SERVICES MARKETING 6TH EDITION BY
ZEITHAML EXAM SCRIPT 2026 TEST PAPER
QUESTIONS AND SOLUTIONS SET
⩥________ refers to the actions taken by an organization in response to
a service failure. Answer: Service recovery
⩥Which of the following statements about service failure and service
recovery is true? Answer: Resolving customer problems effectively has a
strong impact on customer satisfaction and loyalty
⩥A florist had promised to have the bridal flowers delivered to the
wedding rehearsal dinner by 6 p.m. Because of vehicle problems, the
flowers did not arrive until the meal was nearly over and the bride and
her mother were very upset. To show how sorry he was for the poor
service, the florist put extra flowers in the bridal bouquet and gave each
mother and grandmother a free orchid corsage. The bride and her mother
were extremely pleased with the extra flowers and have recommended
the florist to a number of their friends. The florist is wondering if he
shouldn't deliberately underdeliver other jobs, compensate the consumer
with some upgrade and benefit from even more positive feedback. The
florist is responding to the: Answer: Service recovery paradox
⩥The _______ suggests an initially disappointed customer who has
experienced good service recovery might be even more satisfied and
loyal as a result. Answer: Service recovery paradox
, ⩥A consumer is more likely to complain when the: Answer: Flowers he
ordered for his wife's birthday are not delivered
⩥A consumer is more likely to complain when: Answer: The level of
ego involvement in the purchase is high
⩥People who complain can be categorized as: Answer: Voicers, irates,
activists and passives
⩥A person who is a(n) _____ is a type of complainer who is unlikely to
say anything to the service provider. This type of complainer often
doubts the effectiveness of complaining because of a belief that the
consequences will not merit the time and effort they will expend
complaining. Answer: Passive
⩥The carpenter came to install the new flooring in the Stephenson's
kitchen two weeks ago. Once he had removed the old flooring, he
announced he needed to go get a sander to smooth out the subflooring.
He has not been back. A person who is a passive type when it comes to
complaining would react to this by: Answer: Taking no action
whatsoever
⩥The carpenter came to install the new flooring in the Barry kitchen two
weeks ago. Once he had removed the old flooring, he announced he
needed to go get a sander to smooth out the subflooring. He has not been
ZEITHAML EXAM SCRIPT 2026 TEST PAPER
QUESTIONS AND SOLUTIONS SET
⩥________ refers to the actions taken by an organization in response to
a service failure. Answer: Service recovery
⩥Which of the following statements about service failure and service
recovery is true? Answer: Resolving customer problems effectively has a
strong impact on customer satisfaction and loyalty
⩥A florist had promised to have the bridal flowers delivered to the
wedding rehearsal dinner by 6 p.m. Because of vehicle problems, the
flowers did not arrive until the meal was nearly over and the bride and
her mother were very upset. To show how sorry he was for the poor
service, the florist put extra flowers in the bridal bouquet and gave each
mother and grandmother a free orchid corsage. The bride and her mother
were extremely pleased with the extra flowers and have recommended
the florist to a number of their friends. The florist is wondering if he
shouldn't deliberately underdeliver other jobs, compensate the consumer
with some upgrade and benefit from even more positive feedback. The
florist is responding to the: Answer: Service recovery paradox
⩥The _______ suggests an initially disappointed customer who has
experienced good service recovery might be even more satisfied and
loyal as a result. Answer: Service recovery paradox
, ⩥A consumer is more likely to complain when the: Answer: Flowers he
ordered for his wife's birthday are not delivered
⩥A consumer is more likely to complain when: Answer: The level of
ego involvement in the purchase is high
⩥People who complain can be categorized as: Answer: Voicers, irates,
activists and passives
⩥A person who is a(n) _____ is a type of complainer who is unlikely to
say anything to the service provider. This type of complainer often
doubts the effectiveness of complaining because of a belief that the
consequences will not merit the time and effort they will expend
complaining. Answer: Passive
⩥The carpenter came to install the new flooring in the Stephenson's
kitchen two weeks ago. Once he had removed the old flooring, he
announced he needed to go get a sander to smooth out the subflooring.
He has not been back. A person who is a passive type when it comes to
complaining would react to this by: Answer: Taking no action
whatsoever
⩥The carpenter came to install the new flooring in the Barry kitchen two
weeks ago. Once he had removed the old flooring, he announced he
needed to go get a sander to smooth out the subflooring. He has not been
