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WorksheetsTOEFL iBT (Marketing)
Total questions: 6
Worksheet time: 19mins
What is the lecture mainly about?
The most common causes of service failures
Effective strategies for preventing service failures
The importance of having a plan to address service failures
Ways in which different industries respond to service failures
Why does the professor talk about a car rental agency?
To demonstrate the importance of employee training
To introduce the concept of service recovery
To point out that most service failures are within a company’s control
To point out that it is costly to implement a service recovery plan
Why does the student mention his experience at a hotel in Chicago?
To show how complaints about a negative experience can hurt a business
To illustrate a surprising result of a successful service recovery
To give an example of an ineffective service recovery
To stress the importance of preventive maintenance in the hotel industry
What is the professor’s opinion of the service recovery paradox?
It should not be relied on as a way to increase customer loyalty.
It does not produce long-lasting benefits for the service provider.
It is more common in the hotel industry than in other service industries.
It can only be beneficial if the customer is not aware of the original failure.
What point does the professor make when she mentions a fast-food restaurant?
Service failures should be analyzed from the service provider's perspective.
A customer’s reaction to a service failure can vary under different circumstances.
It is important for service managers to identify the source of a service failure.
Some service industries are more vulnerable than others to service failures.
Why does the professor say this:
To review the main points of the lecture
To suggest topics for the students’ next research assignment
To indicate possible reasons why negative word of mouth is damaging to businesses
To specify where research is needed to better understand service recovery
