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Exam 3: Customer Expectations of Service

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Question 31

Multiple Choice

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Denise said all she expected from the day care at the gym she belonged to was to get her children back at the end of an hour and learn the police had not been called because of something they did.She uses this particular gym because the day care will let her unruly children stay even though it provides only the nominal supervision.Denise has _____ expectations about the day care.

A) Desired
B) Acceptable
C) Conventional
D) Minimum tolerable
E) Experience-based

F) A) and B)
G) A) and C)

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Question 32

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To develop a true customer franchise-immutable customer loyalty-companies must not only consistently exceed the adequate service level but also reach the desired service level.

A) True
B) False

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Question 33

Multiple Choice

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During the days following Superstorm Sandy,telephone and Internet service was poor across a wide area because so many people were trying to get in touch with friends and relatives.Customers of these services soon realized that they should not expect the level of service they were accustomed to prior to the storm.These customers were quite forgiving during this time because they recognized that service performance was being affected by:

Which of the following is NOT a source of desired service and predicted service?

Bettie's Boutique recently instituted a new policy for returns that states,"Happy returns.Any item,anywhere,anytime.It's that easy." Bettie's Boutique's return policy is an example of a(n) :

Customers' tolerance zones vary for different service attributes or dimensions.The_______________ the factor,the __________ the zone of tolerance is likely to be.

Last week,Francine bought a 6-month membership package at Planet Fitness.She plans to exercise at Planet Fitness four days a week by participating in an aerobics class,using the nautilus equipment and having a personal trainer.By the time her 6-month membership expires,Francine hopes to lose 20 pounds,tone and strengthen her muscles,improve her cardiovascular fitness and look and feel more attractive.Francine's expectations for her health and physical appearance reflect her _________ level of service for Planet Fitness.

Zoë was looking for a kennel to board her cocker spaniel for 2 weeks while she goes on vacation.There are 2 kennels close to her home.One charges $50 per week and the other charges $125 per week.Zoë chose the higher priced service because her dog is like a member of the family and she wanted it to have the best possible care while she was away.Zoë's service expectation level was determined by a(n) :

A customer's personal service philosophy is an influence on his/her adequate service expectations.

A wildcat strike by garbage collectors in a large metropolitan city during prime tourist season will most likely cause tourists to cut short their visit and have a poor image of the city.The wildcat garbage strike is an example of a(n) :

Because they are viewed as _____________ by customers,natural disasters such as tornadoes or hurricanes may lower service expectations for services such as insurance,telephone,and the Internet.

The weekend cruise cost Jason Riggs $800 dollars.Before leaving on the cruise,Riggs told his neighbor,"With the money this trip is costing me,the food better be good and plentiful." What kind of expectations did Roux have?

Product and service features that are unexpected and surprisingly enjoyable are known as ___________.

One factor that influences adequate service is _____,the level of service that customers believe they are likely to get.

The extent to which customers recognize and are willing to accept variation in service performance is called the ____________:

How a customer defines desired levels of service is more likely to change than how adequate levels of service are defined.

Customers assess service performance on the basis of what they desire and what they deem acceptable.

Tom Grantham,a U.S.citizen,decided to outsource the preparation of his personal income taxes to a company in India.After he emailed his earnings and scanned receipts,his tax return was completed in 2 days at a cost of $50 - about one-third of what a U.S.firm like H&R Block charges.However,he had to file his return as "self-prepared," since it was not prepared by a U.S.accountant.Using a foreign service provider may require customers to reset their:

_____ are personal and nonpersonal statements about a service made by an organization to customers.

Karen owns a cottage on Martha's Vineyard,a popular island destination for tourists from about April to October.When Karen visits the island in March to dine at her favorite pizza restaurant,she expects great service because the tourists are not there.Because she predicts she will receive great service,her _____ than it is during the tourist season.