Question 1

Service firms typically require less coordination across marketing operations and human resource functions than other types of firms.

Accepted Answer

A) True 
 B)False

Question 2

Distinguish the difference between management and leadership.

Accepted Answer

Management involves keeping the current

Question 3

The company names of the "service professionals" level of service performance are synonymous with service excellence and an ability to delight customers.

Accepted Answer

A) True 
 B)False

Question 4

____________ in a business context involves continual mutations designed to ensure survival of the fittest.

Accepted Answer

A)  Manifest 
B)  Design 
C)  Preparation 
D)  Evolution 
E)  Planning 
A)  Manifest 
B)  Design 
C)  Preparation 
D)  Evolution 
E)  Planning

Question 5

Balancing customer satisfaction against operational efficiency would be best described by which of the following?

Accepted Answer

A)  Complacent reactionism 
B)  Boundary spanning roles 
C)  Interfunctional conflict 
D)  Crossfunctional conflict 
E)  Reduction management 
A)  Complacent reactionism 
B)  Boundary spanning roles 
C)  Interfunctional conflict 
D)  Crossfunctional conflict 
E)  Reduction management

Question 6

What did Sam Walton, founder of Wal-Mart, highlight the role of managers as?

Accepted Answer

The answer of What did Sam Walton, founder of Wal-Mart,...

Question 7

What are the four levels of service performance according to the chapter?

Accepted Answer

Service losers, serv

Question 8

Cirque Du Soleil claims that they didn't reinvent the circus, they simply repackaged a way of presenting the circus show in a much more modern way.

Accepted Answer

A) True 
 B)False

Question 9

Describe the qualities of a service leader.

Accepted Answer

Their company names are synonymous with

Question 10

Consistently meeting or exceeding customer expectations across multiple dimensions is a practice most likely seen in the "service leader" category of service performance.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is a component of service performance discussed under the marketing function?

Accepted Answer

A)  Service quality 
B)  Service delivery 
C)  Productivity 
D)  Workforce 
E)  Role of operations 
A)  Service quality 
B)  Service delivery 
C)  Productivity 
D)  Workforce 
E)  Role of operations

Question 12

Internal links in the Service-Profit Chain include customer satisfaction and loyalty.

Accepted Answer

A) True 
 B)False

Question 13

What is the main reason that customers patronize service losers?

Accepted Answer

Lack of vi

Question 14

The head of global human resources at IKEA encourages employees to make families the number one priority in their lives and promotes keeping regular hours on the weekends and avoiding weekend travel.

Accepted Answer

A) True 
 B)False

Question 15

List one of Cirque Du Soleil's main competitors.

Accepted Answer

Cirque Eloize (Cirqu

Question 16

Which of the following is NOT one of the six key factors that influence an organization's working environment?

Accepted Answer

A)  Flexibility 
B)  Responsibility 
C)  Standards 
D)  Power 
E)  Clarity 
A)  Flexibility 
B)  Responsibility 
C)  Standards 
D)  Power 
E)  Clarity

Question 17

Coercive leaders demand immediate compliance and are found to have a positive impact on climate.

Accepted Answer

A) True 
 B)False

Question 18

As a result of the process of service delivery speeding up, with customers demanding faster service and faster responses when things go wrong, managers now spend up to ____________ of their time leading.

Accepted Answer

A)  10 percent 
B)  25 percent 
C)  40 percent 
D)  65 percent 
E)  80 percent 
A)  10 percent 
B)  25 percent 
C)  40 percent 
D)  65 percent 
E)  80 percent

Question 19

Which of the following is a component of service performance discussed under the operations function?

Accepted Answer

A)  Role of marketing 
B)  Competitive appeal 
C)  Introduction of new technology 
D)  Customer profile 
E)  Workforce 
A)  Role of marketing 
B)  Competitive appeal 
C)  Introduction of new technology 
D)  Customer profile 
E)  Workforce

Question 20

Which of the following is NOT one of the characteristics of effective service leadership according to Pernille Spiers-Lopez of IKEA?

Accepted Answer

A)  being authentic and not afraid to face mistakes 
B)  self-examination 
C)  putting in extra hours beyond the 40 hour work week 
D)  personal values 
E)  trusting the people around, and being trusted 
A)  being authentic and not afraid to face mistakes 
B)  self-examination 
C)  putting in extra hours beyond the 40 hour work week 
D)  personal values 
E)  trusting the people around, and being trusted

Service firms typically require less coordination across marketing operations and human resource functions than other types of firms.

Distinguish the difference between management and leadership.

The company names of the "service professionals" level of service performance are synonymous with service excellence and an ability to delight customers.

____________ in a business context involves continual mutations designed to ensure survival of the fittest.

Balancing customer satisfaction against operational efficiency would be best described by which of the following?

What did Sam Walton, founder of Wal-Mart, highlight the role of managers as?

What are the four levels of service performance according to the chapter?

Cirque Du Soleil claims that they didn't reinvent the circus, they simply repackaged a way of presenting the circus show in a much more modern way.

Describe the qualities of a service leader.

Consistently meeting or exceeding customer expectations across multiple dimensions is a practice most likely seen in the "service leader" category of service performance.

Which of the following is a component of service performance discussed under the marketing function?

Internal links in the Service-Profit Chain include customer satisfaction and loyalty.

What is the main reason that customers patronize service losers?

The head of global human resources at IKEA encourages employees to make families the number one priority in their lives and promotes keeping regular hours on the weekends and avoiding weekend travel.

List one of Cirque Du Soleil's main competitors.

Which of the following is NOT one of the six key factors that influence an organization's working environment?

Coercive leaders demand immediate compliance and are found to have a positive impact on climate.

As a result of the process of service delivery speeding up, with customers demanding faster service and faster responses when things go wrong, managers now spend up to ____________ of their time leading.

Which of the following is a component of service performance discussed under the operations function?

Which of the following is NOT one of the characteristics of effective service leadership according to Pernille Spiers-Lopez of IKEA?

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Filters

Exam 15: Striving for Service Leadership

Service firms typically require less coordination across marketing operations and human resource functions than other types of firms.

Distinguish the difference between management and leadership.

The company names of the "service professionals" level of service performance are synonymous with service excellence and an ability to delight customers.

____________ in a business context involves continual mutations designed to ensure survival of the fittest.

Balancing customer satisfaction against operational efficiency would be best described by which of the following?

What did Sam Walton, founder of Wal-Mart, highlight the role of managers as?

What are the four levels of service performance according to the chapter?

Cirque Du Soleil claims that they didn't reinvent the circus, they simply repackaged a way of presenting the circus show in a much more modern way.

Describe the qualities of a service leader.

Consistently meeting or exceeding customer expectations across multiple dimensions is a practice most likely seen in the "service leader" category of service performance.

Which of the following is a component of service performance discussed under the marketing function?

Internal links in the Service-Profit Chain include customer satisfaction and loyalty.

What is the main reason that customers patronize service losers?

The head of global human resources at IKEA encourages employees to make families the number one priority in their lives and promotes keeping regular hours on the weekends and avoiding weekend travel.

List one of Cirque Du Soleil's main competitors.

Which of the following is NOT one of the six key factors that influence an organization's working environment?

Coercive leaders demand immediate compliance and are found to have a positive impact on climate.

As a result of the process of service delivery speeding up, with customers demanding faster service and faster responses when things go wrong, managers now spend up to ____________ of their time leading.

Which of the following is a component of service performance discussed under the operations function?

Which of the following is NOT one of the characteristics of effective service leadership according to Pernille Spiers-Lopez of IKEA?

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Services Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Filters