1. When the customer gets what they expect after they complain, this is an example of:
A. operational fairness.
B. outcome fairness.
C. interactional fairness.
D. procedural fairness.
2. In the gap analysis, the “walk the talk” gap often occurs when:
A. the actual service delivery doesn't meet the promise that was made to the marketplace.
B. the expectations of service quality and management perceptions of those expectation don't meet.
C. management perceptions of customer expectations and service quality specifications don't line up.
D. management perceptions of customer expectations and service quality specifications don't meet.
3. Effective recovery has been found to enhance:
A. customer interest.
B. customer engagement.
C. Trust.
D. profitability.
4. Off-label uses of pharmaceutical products are an example of:
A. a high learning product.
B. a shopping product.
C. market stretching.
D. a repositioning strategy.
5. In a service blueprint, an organization:
A. flow-charts every step in the delivery of the service.
B. audits the organization relative to its customers' use of its services.
C. determines how to deliver its services most efficiently.
D. audits each market segment relative to its lifetime value.