy

Which of the following is a component of effective service recovery? A)taking as long as necessary to resolve the problem B)providing a fair solution C)not bothering the customer by involving them in the recovery process D)standardizing on recovery methods, rather than offering a remedy based on each customer complaint E)effectively explaining to the customer why the company cannot resolve the situation

providing a fair solution

Which of the following is NOT one of the five dimensions used by consumers to determine overall service quality?

repeatability

Firms can attempt to close a standards gap by

setting appropriate service standards and measuring service performance

Even though it has been around for years, people never tire of eating at the White Hall Inn Restaurant. The customers who frequent the restaurant say it is the cleanest, most comfortable restaurant in town and the staff is always impeccably dressed and very courteous. Based on this feedback, the White Hall Inn would receive high marks on which service quality dimension?

tangibles..refers to the appearance of physical facilities, equipment, personnel, and communication materials

The zone of tolerance identifies

the difference between what a customer really wants and what the customer is willing to accept before going elsewhere.