Question 1

Define service culture.

Accepted Answer

A service culture includes shared perceptions of what is important in an organization and shared values and beliefs of why those things are important.

Question 2

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

Accepted Answer

A) True 
 B)False  True

Question 3

Outcomes of the "Cycle of Failure" for firms include ____________ and ____________.

Accepted Answer

A) low service quality; low employee turnover 
B) low service quality; high employee turnover 
C) high service quality; low employee turnover 
D) high service quality; high employee turnover 
E) mediocre service quality; unpredictable employee turnover 
A) low service quality; low employee turnover 
B) low service quality; high employee turnover 
C) high service quality; low employee turnover 
D) high service quality; high employee turnover 
E) mediocre service quality; unpredictable employee turnover B

Question 4

Managers often omit which of the cost variables of high turnover/low pay?

Accepted Answer

A) Cost of constant recruiting 
B) Low productivity of inexperienced workers 
C) Cost of constantly attracting new customers 
D) Income lost from customers turned off by negative word of mouth 
E) All of the above 
A) Cost of constant recruiting 
B) Low productivity of inexperienced workers 
C) Cost of constantly attracting new customers 
D) Income lost from customers turned off by negative word of mouth 
E) All of the above

Question 5

What is job content?

Accepted Answer

Job content is when

Question 6

Emotional labor is when employees ____________.

Accepted Answer

A) find it hard to be emotional because they are too overworked 
B) have a gap between what they feel inside, and what management expects them to display to their customers 
C) have to keep their emotions under control at the work place 
D) feel happy all the time because they enjoy their jobs 
E) are emotionally stressed by all the demands of their jobs 
A) find it hard to be emotional because they are too overworked 
B) have a gap between what they feel inside, and what management expects them to display to their customers 
C) have to keep their emotions under control at the work place 
D) feel happy all the time because they enjoy their jobs 
E) are emotionally stressed by all the demands of their jobs

Question 7

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 8

Give an example of an organization that helps company's build a service culture.

Accepted Answer

Up Your Se

Question 9

All employees are eager to be empowered.

Accepted Answer

A) True 
 B)False

Question 10

Employee satisfaction typically has little impact on customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 11

Successful performance in a job is often measured by high productivity or outstanding customer service rather than the absence of mistakes.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

The range

Question 13

Describe how Disney selects the right people.

Accepted Answer

Disney is comprised of a multitude of fr

Question 14

The "Cycle of Mediocrity" is most often found in large, bureaucratic organizations like regulated oligopolies.

Accepted Answer

A) True 
 B)False

Question 15

How does Southwest Airlines ensure continuation of the firm's family feel?

Accepted Answer

Southwest has a Culture Committee that e

Question 16

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 17

Give an example of a company where the winner of the show gets a chance to join the company.

Accepted Answer

The Trump

Question 18

What qualities should effective leaders have in service organizations?

Accepted Answer

Leaders should love their business and b

Question 19

Friendly, warm, and independent personality traits are found in people with lower self-esteem.

Accepted Answer

A) True 
 B)False

Question 20

One of Ritz-Carlton's hiring principles is ____________.

Accepted Answer

A) maintain a tight knit group 
B) hire people with the right personality 
C) "training, training, training" 
D) customer service is first 
E) new hires lead the way 
A) maintain a tight knit group 
B) hire people with the right personality 
C) "training, training, training" 
D) customer service is first 
E) new hires lead the way

Define service culture.

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

Outcomes of the "Cycle of Failure" for firms include and .

Managers often omit which of the cost variables of high turnover/low pay?

What is job content?

Emotional labor is when employees ____________.

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

Give an example of an organization that helps company's build a service culture.

All employees are eager to be empowered.

Employee satisfaction typically has little impact on customer satisfaction.

Successful performance in a job is often measured by high productivity or outstanding customer service rather than the absence of mistakes.

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

Describe how Disney selects the right people.

The "Cycle of Mediocrity" is most often found in large, bureaucratic organizations like regulated oligopolies.

How does Southwest Airlines ensure continuation of the firm's family feel?

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

Give an example of a company where the winner of the show gets a chance to join the company.

What qualities should effective leaders have in service organizations?

Friendly, warm, and independent personality traits are found in people with lower self-esteem.

One of Ritz-Carlton's hiring principles is ____________.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against Productive Capacity

Crafting the Service Environment

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Building a World-Class Service Organization

Filters

Exam 11: Managing People for Service Advantage

Define service culture.

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

Outcomes of the "Cycle of Failure" for firms include ____________ and ____________.

Managers often omit which of the cost variables of high turnover/low pay?

What is job content?

Emotional labor is when employees ____________.

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

Give an example of an organization that helps company's build a service culture.

All employees are eager to be empowered.

Employee satisfaction typically has little impact on customer satisfaction.

Successful performance in a job is often measured by high productivity or outstanding customer service rather than the absence of mistakes.

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

Describe how Disney selects the right people.

The "Cycle of Mediocrity" is most often found in large, bureaucratic organizations like regulated oligopolies.

How does Southwest Airlines ensure continuation of the firm's family feel?

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

Give an example of a company where the winner of the show gets a chance to join the company.

What qualities should effective leaders have in service organizations?

Friendly, warm, and independent personality traits are found in people with lower self-esteem.

One of Ritz-Carlton's hiring principles is ____________.

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products Core and Supplementary Elements

Distributing Service through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand against Productive Capacity

Crafting the Service Environment

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Building a World-Class Service Organization

Filters

Outcomes of the "Cycle of Failure" for firms include and .