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Exam 5: Customer Perceptions of Service

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Question 21

Multiple Choice

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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?

A) Courtesy of the lawyer and staff
B) Diplomas on wall
C) How the lawyer dresses
D) The lawyer's use of humor and empathy
E) All of the above

F) A) and D)
G) B) and D)

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Question 22

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A customer's refusal to comply with park regulations when riding a roller coaster in an amusement park will have no effect on his or her level of satisfaction.

A) True
B) False

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Question 23

Multiple Choice

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Which of the following can influence how satisfied a customer is with a service?

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?

What organization is represented by the abbreviation ACSI?

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

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

In services with a high level of credence qualities, e.g., banking, insurance, medical and legal service, which of the following service quality dimensions is most important?

_____ quality refers to how a service is delivered to the customer.

Betty 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. Betty has since learned that this kind of service is commonplace at her bank. She knows the bank focuses on the _____ dimension of service quality.

In Mexico for about $13.50, you can participate in a migrant obstacle course that gives tourist a taste of the sometimes deadly crossings that illegal migrants make daily. Employees of the park do their best to catch the mock migrants. When they are caught, they hands are bound behind their back and they are loaded into trucks. When a captured mock migrant showed signs of having a heart attack, the park employees would be involved in which type of service encounter incident?

On his way home from school, Daoud stopped at Wendy's and placed his order for a grilled chicken combo using the drive-through microphone. Which type of service encounter did Daoud have with Wendy's when he ordered his meal?

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 led the salesperson to conclude that the hotel did not care about his comfort. Therefore, the salesperson decided to never stay at this hotel again. The salesperson's lack of satisfaction with the hotel was due to:

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?

Imagine you are a consultant and you have been asked to give a seminar to bank employees on how they can use the five dimensions of service to improve customers' perceptions about the quality of the bank's service. What ideas would you give them to better customers' perception of each of the bank's service dimensions?

Why would a blood bank, which pays people for their blood donations and then sells this blood to hospitals, use the name Blood Assurance?

Raul took his dog Buffy to dog training school to stop Buffy from barking. As soon as the dog returned home, she started her same pattern of barking. Raul was highly critical of the trainers for not teaching Buffy not to bark even though he had not continued the reinforcement technique he was supposed to use to encourage Buffy's good behavior. Raul customer satisfaction was adversely affected by:

List the five dimensions U.S. customers use to determine service quality.

Even though it was unusual, the retailer wanted the sign painter to do reverse painting on her store windows. (Paint the glass and leave the letters clear.) The retailer felt that this would make her store stand out as a unique place to shop. She had to talk to four sign painters before she found one that was agreeable to her plan. Which service dimension were the first three sign painters lacking?

Which of the following statements about customer satisfaction and service quality is true?