Exam 12: Employees Roles in Service Delivery

From the customer's point of view, internal marketing activities, as defined by the services marketing triangle, are the most significant.

Flying across the Pacific Ocean is an eight-hour trip that could be dreadful if you did not fly Singapore Airlines. One frequent flyer between the U.S. and Japan noted its "cabin crew do not give the usual impression of doing passengers a favor by taking care of them. In short, they make flying with Singapore Airlines a pleasure". In terms of the services marketing triangle, the cabin crew engages in _____ marketing.

Flying across the Pacific Ocean is an eight-hour trip that could be dreadful if you did not fly Singapore Airlines. An ad that featured a customer saying, "The cabin crew makes flying with Singapore Airlines a pleasure" and announcing Singapore had won top honors for international travel in Business Traveler's magazine annual contest would be an example of _____ marketing.

Flying across the Pacific Ocean is an eight-hour trip that could be dreadful if you did not fly Singapore Airlines. One frequent flyer between the U.S. and Japan noted its "cabin crew do not give the usual impression of doing passengers a favor by taking care of them. In short, they make flying with Singapore Airlines a pleasure". What role does this passenger have the cabin crew playing?

Pierce loves his new job as a city bus driver but he hates his polyester uniform that he believes makes him look like an overgrown Boy Scout. What kind of conflict is Pierce experiencing?

On a recent concert tour, Aerosmith sang a number of classic songs from its past albums, in addition to playing songs from its newest album. By singing both old songs to satisfy older audience members and songs from its more recent album to satisfy younger fans, Aerosmith was trying to reduce _____ conflict.

During two-day orientation and extensive on-the-job training, each Ritz-Carlton Hotel employee learns the Ritz-Carlton Gold Standards, which contain a credo, 20 basics of service, knowledge of one's work area, answering the telephone with a smile, wearing immaculate uniforms and the three steps of service. The three steps of service are comprised of a warm and sincere greeting, anticipation and compliance with guests' needs and a fond farewell using the guest's name, if possible. The Ritz-Carlton Hotel is using which of the following human resource strategies?

At AT&T Universal Card's Customer-Service Center in Jacksonville, Florida, customer service representatives are given immediate access via their computer screen to information and tools they need to serve the customer efficiently. When a customer calls, the representative can view the customer's account records and any notes from previous telephone calls from the customer. The representatives also have information on commonly asked questions. By providing immediate access to customer files, AT&T Universal Card is using which of the following human resource strategies for closing provider gap 3?

Personality tests and work simulations are used to measure the service inclinations of potential service providers.

Which type of conflict results from the fact that Sullins Cleaning requires its employees to wear uniforms?

All of the following could be classified as internal customers of a hospital EXCEPT:

There is a sign next to the door that you can see as you leave Mildred's Restaurant. It reads, "If you enjoyed your meal, please tell a friend". In terms of the services marketing triangle, this sign is a part of Mildred's _____ marketing.

The first step in conducting an internal customer service audit is to:

Which type of conflict is most commonly felt by an employee whose income depends largely on tips instead of a salary?

One of the potential costs in employee empowerment is:

According to the services marketing triangle, which of the following lists the types of marketing that must be successfully carried out in order for a service organization to succeed?

In the services marketing triangle, _____ marketing refers to all the activities the firm must carry out to train, motivate and reward its employees to enable the service promise to be delivered.

Employee appearance and dress are important aspects of the _________ dimension of service quality.

Which of the following hotel employees is NOT a boundary spanner?

During Chemical Bank's annual "Stellar Teller" contest, tellers match their skills in the areas of money counting, knowledge of bank policy and ability to make customers feel like royalty. To assess money counting skills, tellers are required to sort a mishmash of ones, fives, 10s and 20s by denomination, arrange the bills so that they all face the same way, then tally the cash on an adding machine and put it back into a deposit bag. Time and accuracy count. A bank teller's money-counting skills are a service: