Fixing Service Failures MCQs
Fixing Service Failures MCQs
Answer these 20+ Fixing Service Failures MCQs and see how sharp is your knowledge of Fixing Service Failures.
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1: Avenger is a customer who has experienced a service failure who leaves vowing never to return .
A. True
B. False
2: Bad-mouth is the spreading of _______ about an organization by a dissatisfied customer.
A. Negative comments
B. Opinions
C. Both a & b
D. None of these
3: The customer’s feeling, after a complaint or service failure, that the outcome was fair is known as _______ .
A. Distributive justice
B. Evangelists
C. Informational justice
D. None of these
4: Evangelists are extremely satisfied, delighted guests who take every available opportunity, and often create opportunities .
A. True
B. False
5: A type of interactional justice that refers to the customer’s feeling of the fairness of the information and communication is known as _______ .
A. Distributive justice
B. Evangelists
C. Informational justice
D. None of these
6: The customer’s feeling of being treated with respect and courtesy during interactions with the organization is known as _______ .
A. Procedural justice
B. Interactional justice
C. Both a & b
D. None of these
7: The customer’s feeling that company procedures are fair and not a procedural hassle, especially after a complaint or service failure is known as _______ .
A. Procedural justice
B. Interactional justice
C. Both a & b
D. None of these
8: Service failure is the organization’s failure to deliver the promised service according to its own standards or the guest’s expectations.
A. True
B. False
9: Service recovery is the organization’s attempt to make _________ for a service failure .
A. Right
B. Compensate
C. Both a & b
D. None of these
10: Passing of information from person to person by means of oral communication is known as _______ .
A. Word of mouth
B. Zone of tolerance
C. Both a & b
D. None of these
11: Zone of tolerance is the range of service quality experienced that a customer will deem as satisfactory .
A. True
B. False
12: When something goes wrong in the delivery of a service, it is called a ______.
A. Service incident
B. Service mistake
C. Service failure
D. Delivery failure
13: In what segment of the hospitality industry are service failures a commonplace discussion topic among travelers?
A. Hotel
B. Car rentals
C. Transportation (trains, Ubers, busses)
D. Airlines
14: What are the three most common critical incidents during service encounters that cause customers to switch to other services?
A. Failures in the service itself, negative employee actions, and unsatisfactory employee response to service failures
B. Failures in the product, disappointment with the product, and lack of care
C. Lack of focus on the end goal, lack of employee attentiveness, and disinterest in the product
D. Failures in the response to service failure, lack of understanding the organizational goals, and failures in the product
15: Which term best describes the range of service quality experienced that a customer will deem as satisfactory, even if aspects of the service are not fully up to expectations?
A. Zone of satisfaction
B. Zone of tolerance
C. Range of quality service
D. Range of expectations
16: Which of the following is not considered an outcome when a guest has a problem?
A. The problem is fixed, but the customer still leaves unhappy.
B. The problem is fixed, and the guest leaves happy.
C. The problem is not fixed, and the guest leaves unhappy.
D. The problem is fixed, and the customer remains neutral.
17: Which of the following would best describe a momentary failure that was fixed immediately?
A. A coupon to come back at a later date
B. Doing nothing
C. A comp meal or money off the check
D. A gift card to get the customer back into the doors
18: Which of the following terms is used to describe the exchanging of information from person to person?
A. Bad advertising
B. Gossip
C. Word of mouth
D. Free advertising
19: The unhappy customer is the focus of the ______.
A. Service recovery
B. Service delivery
C. Service delivery system
D. Service failure
20: Unhappy customers are ______ as likely to spread negative word of mouth as happy ones are to spread positive word of mouth.
A. Just
B. Twice
C. Three times
D. Four times
21: An unhappy customer can do any one or a combination of which four things?
A. Harass, worry, harm the organization, and bother employees
B. Hurt, bother, hate, and complain
C. Leave never to return, complaint, retaliate, and bad-mouth the organization
D. Complain, retaliate, harm the organization, compliment
22: What term is used to define the company’s worst case scenario of a service failure?
A. An avenger
B. An avoider
C. Undercover boss
D. An influencer
23: Service personnel can be trained to read ______ for clues to an unhappy customer.
A. Certain words
B. Psychological moods
C. Body language
D. Tone of voice
24: A necessary further step that employees should do when dealing with system failures is
A. Fix failures immediately
B. Tell nobody about the failures
C. Not worry about the system failures, they always happen
D. Tell managers about system failures
25: Which term is best described as the customer’s feeling after a complaint or service failure that had a fair outcome?
A. Customer justice
B. Service recovery
C. Distributive justice
D. Fair service outcome
26: Carrie is a gluten-free eater. She goes to a restaurant and informs her server of this request, but her salad comes with regular croutons on it. Which category of service failure would this incident best fit under?
A. Service product failure
B. Failure by explicit requests
C. Service delivery failure
D. Failure causes by chef
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Fixing Service Failures MCQs
