SBM Exam Review #3

All of the following are jaycustomers EXCEPT ___________.

• The Cheat

• The Rule Breaker

• The Belligerent

• The Hooligan

Which of the following is NOT one of the guidelines provided for the Frontline on how to handle customer complaints?

• Consider compensation

• Keep the customer informed of progress

• Explain the problem from the service firm’s point of view

• Act fast

__________ involves the employees of the firm who provide the service recovery, and their behavior toward the customer.

• Procedural justice

• Legal justice

• Interactional justice

• Outcome justice

Which of the following is NOT one of the reasons why customers complain among those listed in the book?

• Better understanding of the failure

• Vent their anger

• Obtain restitution or compensation

• For altruistic reasons

Which of the following is NOT an example of common CRM applications?

• Data collection

• Data analysis

• Market reinvestment

• Sales force automation

The wheel of loyalty is composed of which of the following three main components?

• Create loyalty bonds, deliver quality service, segment the market

• Create loyalty bonds, build higher level bonds, deliver quality service

• Build a foundation for loyalty, create bundling, build higher level bonds

• Build a foundation for loyalty, create loyalty bonds, reduce churn drivers

If a Nordstrom sales associate replaces shirts at no cost to the client, it is an example of __________.

• centralized decision-making

• service theft

• employee empowerment

• rule setting

Which of the following are companies that engage in a “Cycle of Success” more likely to have?

• Happier employees.

• More loyal customers.

• Higher profit margins.

• All of the above.

Outcomes of the “Cycle of Failure” for firms include __________ and __________.

Which of the given is NOT a guideline for parking designs?

• Friendly warnings

• Safety lights

• Maternity parking

• Using scents