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Exam 4: Customer Perceptions of Service

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Question 21

Multiple Choice

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

A) Reliability
B) Responsiveness
C) Assurance
D) Empathy
E) Tangibles

F) A) and C)
G) C) and D)

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Question 22

Multiple Choice

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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?

A) Recovery
B) Adaptability
C) Spontaneity
D) Credibility
E) Coping

F) B) and C)
G) B) and E)

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Question 23

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Perceptions of equitable treatment by the service provider will affect customers' perceptions of service.

For years,Allstate Insurance has used the slogan,"You're in good hands with Allstate." Which dimension of service quality is this Allstate promotional campaign emphasizing?

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

Which of the following themes is NOT a source of customer satisfaction/dissatisfaction in service encounters?

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.

All service encounters are equally important in building good customer relationships.

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.

To determine the source of customers' favorable and unfavorable perceptions in service encounters,researchers use which of the following research methods?

Every service encounter is an opportunity to build satisfaction and quality.

Creating a memorable service experience is important to service providers.Restaurants and hotels on the beach have to train their employees to deal with students who flood the regions during spring break and who oftentimes have had too much to drink.Which common theme of service are they involved with in this example?

Describe the four common themes identified as sources of customer satisfaction/dissatisfaction in memorable service encounters.

In a __________ encounter,both verbal and non-verbal behaviors are determinants of quality,as are tangible cues such as employee appearance and informational brochures.

Although consumer satisfaction tends to be measured at a particular point in time as if it were static,satisfaction is a dynamic,moving target.

From the customer's point of view,the most vivid impression of service occurs in the service _____ when the customer interacts with the service firm.

Gwen's first trip to an amusement park was as a chaperone for a class of first grade students who were allowed to fill up on sugar on the bus trip to the park.By the end of the day,Gwen was very frustrated and very tired.Later when she revisited the amusement park,Gwen could not enjoy the experience because she kept remembering how miserable she had been acting as a chaperone.Gwen's satisfaction with amusement parks was adversely influenced by:

On a recent trip to Disneyland,Rose had her picture taken with Minnie Mouse.After the picture was taken,Minnie Mouse signed Rose's autograph book.Rose's interaction with Minnie Mouse was actually a(n) _______ with Disneyland.

A catalog retailer that sells boxed fruit would like its customers to think of the operation as a gift provider.Its operators are trained to help customers pick out just the right customized gift for family members and friends.Which two dimensions of service quality are most evident in this example?

Which of the following statements about service encounters is true?