Service recovery encompasses the procedures, policies, and processes a firm uses to resolve customer ...

Service recovery encompasses the procedures, policies, and processes a firm uses to resolve customer service problems promptly and effectively.
 
 Indicate whether the statement is true or false

Question 2

Which of the following is NOT an observation method of collecting data?
 a. Mystery shopping
  b. Using hidden cameras to study how shoppers select products
  c. Standing next to a store display to understand how shopper select products
  d. Analyzing scanner data from a store
  e. Surveying shoppers to learn about product selection

Question 3

For some U.S. consumers, a negative feature of Japanese products is that these products are foreign. However, this shortcoming can be overcome if they are rated highly on other aspects, such as reliability and price. This is an example of a(n) ____ model of decision making.
 a. attribute
  b. classification
  c. compensatory
  d. noncompensatory
  e. brand

Question 4

The two primary benefits of solution marketing are new avenues of growth and differentiation.
 
 Indicate whether the statement is true or false

Question 5

Which of the following is NOT an advantage of the communication method in comparison to the observation method
  of data collection?
 a. Accuracy
  b. Cost
  c. Speed
  d. Versatility
  e. Ease of data collection

Question 6

When using a ____ model, consumers choose the brand that has the greatest number of positive features relative to the negative features.
 a. attribute
  b. classification
  c. compensatory
  d. noncompensatory
  e. brand

Question 7

A solution-centered perspective begins with an analysis of a customer problem and ends by identifying the products and services required to solve the problem.
 
 Indicate whether the statement is true or false

Question 8

Which of the following are limitations of the observation method of collecting data?
 a. The willingness of a respondent to provide data.
  b. The memory of a respondent to accurately report data.
  c. The honesty of a respondent when providing data.
  d. All of the above are limitations of the observation method of collecting data.
  e. None of the above are limitations of the observation method of collecting data.

Question 9

Ryan likes expensive dark beer and often buys a six pack for his personal quaffing pleasure. However, when he invites his friends over for beers, he usually buys an inexpensive brand. This is an example of
 a. a consumer using a compensatory model.
  b. a consumer using a noncompensatory model.
  c. goals affecting criteria that drive a consumer's choice.
  d. the inability to buy more expensive beer.
  e. the inopportunity to buy more expensive beer.