The process whereby customers weigh their inputs against their outputs when forming recovery evaluations refers to:
a. interactional justice.
b. procedural justice.
c. perceived justice.
d. distributive justice.
Question 2Sales and cost data are promising internal secondary data for many research problems. In B2B contexts, the
______ is a gold mine of information.
a. Sales invoice
b. Packing slip
c. Inventory report
d. General ledger
e. Accounts Payable report
Question 3A consumer involved in a television program comes up with less support arguments and more counterarguments.
Indicate whether the statement is true or false
Question 4Experts in the area of service recovery recommend that in establishing service recovery as a priority and developing recovery skills, firms should consider which of the following issues?
a. Measure the costs.
b. Empower the front line.
c. Respond quickly.
d. All the answers are correct.
Question 5Which of the following are ways to judge the accuracy of secondary data?
a. Consider the source of the data
b. Look at the sponsor of the research that yielded the secondary data
c. Look for evidence that the research was done properly
d. All of the above are correct
e. Only B and C are correct.
Question 6Consumers who generate counterarguments and source derogations will have strong favorable attitudes toward an offering.
Indicate whether the statement is true or false
Question 7Complaining behavior results in three outcomes:
a. verbal, physical, social.
b. voice, exit, retaliation.
c. scream, entrance, damage.
d. procedural, interactional, distributive.
Question 8Research that has been collected in such a way that the results will support a particular position is often referred to
as ______ research.
a. Sponsored
b. Biased
c. Advocacy
d. Persuasive
e. Supporting
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