Question 1

Give two reasons for using multiple interviewers?

Accepted Answer

Multiple interviewers reduce the risk of "similar-to-me" biases and people are more careful in their evaluations when they know someone else is evaluating the same applicant.

Question 2

The "Cycle of Failure" includes all of the following EXCEPT ____________.

Accepted Answer

A)  emphasis on rules 
B)  emphasis on attracting new customers 
C)  adequate pay and job security 
D)  low skill levels 
E)  use of technology to control quality 
A)  emphasis on rules 
B)  emphasis on attracting new customers 
C)  adequate pay and job security 
D)  low skill levels 
E)  use of technology to control quality C

Question 3

Employee satisfaction is both necessary and sufficient for having high performing staff.

Accepted Answer

A) True 
 B)False  False

Question 4

What are the three main causes of role stress in frontline positions?

Accepted Answer

Person/role, organiz

Question 5

Discuss the causes and implications of low-pay/high turnover human resource strategies.

Accepted Answer

Failure to measure all relevant costs is

Question 6

Organizations that display a commitment to effective human resources management are characterized by ____________.

Accepted Answer

A)  a lack of verifiable industry distinction and market separation 
B)  a distinctive culture of service leadership and role modeling by top management 
C)  a system of intensive rules and regulations 
D)  an increase in market share and lower acquisition costs 
E)  mediocrity and high employee turnover 
A)  a lack of verifiable industry distinction and market separation 
B)  a distinctive culture of service leadership and role modeling by top management 
C)  a system of intensive rules and regulations 
D)  an increase in market share and lower acquisition costs 
E)  mediocrity and high employee turnover

Question 7

Service sabotage is classified as either covert (displayed only to co-workers) or overt (displayed only to customers).

Accepted Answer

A) True 
 B)False

Question 8

How are competing for employees and competing for customers similar?

Accepted Answer

Employees and customers want similar thi

Question 9

Interpersonal skills include visual communication, attentive listening, and body language and tend to be specific to each service setting.

Accepted Answer

A) True 
 B)False

Question 10

The Nordstrom sales associate replacing shirts at no cost to the client is an example of ____________.

Accepted Answer

A)  centralized decision-making 
B)  service theft 
C)  employee empowerment 
D)  service sabotage 
E)  rule setting 
A)  centralized decision-making 
B)  service theft 
C)  employee empowerment 
D)  service sabotage 
E)  rule setting

Question 11

How is Cora Griffith's work strategy indicative of the "Cycle of Success?"

Accepted Answer

Cora Griffith's nine rules of success ex

Question 12

The Ritz-Carlton uses personality profiles to select the best applicants.

Accepted Answer

A) True 
 B)False

Question 13

Discuss why service centers and service hotlines are important or unimportant to customer perceptions of service firms. Give an example to back up your argument.

Accepted Answer

Service centers can play a critical role

Question 14

Service employees are important to customers and competitive positioning, because the front line ____________.

Accepted Answer

A)  is the most visible part of the firm 
B)  contains more employees than management 
C)  is often the first to deal with customer complaints 
D)  is better trained at dealing with customers than are managers 
E)  all of the above 
A)  is the most visible part of the firm 
B)  contains more employees than management 
C)  is often the first to deal with customer complaints 
D)  is better trained at dealing with customers than are managers 
E)  all of the above

Question 15

When firms are organized by functional structures ____________.

Accepted Answer

A)  employees fall between the cracks 
B)  customers fall between the cracks 
C)  internal service teams view customers as their own 
D)  service is faster 
E)  fewer errors occur 
A)  employees fall between the cracks 
B)  customers fall between the cracks 
C)  internal service teams view customers as their own 
D)  service is faster 
E)  fewer errors occur

Question 16

The suggested salary to attract top performers is in the range of what percentile of the market?

Accepted Answer

The range

Question 17

Empowerment is based on the "control" model that assumes employees are capable of making good decisions.

Accepted Answer

A) True 
 B)False

Question 18

Dial-A-Mattress uses what technique to train and develop staff?

Accepted Answer

A)  empowerment 
B)  coercion 
C)  coaching 
D)  humor 
E)  behavioral modification 
A)  empowerment 
B)  coercion 
C)  coaching 
D)  humor 
E)  behavioral modification

Question 19

Excellent service firms use all of the following to identify the best job candidates EXCEPT ____________.

Accepted Answer

A)  observing behavior 
B)  conducting personality tests 
C)  interviewing applicants 
D)  viewing transcripts 
E)  providing applicants with realistic job previews 
A)  observing behavior 
B)  conducting personality tests 
C)  interviewing applicants 
D)  viewing transcripts 
E)  providing applicants with realistic job previews

Question 20

A strategy of empowerment is most likely to be appropriate when which of the following factors are present within the organization and its environment?

Accepted Answer

A)  The business strategy is not too customized 
B)  The organization uses routine technology. 
C)  The business environment is stable. 
D)  Customer interactions are relational as opposed to transactional. 
E)  All of the above. 
A)  The business strategy is not too customized 
B)  The organization uses routine technology. 
C)  The business environment is stable. 
D)  Customer interactions are relational as opposed to transactional. 
E)  All of the above.

Give two reasons for using multiple interviewers?

The "Cycle of Failure" includes all of the following EXCEPT ____________.

Employee satisfaction is both necessary and sufficient for having high performing staff.

What are the three main causes of role stress in frontline positions?

Discuss the causes and implications of low-pay/high turnover human resource strategies.

Organizations that display a commitment to effective human resources management are characterized by ____________.

Service sabotage is classified as either covert (displayed only to co-workers) or overt (displayed only to customers).

How are competing for employees and competing for customers similar?

Interpersonal skills include visual communication, attentive listening, and body language and tend to be specific to each service setting.

The Nordstrom sales associate replacing shirts at no cost to the client is an example of ____________.

How is Cora Griffith's work strategy indicative of the "Cycle of Success?"

The Ritz-Carlton uses personality profiles to select the best applicants.

Discuss why service centers and service hotlines are important or unimportant to customer perceptions of service firms. Give an example to back up your argument.

Service employees are important to customers and competitive positioning, because the front line ____________.

When firms are organized by functional structures ____________.

The suggested salary to attract top performers is in the range of what percentile of the market?

Empowerment is based on the "control" model that assumes employees are capable of making good decisions.

Dial-A-Mattress uses what technique to train and develop staff?

Excellent service firms use all of the following to identify the best job candidates EXCEPT ____________.

A strategy of empowerment is most likely to be appropriate when which of the following factors are present within the organization and its environment?

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 Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

Exam 11: Managing People for Service Advantage

Give two reasons for using multiple interviewers?

The "Cycle of Failure" includes all of the following EXCEPT ____________.

Employee satisfaction is both necessary and sufficient for having high performing staff.

What are the three main causes of role stress in frontline positions?

Discuss the causes and implications of low-pay/high turnover human resource strategies.

Organizations that display a commitment to effective human resources management are characterized by ____________.

Service sabotage is classified as either covert (displayed only to co-workers) or overt (displayed only to customers).

How are competing for employees and competing for customers similar?

Interpersonal skills include visual communication, attentive listening, and body language and tend to be specific to each service setting.

The Nordstrom sales associate replacing shirts at no cost to the client is an example of ____________.

How is Cora Griffith's work strategy indicative of the "Cycle of Success?"

The Ritz-Carlton uses personality profiles to select the best applicants.

Discuss why service centers and service hotlines are important or unimportant to customer perceptions of service firms. Give an example to back up your argument.

Service employees are important to customers and competitive positioning, because the front line ____________.

When firms are organized by functional structures ____________.

The suggested salary to attract top performers is in the range of what percentile of the market?

Empowerment is based on the "control" model that assumes employees are capable of making good decisions.

Dial-A-Mattress uses what technique to train and develop staff?

Excellent service firms use all of the following to identify the best job candidates EXCEPT ____________.

A strategy of empowerment is most likely to be appropriate when which of the following factors are present within the organization and its environment?

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 Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters