SERVICES MARKETING 6TH EDITION BY
ZEITHAML EXAMINATION TEST 2026 FULL
CHAPTER SOLUTIONS WITH ANSWERS
⩥Which of the following is NOT one of the reasons that fueled the
growth of the 1970s consumerism movement? - Surplus Labor
⩥Which of the following statements regarding customer satisfaction is
CORRECT? - Complainers are more likely to do business with you
again than non complainers
⩥Which of the following statements regarding customer satisfaction is
INCORRECT? - The average business hears from more than 10% of its
unhappy customers.
⩥The most popular definition of customer satisfaction/dissatisfaction is
based on: - The expectancy disconfirmation model
⩥Positive disconfirmation of consumer expectations occurs when -
Expectations are less than perceptions
⩥Customers are most dissatisfied when a —- occurs. - Negative
disconfirmation
, ⩥All of the following are benefits of customer satisfaction EXCEPT: -
None of these are exceptions
⩥Of the following customer satisfaction measurement methods, which is
the LEAST effective in producing meaningful results - The "Scale of
100" approach
⩥Of the following customer satisfaction measurement methods, which is
the MOST effective in producing meaningful results? - The combined
approach
⩥In general, the distribution of most companies customer satisfaction
rating is - Negatively skewed
⩥All of the following are indirect measures of customer satisfaction
EXCEPT - The "Scale of 100" approach
⩥Which of the following tactics would yield higher customer
satisfaction scores? - Asking general questions prior to specific questions
⩥Under which of the following scenarios is it more likely that a firm
would invest the resources necessary to increase its satisfaction ratings
from 95% to 98%? - Competing firms have 96% and 97% satisfaction
ratings
ZEITHAML EXAMINATION TEST 2026 FULL
CHAPTER SOLUTIONS WITH ANSWERS
⩥Which of the following is NOT one of the reasons that fueled the
growth of the 1970s consumerism movement? - Surplus Labor
⩥Which of the following statements regarding customer satisfaction is
CORRECT? - Complainers are more likely to do business with you
again than non complainers
⩥Which of the following statements regarding customer satisfaction is
INCORRECT? - The average business hears from more than 10% of its
unhappy customers.
⩥The most popular definition of customer satisfaction/dissatisfaction is
based on: - The expectancy disconfirmation model
⩥Positive disconfirmation of consumer expectations occurs when -
Expectations are less than perceptions
⩥Customers are most dissatisfied when a —- occurs. - Negative
disconfirmation
, ⩥All of the following are benefits of customer satisfaction EXCEPT: -
None of these are exceptions
⩥Of the following customer satisfaction measurement methods, which is
the LEAST effective in producing meaningful results - The "Scale of
100" approach
⩥Of the following customer satisfaction measurement methods, which is
the MOST effective in producing meaningful results? - The combined
approach
⩥In general, the distribution of most companies customer satisfaction
rating is - Negatively skewed
⩥All of the following are indirect measures of customer satisfaction
EXCEPT - The "Scale of 100" approach
⩥Which of the following tactics would yield higher customer
satisfaction scores? - Asking general questions prior to specific questions
⩥Under which of the following scenarios is it more likely that a firm
would invest the resources necessary to increase its satisfaction ratings
from 95% to 98%? - Competing firms have 96% and 97% satisfaction
ratings
