Lecture 3 (2)

Question 1

First time and recovery service expectations

Answer 1

First time service: outcome has high expectations, process has medium

Recovery service outcome has very high expectations with less room for error and process has high expectations with some margin for error

Question 2

Factors that influence desired service

Answer 2

Enduring service intensifiers

personal needs

Question 3

Factors that influence adequate service

Answer 3

Transitory service intensifiers

Perceived service alternatives

Self-perceived service role

Situational factors

Question 4

Factors that influence desired and predicted service

Answer 4

Explicit service promises

Implicit service promises

WOrd of mouth

Past experience

Question 5

predicted serviec is

Answer 5

Adequate service

Question 6

satisfaction

Answer 6

Is the consumers fulfillment response. It is a judgment that a product or service feature, or the service or product itself, provides a pleasurable level of consumption related fulfillment

A subjective feeling that depicts the degree to which a consumers expectations concerning a particular puchase encounter are met

Question 7

Cognitive antecedents

Answer 7

Expectation

Perception of servi e quality

Disconfirmation

Price

Question 8

Affective anntecedents
Emotions

Answer 8

Are a mental state of readiness that arises from cognitive appraisals of events or thoughts

Emotions have a larger effect with a negative disconfirmation than with a positive disconfirmation of the same size

Question 9

Affective antecedents
Image

Answer 9

Perceptions of an organization reflected in the associations held in the consumers memory

Question 10

Sources of (dis-)satisfaction in service encounters

Recovery

Answer 10

Employee response to service delivery system failure

Question 11

Sources of (dis-)satisfaction in service encounters

adaptability

Answer 11

Employee response to customer needs and requests

Question 12

Sources of (dis-)satisfaction in service encounters

coping

Answer 12

Employee resonse to problem customers

Question 13

Sources of (dis-)satisfaction in service encounters

Spontaneity

Answer 13

Unprompted and unsolicited employee actions and attitudes

Question 14

Sources of (dis-)satisfaction in service encounters

Answer 14

recovery

Adaptability

Coping

Spontaneity

Question 15

Recovery do’s

Answer 15

Acknowledge problem

Explain causes

Apologize

Compensate/upgrade

Lay out options

Take responsibility

Question 16

Recovery don’ts

Answer 16

Ignore customer

Blame customer

leave customer to fend for him/herself

Downgrade

Act as if nothing is wrong

Question 17

Adaptability Do’s

Answer 17

Recognize the seriousness of the need

Acknowledge

Anticipate

Attempt to accommodate

Explain rules/policies

Take responsibility

Exert effort toAccomodate

Question 18

Adaptability Donts

Answer 18

Promise then fail to follow through

Ignore

Show unwillingness to try

Embarrass the customer

laugh at customer

Avoid responsibility

Question 19

Spontaneity Do’s

Answer 19

Take time

Be attentive

Anticipate needs

Listen

Provide information (even if not asked)

treat customers fairly

show empathy

Question 20

Spontaneity Donts

Answer 20

Exhibit impatience

Ignore

Yell/laugh/swear

Steal from or cheat a customer

Discriminate

Treat impersonally

Question 21

coping Do’s

Answer 21

List

Try to accommodate

Explain

Let go of the customer

Question 22

Coping Donts

Answer 22

Take customers dissatisfaction personally

Let customers dissatisfaction affect others