Fixing Service Failures Test Bank Docx Chapter 13 - Hospitality Organizations 2e Test Bank by Robert C. Ford. DOCX document preview.
CHAPTER 13: Fixing Service Failures
Testbank
True/False
1. Most of the time when service failures occur, the people part of the delivery system has succeeded, but other aspects were unsatisfactory.
Learning Objective: LO 13.2 Describe how organizations should respond when the experience fails to meet guest expectations.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Types of Service Failures
Difficulty Level: Easy
2. Hospitality organizations should not admit liability for unfortunate, unavoidable occurrences that are not its fault, but they should do everything in their power to rectify such situations.
Learning Objective: LO 13.1 Explain how guests respond when the guest experience fails to meet their expectations.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Customer Failure
Difficulty Level: Medium
3. The main reason for empowering servers to provide on-the-spot service recovery is to keep dissatisfied customers from leaving that way.
Learning Objective: LO 13.3 Explain how organizations prepare their employees to find and fix failures.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Never Return; Complaints
Difficulty Level: Easy
4. An evangelist is created by exceeding expectations.
Learning Objective: LO 13.9 Match the recovery strategy to the failure.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Service Recovery: Ow! to Wow!
Difficulty Level: Easy
5. No matter how the recovery is handled, the original failure is always more important to the company.
Learning Objective: LO 13.5 Express why the recovery method for handling a service failure is so important.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: How the Recovery Is Handled
Difficulty Level: Easy
6. In excellent organizations, servers solicit complaints about their own performance.
Learning Objective: LO 13.5 Express why the recovery method for handling a service failure is so important.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Encouraging Complaints
Difficulty Level: Easy
7. A guest’s body language can indicate a service failure.
Learning Objective: LO 13.5 Express why the recovery method for handling a service failure is so important.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Body Language as a Complaint)
Difficulty Level: Easy
8. The best way to ensure that someone acts, and acts quickly, following a failure is to empower the front line.
Learning Objective: LO 13.6 State why fixing service failures quickly and fairly—on the spot, if possible—is so important.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Do Something Quickly
Difficulty Level: Easy
9. If a server recovers successfully from a system failure, the manager should be informed, even if the guest’s problem was resolved.
Learning Objective: LO 13.6 State why fixing service failures quickly and fairly—on the spot, if possible—is so important.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Do Something Quickly
Difficulty Level: Easy
10. If the cost of failure to the guest is high, fixing the problem quickly is especially important.
Learning Objective: LO 13.6 State why fixing service failures quickly and fairly—on the spot, if possible—is so important.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Do Something Quickly
Difficulty Level: Easy
11. Satisfaction with service recovery efforts decreases as the amount of time it takes to provide a resolution increases.
Learning Objective: LO 13.6 State why fixing service failures quickly and fairly—on the spot, if possible—is so important.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Do Something Quickly
Difficulty Level: Medium
12. What matters to guests is to receive a fair settlement for a service failure, even if the organization makes the settlement reluctantly.
Learning Objective: LO 13.8 Describe how guests evaluate the hospitality organization’s recovery efforts.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Interactional Justice
Difficulty Level: Easy
13. Interactional justice seems to be the most influential.
Learning Objective: LO 13.8 Describe how guests evaluate the hospitality organization’s recovery efforts.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: How the Recovery Is Managed
Difficulty Level: Easy
14. Research shows that more than half of organizational efforts to respond to consumer complaints make things better.
Learning Objective: LO 13.8 Describe how guests evaluate the hospitality organization’s recovery efforts.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: No Better Makes It Worse
Difficulty Level: Easy
15. A guest failure is a great opportunity for the organization.
Learning Objective: LO 13.9 Match the recovery strategy to the failure.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Matching the Recovery Strategy to the Failure
Difficulty Level: Easy
16. If a restaurant serves a meal that the guest finds unsatisfactory, replacing the meal is a good recovery strategy.
Learning Objective: LO 13.8 Describe how guests evaluate the hospitality organization’s recovery efforts.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Making It Right Is Not Enough
Difficulty Level: Medium
17. A service failure is a great opportunity for the organization.
Learning Objective: LO 13.9 Match the recovery strategy to the failure.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Service Recovery: Ow! to Wow!
Difficulty Level: Easy
18. Putting money and effort into service recovery is good public relations, even if it is not good business.
Learning Objective: LO 13.9 Match the recovery strategy to the failure.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Service Recovery: Ow! to Wow!
Difficulty Level: Medium
19. The best failure is one that is discovered before it happens.
Learning Objective: LO 13.2 Describe how organizations should respond when the experience fails to meet guest expectations.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Where Failure Happens
Difficulty Level: Easy
20. The zone of tolerance is the allowable minor service failures that still result in a guest’s experience being a positive one.
Learning Objective: LO 13.2 Describe how organizations should respond when the experience fails to meet guest expectations.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Severity of Failure and Recovery
Difficulty Level: Easy
21. Fixing a service failure before the guest leaves is the best way to diminish the negative impact and prevent the loss of the customer forever.
Learning Objective: LO 13.3 Explain how organizations prepare their employees to find and fix failures.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Never Return
Difficulty Level: Easy
22. Organizations should not encourage complaints, but once they receive them treat them as opportunities to improve service.
Learning Objective: LO 13.3 Explain how organizations prepare their employees to find and fix failures.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Complain
Difficulty Level: Medium
23. The unhappier a customer is about a specific experience, the less likely they are to tell other people and more likely they are to complain to the organization directly to obtain a comp or resolution.
Learning Objective: LO 13.4 Explain why positive word of mouth is so valuable and bad word of mouth so harmful.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Bad-Mouth the Organization
Difficulty Level: Medium
24. The “wow” word of mouth can be just as valuable or even more valuable than negative word of mouth because it can be used as testimonials on the company’s website.
Learning Objective: LO 13.3 Explain how organizations prepare their employees to find and fix failures.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: The Value of Positive Publicity: Bad Mouth Versus Wow
Difficulty Level: Easy
25. Service failures can be turned into service wows due to a positive service recovery and eventually those guests could be turned into evangelists.
Learning Objective: LO 13.3 Explain how organizations prepare their employees to find and fix failures.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Evangelists
Difficulty Level: Easy
26. Yellow and black flags is a system designed for airlines to notice possible service failures and to assign them yellow for caution, possible failure, and black for eminent failure.
Learning Objective: LO 13.5 Express why the recovery method for handling a service failure is so important.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: The Yellow and Black Tags
Difficulty Level: Easy
27. Employees should be encouraged and even rewarded for soliciting and reporting service failures even if they are their own failure.
Learning Objective: LO 13.5 Express why the recovery method for handling a service failure is so important.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Encouraging Complaints
Difficulty Level: Easy
28. Body language often serves as a method to detect guest satisfaction with a service experience. If the employee can read the dissatisfaction, they can put into place a service recovery plan before the guest finishes the experience and leaves unhappy.
Learning Objective: LO 13.5 Express why the recovery method for handling a service failure is so important.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Body Language as a Complaint
Difficulty Level: Easy
29. The complaint process should be complex and possibly a little difficult to use because there are different types of justice people seek and even more types of service failures that could occur, and each is perceived differently by guests.
Learning Objective: LO 13.8 Describe how guests evaluate the hospitality organization’s recovery efforts.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: How the Recovery is Managed
Difficulty Level: Hard
30. When guests make mistakes themselves like trip over their own feet and fall, it is best to make light of the incident and have a good laugh with them to diffuse the situation.
Learning Objective: LO 13.8 Describe how guests evaluate the hospitality organization’s recovery efforts.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Being Wrong with Dignity
Difficulty Level: Easy
31. Simply put, service failures are an opportunity for the organization to improve.
Learning Objective: LO 13.9 Match the recovery strategy to the failure.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Matching the Recovery Strategy to the Failure
Difficulty Level: Easy
Multiple Choice
32. What are the three most common critical incidents during service encounters, which cause customers to switch to other services?
- failures in the service itself, negative employee actions, and unsatisfactory employee response to service failures
- failures in the product, disappointment with the product, and lack of care
- lack of focus on the end goal, lack of employee attentiveness, and disinterest in the product
- failures in the response to service failure, lack of understanding the organizational goals, and failures in the product
Learning Objective: LO 13.2 Describe how organizations should respond when the experience fails to meet guest expectations.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Types of Service Failures
Difficulty Level: Medium
33. Unhappy customers are ______ as likely to spread negative word of mouth as happy ones are to spread positive word of mouth.
- just
- twice
- three times
- four times
Learning Objective: LO 13.4 Explain why positive word of mouth is so valuable and bad word of mouth so harmful.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: The Price of Failure
Difficulty Level: Easy
34. The percentage of dissatisfied customers who complain is estimated to be about
a. 5–10 percent
b. 10–25 percent
c. 25–50 percent
d. over 50 percent
Learning Objective: LO 13.3 Explain how organizations prepare their employees to find and fix failures.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Complain
Difficulty Level: Medium
35. Research suggests that most of the guests who complain
a. are satisfied with the organization’s efforts to resolve the complaint
b. eventually become evangelists on behalf of the organization
c. complain again if the problem is not fixed
d. are dissatisfied with the organization’s efforts to resolve the complaint
Learning Objective: LO 13.3 Explain how organizations prepare their employees to find and fix failures.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Complain
Difficulty Level: Medium
36. An unhappy customer can do any one or a combination of which four things?
- harass, worry, harm the organization, and bother employees
- hurt, bother, hate, and complain
- leave never to return, complaint, retaliate, and bad-mouth the organization
- complain, retaliate, harm the organization, compliment
Learning Objective: LO 13.4 Explain why positive word of mouth is so valuable and bad word of mouth so harmful.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: The Customer’s Response to Service Failure
Difficulty Level: Medium
37. If a guest complaint is resolved on the spot, the probability of getting future business from that guest is said to be about
a. 10 percent
b. 30 percent
c. 67 percent
d. 95 percent
Learning Objective: LO 13.3 Explain how organizations prepare their employees to find and fix failures.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Complain
Difficulty Level: Easy
38. The company’s worst-case scenario is called a/an
- avenger
- evangelist
- complainer
- fighter
Learning Objective: LO 13.3 Explain how organizations prepare their employees to find and fix failures.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Worst-Case Scenario
Difficulty Level: Easy
39. A dissatisfied guest can do any of the following. From the organization’s perspective, which is WORSE?
a. leave never to return
b. complain
c. spread negative word of mouth
d. suffer in silence
Learning Objective: LO 13.3 Explain how organizations prepare their employees to find and fix failures.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Complain
Difficulty Level: Medium
40. How the recovery is handled
a. is more important to the guest than the original failure
b. is just as important to the guest as the original failure
c. is not as important as the original failure
d. is unrelated to the original failure
Learning Objective: LO 13.5 Express why the recovery method for handling a service failure is so important.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: How the Recovery Is Handled
Difficulty Level: Medium
41. A dissatisfied guest can do any of the following. From the organization’s perspective, which is BEST?
a. leave never to return
b. complain
c. spread negative word of mouth
d. suffer in silence
Learning Objective: LO 13.5 Express why the recovery method for handling a service failure is so important.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Complain
Difficulty Level: Medium
42. Which of the following are the four dimensions of justice?
- judicial, economic, coordinated, and focused
- procedural, interactional, distributive, and informational
- economic, personal, interactive, and informational
- procedural, economic, determinative, and service
Learning Objective: LO 13.8 Describe how guests evaluate the hospitality organization’s recovery efforts.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: How Do Customers Evaluate Recovery Efforts?
Difficulty Level: Easy
43. Interactional justice refers to
- whether or not the customer believes company procedures for handling service failures are fair
- an assessment by the customer of the fairness associated with whatever compensation he or she received to rectify a service failure
- the customer’s feeling of being treated with respect and courtesy and given the opportunity to express the complaint fully
- the guest’s satisfaction with the adequacy of the information and communication provided by the organization
Learning Objective: LO 13.8 Describe how guests evaluate the hospitality organization’s recovery efforts.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Interactional Justice
Difficulty Level: Medium
44. When something goes wrong in the delivery of a service, it is called a ______.
- service incident
- service mistake
- service failure
- delivery failure
Learning Objective: LO 13.1 Explain how guests respond when the guest experience fails to meet their expectations.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Introduction
Difficulty Level: Easy
45. Unhappy customers are ______ as likely to pass on negative comments than happy customers are to pass on positive comments.
- just
- twice
- three times
- five times
Learning Objective: LO 13.4 Explain why positive word of mouth is so valuable and bad word of mouth so harmful.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: The Price of Failure
Difficulty Level: Easy
46. Alberto’s New York Sirloin, ordered medium, was brought out overcooked. Unfortunately, this meant he would have to wait for another steak to be cooked and they had tickets to a play. The staff promised they could get the steak out quickly, but when the new steak came out it was extremely rare. The service recovery plan was to simply not charge Alberto for his meal that he never ate. However, they still charged him for his 2 cocktails. This type of justice is
- equitable
- distributive
- procedural
- interactional
Learning Objective: LO 13.8 Describe how guests evaluate the hospitality organization’s recovery efforts.
Cognitive Domain: Analysis
AACSB: Group and individual behaviors
Answer Location: How do Customers Evaluate Recovery Efforts?
Difficulty Level: Medium
47. Chelsea was at the front desk of the Royal Palms Hotel, where she was asked at the end of her stay if her experience was enjoyable. She then complained about the bathroom not being quite up to standard as she walked in. However, when she complained the agent just dismissed her complaint and said, I’m sorry, we will look into that. This is an example of a poor response using ______ justice.
- equitable
- distributive
- procedural
- interactional
Learning Objective: LO 13.8 Describe how guests evaluate the hospitality organization’s recovery efforts.
Cognitive Domain: Analysis
AACSB: Group and individual behaviors
Answer Location: How do Customers Evaluate Recovery Efforts?
Difficulty Level: Medium
48. Elizabeth is at an amusement park with her eight grandchildren ages 1 1/2 to 13. She rented a specific cabana by their favorite water park ride and the locker rooms for ease of access to the changing station. Unfortunately, an employee rented out that cabana to another guest who showed up that day. The only other cabana was away from the locker rooms, but offered more shade. Elizabeth was not happy. Later that day, as the children were eating lunch in the cabana a squirrel aggravated a bee’s nest right next to the cabana, and Elizabeth and all her grandchildren were stung multiple times. Which of the following would be an equitable recovery strategy for this service failure?
- no charge for the cabana, and free lunch
- no charge for the cabana, free dinner, free snack
- no charge for anything else that day, free tickets for another day
- no charge and a refund for that day, no cabana charge that day, free ice cream for the kids on the way out, free VIP tickets with fast passes for another day at the park, free cabana rental, 5 free games per child and passes to see the characters, and more
Learning Objective: LO 13.9 Match the recovery strategy to the failure.
Cognitive Domain: Analysis
AACSB: Group and individual behaviors
Answer Location: Matching the Recovery Strategy to the Failure
Difficulty Level: Medium