BUS 346 Ch. 13 – Flashcards

A ________ gap is the difference between the firm's service standards and the service it provides to customers. a. Knowledge b. Communication c. Standards d. Delivery e. Seniority

Because services like airline flights and hotel beds are _______, many marketers attempt to match demand with supply using pricing strategies. a. Variable b. Perishable c. Accountable d. Intangible e. Inseparable

Because customers have different needs and expectations, the key to distributive fairness in service recovery is to a. Estimate the damage b. Listen to the customer c. Resolve the problem quickly d. Contact the supervisor quickly e. Provide a fair solution

Which of the following is NOT a recommended strategy for service recovery? a. silencing an irate customer before the individual makes any angry outbursts b. finding a fair solution c. following procedural fairness when solving problems d. listening to the customer e. resolving problems quickly

One afternoon, the clerk at the customer service desk of a large retail store got bored and started stating different return policies to each customer. Customers waiting in line and overhearing the different policies would probably feel that the store's handling of returns lacked a. Procedural fairness b. Intangibility c. Organizational fairness d. Explanatory fairness e. Variability

Because services are intangible, it is often difficult for customers to determine how a service meets their expectations, which marketers call a. Service aspirations b. Service perceptions c. Service efforts d. Service feedback e. Service quality

Most customers want to achieve a fair solution following a service failure. Which of the following is NOT a factor that affects a person's perceptions of fairness in these kinds of situations? a. The customer's experience with other firms b. Observed treatment of other customers c. Stories of service recovery told by friends and family d. The nature and severity of the service failure e. The firm's policy on service recovery

When there is a significant difference between the service customers receive and the service the firm promotes, the firm has a a. Delivery gap b. Standards gap c. Knowledge gap d. Social expectations gap e. Communications gap

Medical services, assisted living care, and active senior travel are all examples of a. services an aging population will increase their demand for. b. the price elasticity effect on services demand c. the ability of empowerment to create tangible service products d. services shifted abroad because costs are lower in developing countries e. household maintenance activities that people increasingly pay others to perform

A systematic ____________ program collects customer inputs and integrates them into managerial decisions. a. Empowerment b. Voice-of-customer c. Quality gap analysis d. Zone of tolerance e. Standard analysis

The concept of refers to the area between customers' expectations regarding desired service and their minimum levels of acceptable service. a. Quality gap analysis b. The zone of tolerance c. Empowerment d. Standard analysis e. Voice-of-customer programs

The old cliché, "Service with a smile," recognizes the fact that a. Service providers should smile and not think b. Life is too short to be ugly c. Smiling is contagious d. Service providers need to be pleasant even if the customer is not e. Services are perishable but a smile is forever

Sam was called in to meet with his boss, Tricia. He was afraid he was going to be fired for the mistake he had made dealing with an important customer of the store. Instead, Tricia explained that he had handled the situation well, listening to the customer and finding a fair solution. Tricia commented, "Even more importantly, working the way you did to correct the error could result in _____________." a. A larger service gap b. Less instrumental support c. A full refund for the customer d. A smaller empowerment gap e. Increased customer purchases and positive word of mouth

If there is a difference between the actual service provided to customers and the service the firm has promoted, a ____________ gap exists. a. Knowledge b. Communication c. Senority d. Delivery e. Standards

Martha had several unpleasant experiences trying to find the merchandise she needed at a large lumber yard and hardware store. The employees—when she could find them—rarely seemed to know where anything was outside of their own departments. But on her most recent visit, she was pleasantly surprised to find that the store had installed kiosks where she could get directions quickly and accurately. The store had found a technological solution to the services marketing issue of a. Perishability b. Variability c. Intangibility d. Inseparability e. Part-time employees

Effective service recovery efforts can lead to all of the following EXCEPT a. increased purchase intentions b. increased dependence on technology to prevent future service failures c. increased customer satisfaction d. lower levels of satisfaction than prior to the service failures e. increased positive word of mouth

When Jaime arrived at her hotel room and saw that the bed sheets had not been changed from the last hotel guest and there were cockroaches in the bathroom, she chose to go elsewhere. An undone, bug-infested room was not in Jaime's , which is the difference between what she really wants and what she will accept before looking for another hotel. a. Zone of tolerance b. Patience zone c. Service gap d. Zone of tolerance e. Delivery gap

One approach marketers are using to reduce service _________ is to replace people with machines whenever appropriate. a. Variability b. Intangibility c. Inseparability d. Spendability e. Perishability

A systematic ___________ program collects customer inputs and integrates them into managerial decisions. a. Voice-of-customer b. Quality gap analysis c. Zone of tolerance d. Standard analysis e. Empowerment

If there is a difference between the firm's perceptions of customers' expectations and the service standards the firm has set, a _________ gap exists. a. Standards b. Senority c. Communication d. Knowledge e. Delivery

The owners of hotels whose services are produced and consumed at the same time know that consumers do not have the opportunity to try out their service before purchasing. Many hotels use ________ to overcome the problem of inseparability of services. a. Promotional discounts b. Satisfaction guarantees c. Point-of-purchase displays d. Persiabiliity gap analysis e. Zone of tolerance allowances

Sam was called in to meet with his boss, Tricia. He was afraid he was going to be fired for the mistake he had made dealing with an important customer of the store. Instead, Tricia explained that he had handled the situation well, listening to the customer and finding a fair solution. Tricia commented, "Even more importantly, working the way you did to correct the error could result in _." a. Less instrumental support b. A full refund for the customer c. Increased customer purchases and positive word of mouth d. A larger service gap e. A smaller empowerment gap

Gerald's Tire Service provides each employee with a clean, sharp-looking uniform. It also instructs employees to put all tools back where they belong and keep the work area clean and uncluttered. Gerald's Tire Service emphasizes in the five service quality dimensions. a. Reliabilitiy b. Tangibles c. Empathy d. Responsiveness e. Assurance

By providing good customer service, firms their products or services. a. Reduce the zone of tolerance for b. Increase the persiabiliity of c. Eliminate the communication gap for d. Reduce the empowerment cost associated with e. Add value to

When there is a significant difference between the service customers receive and the service the firm promotes, the firm has a a. Knowledge gap b. Standards gap c. Communication gap d. Social expectations gap e. Delivery gap