Q1. Which of the following is not one of the three forms of fairness? A. Interactional...
Q1. Which of the following is not one of the three forms of fairness?
| A. |
Interactional |
|
| B. |
Procedural |
|
| C. |
Operational |
|
| D. |
Outcome |
Q2. True or False? The loyalty of customers who have a problem but experienced a successful recovery is greater than those who never had a problem.
True
False
Q3. The “service recovery paradox” shows that:
| A. |
loyalty can increase as long as service level performance is high. |
|
| B. |
when an organization recovers, it does not increase satisfaction. |
|
| C. |
when there is a service failure with effective recovery, loyalty can increase. |
|
| D. |
loyalty can increase even when service is low. |
Q4. True or False? Outcome fairness is when consumers cite the inconvenience of getting a complaint process moving.
True
False
Q5. True or False? The lower levels of the Customer Loyalty Pyramid are based on an organization's promotional strategy.
True
False
Homework Answers
Q.1. option C is correct as except this all are the key components of the fairness justice.
Q.2. The Statement is true regarding the loyalty of the customer in this specific crucial situation
Q.3.Option C is correct in context to the service recovery paradox as when there is a service failure with effective recovery, loyalty can increase.
Q.4. The given statement is false regarding the true definition of the outcome fairness
Q.5. The statement is true regarding the Customer Loyalty Pyramid and organization's promotional strategy.
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