Which types of complaints are the MOST beneficial? 

A guest at the Marriot hotel complains to the front desk clerk about the air conditioner not working in her room.    This is an example of a ____________________ complaint. 

The longer a service firm takes to correct a service failure, the more likely is it to NOT be effective.

Which of the following is an example of a professional service provider? 

The “Heavenly Bed” is an example of how Westin Hotels used physical evidence to _____________________. 

Which of the following is one of the 4 unique characteristics of a service? 

____________________ is a distinguishing characteristic of services that reflects the variation in consistency from one service transaction to the next. 

If you are developing a servicescape for a psychologist or therapist where you client might desire a warm intimate, what type of physical evidence might you use? 

During slow times, Ramey’s grocery store cross trains its’ stockers on operating the cash register.  This is an example of _____________________________.

Helen gets a pedicure from Nail Express. She is not happy at all with the finished product. She tells the nail technician she isn’t satisfied with the service. The technician doesn’t charge Helen for the service. Which recovery strategy did Nail Express implement?