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Exam 4: Customer Perceptions of Service

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Question 31

True/False

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Service marketing researchers all agree that the terms satisfaction and quality are interchangeable.

A) True
B) False

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Question 32

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Which of the following industries would be ranked highest by the American Customer Satisfaction Index (ACSI) ?

A) Internet retailers
B) Electronics
C) Hotels
D) Supermarkets
E) Internet social media

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

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Question 33

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A man who became intoxicated on a flight started speaking loudly,annoying the other passengers.The flight attendant asked the passenger if he would be driving when the plane landed and offered him coffee.He accepted the coffee and became quieter and friendlier.This is an example of which type of service encounter incident?

What does the text state as another appropriate name for a service encounter?

The most important determinant of perceptions of service quality among U.S.customers is reliability.

What type of service encounter occurs when Raphael uses his computer to order and pay for concert tickets?

In ___________ encounters,the tangible evidence of the service and the quality of the technical processes and systems are the primary bases for judging quality.

Phone encounters are a type of ___________ in which tone of voice,employee knowledge and effectiveness of handling customer issues are important criteria for judging quality.

A company that wants to excel at responsiveness should view service delivery and the handling of requests from the company's point of view.

A service encounter that occurs without any direct human contact is a(n) _____ encounter.

Discuss the following statement: "The terms satisfaction and quality can be used interchangeably".

Attributions influence perceptions of satisfaction with services.

Customers often cannot accurately evaluate the technical qualities of legal work like that provided when a homeowner refinances his or her property.Which of the following cues would the homeowner be likely to use to evaluate the legal services?

Henri,Brad and Wesley are all studying to be dog groomers at a local Petsmart training academy.Henri and Brad believe they received inadequate training because they could not get a job when the course concluded.Wesley thinks the academy was a great experience and really enjoys grooming the pets at Pet Heaven Kennels.In this example,satisfaction levels were influenced by:

Anika belongs to an Internet library,which lets her trade books she no longer wants for like-valued items she does want.Most members follow the rules of the Web site,but a few unscrupulous members do not mail requested books because they are more interested in acquiring books than sharing them with others.Anika has the potential to experience problems with which e-service quality dimension as she trades books?

The letters ACSI are an acronym for the Association of Customer Service Institute,which measures customers' perceptions of service quality around the world.

Which of the following are determinants of service quality in a face-to-face service encounter?

When customers have been surprised by a service outcome that is much better or worse than expected,they tend to look for reasons and their assessments of the reasons can influence their satisfaction.These perceived causes of service success or failure are known as:

A hotel porter overhears a guest crying because she left a pair of newly purchased shoes at the counter of a retail store some blocks away.The porter volunteers to pick up and deliver the guest's new shoes in time for her to wear them to the banquet at 7 p.m.The porter is trying to make the service encounter memorable.This type of action is in response to what service theme?

When consumers have problems with a Web site,they use _____ dimensions to evaluate e-service quality.