Question 1

Which of the following are reasons why frontline staff members are important to a service firm?

Accepted Answer

A) They are often the most important aspect of the service to customers 
B) They deliver the service and significantly determine service quality 
C) They represent the firm to customers 
D) They represent an important source of differentiation 
E) All of the above 
A) They are often the most important aspect of the service to customers 
B) They deliver the service and significantly determine service quality 
C) They represent the firm to customers 
D) They represent an important source of differentiation 
E) All of the above

Question 2

To compete effectively in the labour market requires an employer to have a positive image in the community and produce high quality products.

Accepted Answer

A) True 
 B)False

Question 3

In your opinion, is the cycle of mediocrity a major problem or just one of the facets of employment generally? Justify your answer in terms of a situation you or a colleague have experienced.

Accepted Answer

In my opinion, the cycle of mediocrity i

Question 4

Boundary spanners link the various departments within a service organisation.

Accepted Answer

A) True 
 B)False

Question 5

Goals are effective motivators of service staff if they are:

Accepted Answer

A) specific 
B) attainable 
C) accepted by staff 
D) seen as important by staff 
E) all of the above 
A) specific 
B) attainable 
C) accepted by staff 
D) seen as important by staff 
E) all of the above

Question 6

Frontline employees who anticipate customers' needs are examples of the truism that highly ____ people are the core of service excellence.

Accepted Answer

A) trained 
B) organised 
C) motivated 
D) successful 
E) supported 
A) trained 
B) organised 
C) motivated 
D) successful 
E) supported

Question 7

A frontline staff member with low self-esteem may experience what type of conflict?

Accepted Answer

A) Internal-external 
B) Person-role 
C) Organisation-client 
D) Inter-client 
E) Psychological-financial 
A) Internal-external 
B) Person-role 
C) Organisation-client 
D) Inter-client 
E) Psychological-financial

Question 8

The cause of the increase in telephone- and email-based services is that there has been a shift from_________.

Accepted Answer

A) low contact to high contact 
B) high contact to low contact 
C) low contact to no contact 
D) visual contact to high contact 
E) high contact to aural contact 
A) low contact to high contact 
B) high contact to low contact 
C) low contact to no contact 
D) visual contact to high contact 
E) high contact to aural contact

Question 9

The effect of shifting the organisational culture from being a call centre to a solution-oriented approach is likely to reduce the affect of:

Accepted Answer

A) burnout 
B) service recovery 
C) job resourcefulness 
D) emotional exhaustion 
E) a and d 
A) burnout 
B) service recovery 
C) job resourcefulness 
D) emotional exhaustion 
E) a and d

Question 10

Frontline staff perform many roles, often resulting in role conflict and role stress.

Accepted Answer

A) True 
 B)False

Question 11

When the term 'owner' is applied to a team of workers it refers to the section of the organisation from which the team is derived.

Accepted Answer

A) True 
 B)False

Question 12

New employees need to learn:

Accepted Answer

A) the organisation's vision and culture 
B) interpersonal skills such as attentive listening 
C) technical skills such as rules concerning processes 
D) service knowledge to be able to explain service features 
E) all of the above 
A) the organisation's vision and culture 
B) interpersonal skills such as attentive listening 
C) technical skills such as rules concerning processes 
D) service knowledge to be able to explain service features 
E) all of the above

Question 13

Which of the following are qualities which were identified as being unable to be taught rather than are intrinsic to the personality of the employee?

Accepted Answer

A) Service attitude 
B) Charm 
C) Work ethic 
D) All of the above 
E) a and c 
A) Service attitude 
B) Charm 
C) Work ethic 
D) All of the above 
E) a and c

Question 14

Frontline staff members do all of the following EXCEPT:

Accepted Answer

A) anticipate customer's needs 
B) set strategic direction for the firm 
C) customise service delivery 
D) build personal relationships with customers 
E) assist in creating customer loyalty 
A) anticipate customer's needs 
B) set strategic direction for the firm 
C) customise service delivery 
D) build personal relationships with customers 
E) assist in creating customer loyalty

Question 15

Which of the following is NOT an aspect of the employee cycle of failure?

Accepted Answer

A) Narrow design of job to accommodate high skill levels 
B) Emphasis on rules rather than service 
C) Use of technology to control quality 
D) Paying of low wages 
E) Minimal effort on selection or training 
A) Narrow design of job to accommodate high skill levels 
B) Emphasis on rules rather than service 
C) Use of technology to control quality 
D) Paying of low wages 
E) Minimal effort on selection or training

Question 16

Teams are more likely to set lower performance standards for themselves than management would set.

Accepted Answer

A) True 
 B)False

Question 17

Some of the core values that have been found in excellent service firms are innovation, joy, teamwork, and integrity.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is NOT a cost of low-pay/high-turnover human resource strategies?

Accepted Answer

A) Lower productivity 
B) High cost of recruitment 
C) Cost of training 
D) Lower productivity. 
E) None of the above 
A) Lower productivity 
B) High cost of recruitment 
C) Cost of training 
D) Lower productivity. 
E) None of the above

Question 19

_________ may occur when employee morale is so low that frontline staff members become hostile to customers or fellow employees.

Accepted Answer

A) Satisfaction failure 
B) Service failure 
C) Service sabotage 
D) Satisfaction sabotage 
E) Employee sabotage 
A) Satisfaction failure 
B) Service failure 
C) Service sabotage 
D) Satisfaction sabotage 
E) Employee sabotage

Question 20

Which of the following is likely to happen in a company caught in the cycle of mediocrity?

Accepted Answer

A) Dissatisfied customers display hostility to employees 
B) Employees counter rudeness with rudeness 
C) Employees become defensive and withdraw 
D) Customers have little incentive to cooperate with the organisation to achieve better service 
E) All of the above 
A) Dissatisfied customers display hostility to employees 
B) Employees counter rudeness with rudeness 
C) Employees become defensive and withdraw 
D) Customers have little incentive to cooperate with the organisation to achieve better service 
E) All of the above

Which of the following are reasons why frontline staff members are important to a service firm?

To compete effectively in the labour market requires an employer to have a positive image in the community and produce high quality products.

In your opinion, is the cycle of mediocrity a major problem or just one of the facets of employment generally? Justify your answer in terms of a situation you or a colleague have experienced.

Boundary spanners link the various departments within a service organisation.

Goals are effective motivators of service staff if they are:

Frontline employees who anticipate customers' needs are examples of the truism that highly ____ people are the core of service excellence.

A frontline staff member with low self-esteem may experience what type of conflict?

The cause of the increase in telephone- and email-based services is that there has been a shift from_________.

The effect of shifting the organisational culture from being a call centre to a solution-oriented approach is likely to reduce the affect of:

Frontline staff perform many roles, often resulting in role conflict and role stress.

When the term 'owner' is applied to a team of workers it refers to the section of the organisation from which the team is derived.

New employees need to learn:

Which of the following are qualities which were identified as being unable to be taught rather than are intrinsic to the personality of the employee?

Frontline staff members do all of the following EXCEPT:

Which of the following is NOT an aspect of the employee cycle of failure?

Teams are more likely to set lower performance standards for themselves than management would set.

Some of the core values that have been found in excellent service firms are innovation, joy, teamwork, and integrity.

Which of the following is NOT a cost of low-pay/high-turnover human resource strategies?

_________ may occur when employee morale is so low that frontline staff members become hostile to customers or fellow employees.

Which of the following is likely to happen in a company caught in the cycle of mediocrity?

Marketing in the service economy

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Balancing productive capacity and demand

Integrated services marketing communications

Crafting the service environment

Managing the customer service function

Customer satisfaction and service quality

Managing relationships and building loyalty

Handling customer complaints and managing service recovery

Filters

Exam 9: Managing people for service advantage

Which of the following are reasons why frontline staff members are important to a service firm?

To compete effectively in the labour market requires an employer to have a positive image in the community and produce high quality products.

In your opinion, is the cycle of mediocrity a major problem or just one of the facets of employment generally? Justify your answer in terms of a situation you or a colleague have experienced.

Boundary spanners link the various departments within a service organisation.

Goals are effective motivators of service staff if they are:

Frontline employees who anticipate customers' needs are examples of the truism that highly ____ people are the core of service excellence.

A frontline staff member with low self-esteem may experience what type of conflict?

The cause of the increase in telephone- and email-based services is that there has been a shift from_________.

The effect of shifting the organisational culture from being a call centre to a solution-oriented approach is likely to reduce the affect of:

Frontline staff perform many roles, often resulting in role conflict and role stress.

When the term 'owner' is applied to a team of workers it refers to the section of the organisation from which the team is derived.

New employees need to learn:

Which of the following are qualities which were identified as being unable to be taught rather than are intrinsic to the personality of the employee?

Frontline staff members do all of the following EXCEPT:

Which of the following is NOT an aspect of the employee cycle of failure?

Teams are more likely to set lower performance standards for themselves than management would set.

Some of the core values that have been found in excellent service firms are innovation, joy, teamwork, and integrity.

Which of the following is NOT a cost of low-pay/high-turnover human resource strategies?

_________ may occur when employee morale is so low that frontline staff members become hostile to customers or fellow employees.

Which of the following is likely to happen in a company caught in the cycle of mediocrity?

Marketing in the service economy

Customer behaviour, culture and service encounters

Positioning services in competitive markets

Developing service products: core and supplementary service elements

Distributing services through physical and electronic channels

Understanding costs and developing pricing strategy

Balancing productive capacity and demand

Integrated services marketing communications

Crafting the service environment

Managing the customer service function

Customer satisfaction and service quality

Managing relationships and building loyalty

Handling customer complaints and managing service recovery

Filters