Chapter 16: Service Failures and Recovery Strategies

The moments of interaction between the customer and the service firm are called:
1. Servuction junction
2. critical incidents
3. core service failures
4. service recovery
5. instrumental complaints
Services that do not meet customer expectations are called:
1. service failures
2. critical incidents
3. Servuction failures
4. service recovery
5. instrumental complaints
Which of the following is not a main service failure category discussed in the text?
1. unprompted and unsolicited employee actions
2. responses to customers implicit needs
3. pricing failures
4. core service failures
5. responses to explicit needs
In general, the service failure category of implicit and explicit customer needs and requests consist of employee responses to which types of possible failures?
1. special needs
2. customer preferences
3. disruptive others
4. customer errors
5. all of the above
Categorize the following service failures into its appropriate main service failure category:

unavailable or slow service
1. responses to core service failure
2. responses to needs and requests
3. unprompted/unsolicited employee action
Categorize the following service failures into its appropriate main service failure category:

dirty silverware in a restaurant
1. responses to core service failure
2. responses to needs and requests
3. unprompted/unsolicited employee action
Categorize the following service failures into its appropriate main service failure category:

disruptive customers
1. responses to core service failure
2. responses to needs and requests
3. unprompted/unsolicited employee action
Categorize the following service failures into its appropriate main service failure category:

rude service providers
1. responses to core service failure
2. responses to needs and requests
3. unprompted/unsolicited employee action
Categorize the following service failures into its appropriate main service failure category:

10 diners not being able to sit together
1. responses to core service failure
2. responses to needs and requests
3. unprompted/unsolicited employee action
Categorize the following service failures into its appropriate main service failure category:

a Domino’s pizza employee who provided a
meal for a family whose house had burnt down
1. responses to core service failure
2. responses to needs and requests
3. unprompted/unsolicited employee action
Categorize the following service failures into its appropriate main service failure category:

a customer who orders a steak medium
rare and receives it well-done
1. responses to core service failure
2. responses to needs and requests
3. unprompted/unsolicited employee action
Categorize the following service failures into its appropriate main service failure category:

an employee who provides magazines for the
children waiting for their parents at the solicitors office
1. responses to core service failure
2. responses to needs and requests
3. unprompted/unsolicited employee action
Categorize the following service failures into its appropriate main service failure category:

an individual with a disability is unable to gain
access to the elevated booth in a restaurant
1. responses to core service failure
2. responses to needs and requests
3. unprompted/unsolicited employee action
Categorize the following service failures into its appropriate main service failure category:

a flight attendant is rude to travellers
1. responses to core service failure
2. responses to needs and requests
3. unprompted/unsolicited employee action
Service failures involving problematic customer include _____.
1. uncooperative customers
2. breaking company policies
3. drunkenness
4. verbal and physical abuse
5. all of the above
Consumer complaints tend to be:
1. instrumental and ostensive
2. instrumental and reflexive
3. non-instrumental and ostensive
4. non-instrumental and reflexive
5. ostensive and reflexive
__________ are complaints that are expressed without the expectation that
the problem will be solved.
1. ostensive
2. instrumental
3. reflexive
4. non-instrumental
5. none of the above
__________ complaints are registered for the expressed purpose of altering
an undesirable state of affairs.
1. ostensive
2. instrumental
3. reflexive
4. non-instrumental
5. none of the above
In general, individuals avoid making this type of complaint so as not to reinforce
negative self-esteem.
1. ostensive
2. instrumental
3. reflexive
4. non-instrumental
5. none of the above
This type of complaint is not usually heard because people seldom want to
convey negative attributes about themselves to others.
1. ostensive
2. instrumental
3. reflexive
4. non-instrumental
5. none of the above
Complaints about the weather being too hot can be classified as:
1. instrumental and ostensive
2. instrumental and reflexive
3. non-instrumental and ostensive
4. non-instrumental and reflexive
5. ostensive and reflexive
The smallest number of complaints registered by individuals are:
1. instrumental and ostensive
2. instrumental and reflexive
3. non-instrumental and ostensive
4. non-instrumental and reflexive
5. ostensive and reflexive
Which of the following is not a reason customers complain?
1. emotional release from frustration
2. to regain some control by spreading negative word-of-mouth
3. to solicit sympathy
4. to create the impression of being more intelligent
5. all the above are reasons customers complain
Which of the following is not a reason customers complain?
1. emotional release from frustration
2. to regain some control by spreading negative word-of-mouth
3. to solicit sympathy
4. to create the impression of being more intelligent
5. service customers tend to feel comfortable about evaluating services and are not afraid to voice their opinions
Why don’t service customers typically complain?
1. they don't think it will do any good
2. they accept part of the blame since they are directly involved in the process
3. they don't know who to complain to
4. they don't want to create a confrontation
5. all the above are reasons customers do not complain
All of the following are reasons customers do not complain except for:
1. complaining provides an emotional release from frustration
2. they accept part of the blame since they are directly involved in the process
3. they don't know who to complain to
4. they don't want to create a confrontation
5. they feel they lack the expertise to make an objective observation
A firm's reaction to a customer complaint that results in customer satisfaction
and goodwill is called a:
1. service recovery paradox
2. service recovery
3. critical incident
4. moment of truth
5. the critical incident technique
A complaining outcome in which the consumer takes action deliberately designed to damage the physical operation or hurt future business is called?
1. voice
2. retaliation
3. service recovery
4. exit
5. service recovery paradox
__________ refers to the situation in which the customer rates performance
higher if a failure occurs and the contact personnel successfully recover from
it than if the service had been delivered correctly the first time.
1. service recovery paradox
2. service recovery
3. critical incident
4. moment of truth
5. the critical incident technique
Perceived justice consists of three components:
1. social, distributive, and ethical justices
2. procedural, psychological, and social justices
3. social, interactional, and physical justices
4. distributive, interactional, and procedural justices
5. social, ethical, and physcial justices
The component of perceived justice that refers to the outcomes associated with the service recovery process is referred to as __________ justice.
1. social
2. procedural
3. interactional
4. distributive
5. ethical
During a service recovery effort, the employee promptly refunded the customer’s money, but threw the money at the customer. As a result, the recovery effort violated the customer’s ___________ justice need.
1. social
2. procedural
3. interactional
4. distributive
5. ethical
During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the defective product. However, it took three months for the replacement product to show up which was much later than the customer had anticipated. As a result, the recovery effort violated the customer’s ___________ justice need.
1. social
2. procedural
3. interactional
4. distributive
5. ethical
__________ refers to a method of studying service failures by analyzing
the stories told by customers.
1. Service recovery paradox
2. Service recovery
3. Critical incident
4. Procedural inquiry
5. The critical incident technique
Service firms that wish to excel at service failures analysis and recovery may conduct a _______.
1. service recovery audit
2. service recovery
3. critical incident
4. moment of truth
5. recovery strategies

Chapter 16: Service Failures and Recovery Strategies

Test Yourself on MIS