MRKT 426 Exam 2(A+ Guaranteed)

The actions taken by a company in response to a service failure. correct answers Service Recovery A consumer who is more likely to engage in negative word-of-mouth than any other type of consumer. correct answers Irate complainer The _______ suggests an initially disappointed customer who has experienced good service recovery might be even more satisfied and loyal as a result. correct answers Service Recovery Paradox _____ refers to equality of what is received, _____ refers to equality of how this is determined, and ____ refers to how one was treated. correct answers Outcome fairness, procedural fairness, interactional fairness How does the empowerment of employees make service recovery strategies easier to implement? correct answers -Able to respond quicker -Better able to provide reimbursement/compensation A picture or map that portrays the customer experience and service system. correct answers Service Blueprint Service growth strategy focused on offering existing services to current customers. correct answers Share building New services for markets as yet undefined. correct answers Major/radical innovations Broadly, what are the two overarching steps in the Service Innovation and Development Process. correct answers Front-end planning & implementation The Cirque du Soleil fused elements of theater with traditional circus skills to create a whole new form of entertainment. In service innovation language, this is an example of a: correct answers New service for the currently served market: service development Most important service deliverable to customers are correct answers Customer Priorities Ensuring customer satisfaction is this type of standar correct answers Soft standard Delivery at the time requested is an example of this type of standard correct answers Hard Standard How can a company standardize an offering when their strategy is maximum customization? correct answers Break it down into smallest possible components and standardize the components