Carrie is a gluten-free eater. She goes to a restaurant and informs her server of this request, but her salad comes with regular croutons on it. Which category of service failure would this incident best fit under?
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Correct Answer:
Failure by explicit requests
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Which term is best described as the customer’s feeling after a complaint or service failure that had a fair outcome?
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Correct Answer:
Distributive justice
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A necessary further step that employees should do when dealing with system failures is
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Correct Answer:
Tell managers about system failures
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Service personnel can be trained to read ______ for clues to an unhappy customer.
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Correct Answer:
Body language
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What term is used to define the company’s worst case scenario of a service failure?
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Correct Answer:
An avenger
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An unhappy customer can do any one or a combination of which four things?
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Correct Answer:
Leave never to return, complaint, retaliate, and bad-mouth the organization
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Unhappy customers are ______ as likely to spread negative word of mouth as happy ones are to spread positive word of mouth.
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Correct Answer:
Twice
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The unhappy customer is the focus of the ______.
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Correct Answer:
Service recovery
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Which of the following terms is used to describe the exchanging of information from person to person?
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Correct Answer:
Word of mouth
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Which of the following would best describe a momentary failure that was fixed immediately?
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Correct Answer:
A comp meal or money off the check
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Which of the following is not considered an outcome when a guest has a problem?
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Correct Answer:
The problem is fixed, but the customer still leaves unhappy.
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Which term best describes the range of service quality experienced that a customer will deem as satisfactory, even if aspects of the service are not fully up to expectations?
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Correct Answer:
Zone of tolerance
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What are the three most common critical incidents during service encounters that cause customers to switch to other services?
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Correct Answer:
Failures in the service itself, negative employee actions, and unsatisfactory employee response to service failures
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In what segment of the hospitality industry are service failures a commonplace discussion topic among travelers?
Answer
Correct Answer:
Airlines
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When something goes wrong in the delivery of a service, it is called a ______.
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Correct Answer:
Service failure
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Zone of tolerance is the range of service quality experienced that a customer will deem as satisfactory .
Answer
Correct Answer:
True
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Passing of information from person to person by means of oral communication is known as _______ .
Answer
Correct Answer:
Word of mouth
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Service recovery is the organization’s attempt to make _________ for a service failure .
Answer
Correct Answer:
Both a & b
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Service failure is the organization’s failure to deliver the promised service according to its own standards or the guest’s expectations.
Answer
Correct Answer:
True
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The customer’s feeling that company procedures are fair and not a procedural hassle, especially after a complaint or service failure is known as _______ .
Answer
Correct Answer:
Procedural justice
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The customer’s feeling of being treated with respect and courtesy during interactions with the organization is known as _______ .
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Correct Answer:
Interactional justice
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A type of interactional justice that refers to the customer’s feeling of the fairness of the information and communication is known as _______ .
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Correct Answer:
Informational justice
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Evangelists are extremely satisfied, delighted guests who take every available opportunity, and often create opportunities .
Answer
Correct Answer:
True
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The customer’s feeling, after a complaint or service failure, that the outcome was fair is known as _______ .
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Correct Answer:
Distributive justice
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Bad-mouth is the spreading of _______ about an organization by a dissatisfied customer.
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Correct Answer:
Both a & b
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Avenger is a customer who has experienced a service failure who leaves vowing never to return .
Answer
Correct Answer:
True
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