Most customers want to achieve a fair solution

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111. Most customers want to achieve a fair solution following a service failure. Which of the following is NOT a factor that affects a person's perceptions of "fairness" in these kinds of situations? A. The nature or severity of the service failure. B. The customer's experience with other firms. C. The firm's policy on service recovery. D. Observed treatment of other customers. E. Stories of service recovery told by friends and family. 112. __________ refers to the perceived fairness of the process with which a firm handles customer complaints. 113. Because of __________, many companies have altered their "no questions asked" return policies to include time limits, "restocking" fees, and store- credit-only refunds.
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114. One of the reasons service failures need to be addressed quickly is to: 115. The building block of service quality called __________ refers to the ability of the firm's employees to convey trust and confidence. A. assur ance B. reliability C. responsiveness D. empathy E. tangibles 116. The new hotel manager asked the chef, "Are you sure you know how to cook a Beef Wellington?" Which of the building blocks of service quality was the hotel manager expressing concern about? 117. Monique was looking for a venue for her wedding reception. When she visited one potential location, she noticed that the landscaping was not complete, and she noticed stained carpet in the lobby. Which of the service quality building blocks caused Monique to select an alternative venue?
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118. When John checked into his Orlando hotel, the front desk clerk informed John that his room would not be ready for another twenty minutes. John decided he didn't mind waiting, because he had arrived well ahead of the standard check-in time. John didn't mind waiting twenty minutes because this wait fell within his __________, the area between his expectations regarding desired service and the minimum level of service he will accept.
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