WedSafe is the name of one of several companies that provide wedding insurance. For example, in the event that a wedding is called off, the couple can insure themselves against loss of their nonrefundable deposits. If WedSafe’s primary marketing effort is satisfying its customers, the company is in which stage of the customer relationship evolution? 

Step-by-Step day care center offers parents several other services not normally offered by day by day care centers. A caterer is present every morning when the children are dropped off to take orders for supper. When the parents pick up their children in the evening, their supper is ready for them to take home, too. A hair stylist comes to the center once a week and cuts the hair of any child whose parents request this service. A photographer comes to the center every three months to take updated pictures of children whose parents don’t have the time to take their children to the photography studio. In this way, Step-by-Step is using _____ to support its customer retention strategy. 

An important influence in desired service expectations is ____________, the customer’s underlying generic attitude about the meaning of service and the proper conduct of service providers. 

As the number of perceived service alternatives increases, the level of adequate service _____ and the zone of tolerance _____. 

The owner of a small but growing business, Terry Franklin was becoming overwhelmed with requests from his outside customer service representatives for decisions about solutions to customer problems. Noting the mountain of his own work that was piling up, he instituted a policy change and informed the representatives. “Keep the customers happy,” he said. “If it’s a problem that takes less than $100.00 to fix, there’s no need to call me. Use your judgment and go ahead and fix it.” Terry Franklin is using empowerment to narrow provider __________ of the gaps model of service quality.  

Service companies can close provider gap 4 by doing all of the following EXCEPT: 

Enterprise Rent-A-Car closely ties customer service to employee success. With a tracking system called the Enterprise Service Quality Index (ESQi), the company routinely follows up with customers by phone to determine their level of satisfaction with the company. Only completely satisfied customers count toward an employee ESQi score, which is used to measure employee’s potential for promotion. Enterprise closes provider _____ by using marketing research. 

Every month the pest exterminator does a monthly spraying at Jean Poole’s house. Every month Jean gripes that she is being ripped off by the exterminating company and that she’s going to find a new one. But she never does change service providers due to: 

If customers believe they have multiple service providers to choose from for a particular service, or if they can provide the service for themselves, their levels of adequate service are _________ those of customers who believe it is not possible to get better service elsewhere. 

When Theo complained out loud that the hotel restaurant did not serve breakfast late enough in the morning, a hotel worker overheard him and went to the kitchen. When the hotel worker returned, he presented Theo with a plate of sweet rolls, a cup of coffee and the hotel’s apology for having to close down the breakfast service early. Which service recovery strategy is being used in this example?