Chapter 12 Flashcards
After Janine returned home from a vacation in California, she noticed that her new luggage had a five-inch tear in it. Rather than assuming that the damaged luggage was a cost of flying and there was nothing to be done about it, she called the airline’s customer service center. The person answering the phone at the center mailed her the instructions for getting her suitcase repaired at the airline’s expense. Janine was pleased with the repair when the suitcase was shipped home about a month later. In this scenario, Janine played the role of
contributor to quality and satisfaction
Hyatt Hotels has installed automated check-in machines at some of its hotels. To check in and get a room key, guests insert a credit card into the machine. A guest using Hyatt Hotel’s automated check-in machine is playing the role of a
Productive resource
Each year representatives of college activities boards throughout the United States gather at regional National Association of College Activities (NACA) conventions to listen, talk to and hire acts for the upcoming school year. Auburn Moon, a talent agency from Philadelphia, is one of the vendors at the NACA conventions. The owner of this agency offers attendees at the conventions a free download of two or three songs by each of the acts she represents. Students can listen to the songs at their leisure and share the music with other decision makers on campus. With the free downloads, Auburn Moon is XXXXXX about it’s entertainers
educating its customers
Discover Card has an automated inquiry system that enables card members to obtain their current balance, available credit and payment information via telephone without speaking to an account representative. With its automated inquiry system, Discover Card is enhancing customer participation in the service process by:
Defining customers’ roles
Hyatt Hotels has installed automated check-in machines at some of its hotels. To check in and
get a room key, guests insert a credit card into the machine. Hyatt is experimenting with the use of
Self-service technologies
A sign at the entrance to the children’s hospital contained the hospital’s mission statement and
explained its vision. This sign provided patients and their families with ________ orientation.
Function
Joyce and Amber are both new mothers who are concerned about child-proofing their homes to keep their babies safe. Joyce called Baby Safe, an agency that will send an expert in childcare to her home to conduct an individualized survey of the home and advise on dangerous situations. Amber went on the Internet and found a Web site that told her exactly what she should do to make her house safe. Which of the service delivery roles did Amber perform?
Competitor
When Alicia went to talk to a cleaning service about having the carpets in her apartment
shampooed, she was told that if she would rent the service’s equipment and do it herself, it would cost her 50 percent less and be done much sooner because the service’s personnel were booked solid for the next two weeks. The cleaning service is:
rewarding customers
The Chatham Landing apartment complex offers tenants $200 off one month’s rent for each new tenant referral. By rewarding tenants for making a tenant referral, Chatham Landing is encouraging tenants to perform which of the following customer jobs?
Promoting the company
Whether a household or a firm chooses to produce a particular service for itself or contract
externally for the service depends upon all of the following EXCEPT:
Empathy
Landis was pleasantly surprised to find a “No Smoking” sign at his favorite pub. He had to limit his visits because he is allergic to cigarette smoke. Now he can visit as often and for as long as he likes. Landis was afraid the sign might hurt the pub’s business, but he was pleased to discover how many of the pub’s regulars felt the same way he did. The “No Smoking” sign served to:
enhance customer comptbility
