During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the defective product. However, it took three months for the replacement product to show up which was much later than the customer had anticipated. As a result, the recovery effort violated the customer’s ___________ justice need.
A). social
B). procedural
C). interactional
D). distributive
_________ are complaints that are expressed without the expectation that the problem will be solved.
A). ostensive
B). instrumental
C). reflexive
D). non-instrumental
Research has shown that customers are more likely to choose a self-service channel if they have ____________.
A). lower knowledge about a service
B). a preference for convenience
C). purchased the product before
D). a high need for personal interaction
__________ is an example of a service where the customer typically goes to the service organization
A). House painting
B). A credit card company
C). A taxi service
D). The theatre
The SERVQUAL dimension that measures consumer views that reflect the security of the firm's operations is the ________ dimension.
A). tangibles
B). employee satisfaction
C). responsiveness
D). assurance