Bruce was driving to work yesterday when he was nearly run off the road by a speeding furniture delivery truck. On the back of the truck was a phone number to call if you believed the driver was not handling the truck safely. Rather than deciding to never buy furniture from this furniture company, Bruce called the company and complained about the truck driver. The person who took his call thanked Bruce for his concern, apologized for the driver and promised to reprimand him. Which service recovery strategy was the furniture store using?

Which of the following themes is NOT a source of customer satisfaction/dissatisfaction in service encounters?

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

Which of the following factors does NOT lead to provider Gap 4 (The communications gap)?

PSE&G is a utility company. One of its service guarantees is to keep all appointments. If PSE&G fails to keep an appointment mutually agreed upon by the customer and the company, PSE&G will credit residential customers’ accounts by $25 and business customers’ accounts by $100. The guarantee only applies to appointments for meter readings, account investigation, gas service, gas appliance repair, and both electric and gas meter work scheduled three days in advance. Which of the following statements about PSE&G’s service guarantee is FALSE?

Which of the following is an example of the people element of an airline company’s services marketing mix?

Roger Simpson is an event planner who specializes in planning family reunions. He typically works with one or two members of the family who provide him with all the family-related information. If a family reunion planner refuses to provide Simpson information about Uncle George and his descendants because he did not like Uncle George, that family member will have contributed to the widening of provider________ by preventing Simpson from doing his job to the best of his ability.

Which of the following statements does NOT contain a reason why consumers lack accurate reference prices for services?

The global impact of Covid-19 affected many service providers. Which of the following was LEAST impacted in a negative way?

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