Question

QUESTION 5

1. Which mobile phone service uses robots to greet people in some of their stores?  

		T-Mobile
		AT&T
		Sprint
		Verizon

QUESTION 6

1. Which of these does NOT affect a customer's perceptions of service quality?

		price
		empathy
		responsiveness
		reliability

QUESTION 8

1. The perceived fairness of the process used to resolve complaints is known as ____________________________.

		procedural fairness
		a fair solution
		distributive fairness
		an acceptable compromise

QUESTION 9

1. When a customer's perception of the service delivered by a retailer fails to meet the customer's expectations, a ______________________ gap ensues.

		service
		standards
		delivery
		knowledge

Answer 1

Question 5

Answer : C

Explanation :US telecommunications company Sprint is employing Pepper, the humanoid robot from SoftBank Robotics, for customer relations. ... Pepper is the most recognisable humanoid robots, and is often used as marketing platform. It was built to support businesses by proactively engaging with customers.

Question 6

Answer : Price

EXPLANATION : Price doesn't affect a customer's perceptions of service quality. The remaining options are core factors for affecting customer satisfaction i.e. empathy, responsiveness, reliability.

Question 8

Answer : procedural fairness

Explanation : Procedural justice is the idea of fairness in the processes that resolve disputes and allocate resources.  

A fair solution , an acceptable compromise and a distributive fairness are not the process used to resolve compliants.

Question 9

Answer : Service Gap

Explanation :

​​​​​​Service Gap :  When a customer perception of service delivered by a Retailer fails to meet customer expectations

Standard Gap : The difference between Retailers knowledge of customer perception and expectations

Delivery Gap : the difference between Retailers service standards and actuat services provided to customers

Knowledge Gap : reflects difference between customer expectations and Retailers perception of those customer expectations.