Exam 9: Managing people for service advantage

To avoid the employee cycle of failure, it is important to narrowly define responsibilities and have well-established rules covering all aspects of employment.

Which of the following qualities is associated with a strong service culture?

A solid understanding of the organisation's vision is needed only by top management.

Which of the following conditions do NOT contribute to role conflict for service staff members?

What changes could a struggling retailer make to get on the cycle of success?

The service profit chain, developed from analyses of successful service organisations, puts ___ values on ____ measures.

Jim Collins (1999) suggests that the old adage 'People are the most important asset' is wrong.What does he suggest is a company's most important asset?

Frontline employees need to be empowered in order to make discretionary decisions.

Top management wants to establish a company as a strong business that represents a great investment.Using the model of the service profit chain, explain how management's treatment of employees can contribute to achieving this objective.

You have just opened a hair salon and day spa in an area of Sydney where there are several well-established salon/spas within walking distance.What role does your frontline staff play in service differentiation and generating sustainable competitive advantage?

In an organisation that practises the methods of the wheel of successful human resources, you need leadership to be committed to ensuring:

Boundary-spanning employees tend to experience significant stress due to the following EXCEPT:

Which of the following is NOT an advantage of high-performance service-delivery teams?

Staff performance is a function of motivation and ability.

'Empowerment' is most appropriate when which of the following factors are present?

Personality can be defined as those ________of a person that account for ________ patterns of behaviour.

The way a service is delivered by the frontline can be an important source of differentiation.

Service firms can identify the best people for the job by employing all of the following EXCEPT:

Internet-based personality tests are of very little value in assessing a future employees' suitability for a job.

Simplifying work routines and hiring workers as cheaply as possible often leads to firms being trapped in a cycle of failure.