Question 1

It is the responsibility of frontline employees to foster a strong service culture with passion for service and productivity.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following are the most demanding jobs in service businesses?

Accepted Answer

A) Upper management 
B) Middle management 
C) Frontline supervisors 
D) Frontline staff 
E) Divisional management 
A) Upper management 
B) Middle management 
C) Frontline supervisors 
D) Frontline staff 
E) Divisional management

Question 3

Emotional labour is a very real problem facing frontline staff.

Accepted Answer

A) True 
 B)False

Question 4

A service culture can be defined as 'shared perceptions of what is important in an organisation and shared values and beliefs of ________'.

Accepted Answer

A) who should lead the organisation 
B) what will be the organisation's strategy 
C) why those things are important 
D) how to nourish employees' energy 
E) transformational leadership 
A) who should lead the organisation 
B) what will be the organisation's strategy 
C) why those things are important 
D) how to nourish employees' energy 
E) transformational leadership

Question 5

'Getting it right means hiring the right staff.' As the human resources manager for a major consulting firm with offices around the Asia-Pacific, discuss the strategies you would adopt to ensure that you hired the 'right' staff for each location.

Accepted Answer

As the human resources manager for a maj

Question 6

The approach to managing people characterised by clearly defined roles, top-down control systems, hierarchical pyramid structures and an assumption that management knows best is called:

Accepted Answer

A) production-orientation 
B) management-control 
C) production-line 
D) centralised authority 
E) devolved authority 
A) production-orientation 
B) management-control 
C) production-line 
D) centralised authority 
E) devolved authority

Question 7

Empowerment of frontline staff is appropriate for all service firms and all service personnel.

Accepted Answer

A) True 
 B)False

Question 8

Goals that are specific, difficult but attainable, and accepted by staff are strong motivators.

Accepted Answer

A) True 
 B)False

Question 9

Singapore Airlines, which has small units of employees fly together, illustrates one of the more successful methods of encouraging the delivery of service excellence in large organisations.That method is to:

Accepted Answer

A) create a team culture 
B) pay higher salaries 
C) give extra leave 
D) have strict guidelines 
E) increase supervision 
A) create a team culture 
B) pay higher salaries 
C) give extra leave 
D) have strict guidelines 
E) increase supervision

Question 10

Which of the following is NOT a factor which would be likely to make an organisation a preferred employer?

Accepted Answer

A) Having a positive image in the community 
B) Delivering high quality products 
C) Delivering high quality services 
D) Having an image of corporate social responsibility 
E) None of the above 
A) Having a positive image in the community 
B) Delivering high quality products 
C) Delivering high quality services 
D) Having an image of corporate social responsibility 
E) None of the above

Question 11

Which of the following is NOT an aspect of the cycle of mediocrity?

Accepted Answer

A) Delivery standards prescribed by rigid rulebooks 
B) Orientation towards standardised services 
C) Innovative work practices 
D) Narrowly defined job responsibilities 
E) Little incentive to improve performance 
A) Delivery standards prescribed by rigid rulebooks 
B) Orientation towards standardised services 
C) Innovative work practices 
D) Narrowly defined job responsibilities 
E) Little incentive to improve performance

Question 12

Those service personnel who directly interface with customers are referred to as:

Accepted Answer

A) sales people 
B) marketers 
C) boundary spanners 
D) line personnel 
E) staff personnel 
A) sales people 
B) marketers 
C) boundary spanners 
D) line personnel 
E) staff personnel

Question 13

To attract the best people to apply for jobs, a company needs to:

Accepted Answer

A) offer an attractive value proposition for prospective employees 
B) have an image as a good place to work 
C) delivery high quality services which make employees feel proud 
D) have a reputation of corporate social responsibility 
E) all of the above 
A) offer an attractive value proposition for prospective employees 
B) have an image as a good place to work 
C) delivery high quality services which make employees feel proud 
D) have a reputation of corporate social responsibility 
E) all of the above

Question 14

Explain the importance of frontline staff, using examples from your own customer service experiences.

Accepted Answer

Frontline staff are crucial to the succe

Question 15

Which of the following actions would help call centre staff to handle role stressors?

Accepted Answer

A) Recruiting staff who score low in job resourcefulness 
B) Using professional trainers, not other frontline employees, to deliver training 
C) Simplifying work with a culture that is 'just a call centre' 
D) Strictly following scripts, rather than leaving situations to employees' discretion 
E) Working with frontline employees to identify and resolve role ambiguity 
A) Recruiting staff who score low in job resourcefulness 
B) Using professional trainers, not other frontline employees, to deliver training 
C) Simplifying work with a culture that is 'just a call centre' 
D) Strictly following scripts, rather than leaving situations to employees' discretion 
E) Working with frontline employees to identify and resolve role ambiguity

It is the responsibility of frontline employees to foster a strong service culture with passion for service and productivity.

Which of the following are the most demanding jobs in service businesses?

Emotional labour is a very real problem facing frontline staff.

A service culture can be defined as 'shared perceptions of what is important in an organisation and shared values and beliefs of ________'.

'Getting it right means hiring the right staff.' As the human resources manager for a major consulting firm with offices around the Asia-Pacific, discuss the strategies you would adopt to ensure that you hired the 'right' staff for each location.

The approach to managing people characterised by clearly defined roles, top-down control systems, hierarchical pyramid structures and an assumption that management knows best is called:

Empowerment of frontline staff is appropriate for all service firms and all service personnel.

Goals that are specific, difficult but attainable, and accepted by staff are strong motivators.

Singapore Airlines, which has small units of employees fly together, illustrates one of the more successful methods of encouraging the delivery of service excellence in large organisations.That method is to:

Which of the following is NOT a factor which would be likely to make an organisation a preferred employer?

Which of the following is NOT an aspect of the cycle of mediocrity?

Those service personnel who directly interface with customers are referred to as:

To attract the best people to apply for jobs, a company needs to:

Explain the importance of frontline staff, using examples from your own customer service experiences.

Which of the following actions would help call centre staff to handle role stressors?

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

It is the responsibility of frontline employees to foster a strong service culture with passion for service and productivity.

Which of the following are the most demanding jobs in service businesses?

Emotional labour is a very real problem facing frontline staff.

A service culture can be defined as 'shared perceptions of what is important in an organisation and shared values and beliefs of ________'.

'Getting it right means hiring the right staff.' As the human resources manager for a major consulting firm with offices around the Asia-Pacific, discuss the strategies you would adopt to ensure that you hired the 'right' staff for each location.

The approach to managing people characterised by clearly defined roles, top-down control systems, hierarchical pyramid structures and an assumption that management knows best is called:

Empowerment of frontline staff is appropriate for all service firms and all service personnel.

Goals that are specific, difficult but attainable, and accepted by staff are strong motivators.

Singapore Airlines, which has small units of employees fly together, illustrates one of the more successful methods of encouraging the delivery of service excellence in large organisations.That method is to:

Which of the following is NOT a factor which would be likely to make an organisation a preferred employer?

Which of the following is NOT an aspect of the cycle of mediocrity?

Those service personnel who directly interface with customers are referred to as:

To attract the best people to apply for jobs, a company needs to:

Explain the importance of frontline staff, using examples from your own customer service experiences.

Which of the following actions would help call centre staff to handle role stressors?

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