Question 1

From the customer's perspective which of the following is the most important aspect of service?

Accepted Answer

A) Management's responsiveness to occurrences of failure. 
B) Timely delivery of service. 
C) Efficient handling of special requests. 
D) The encounter with service staff. 
E) A fair price. 
A) Management's responsiveness to occurrences of failure. 
B) Timely delivery of service. 
C) Efficient handling of special requests. 
D) The encounter with service staff. 
E) A fair price.

Question 2

The Service-Profit Chain needs ____________ to achieve service excellence and customer loyalty.

Accepted Answer

A) An excellent service process 
B) Customer focus 
C) High-performing, satisfied employees 
D) Profit focus at the leadership 
A) An excellent service process 
B) Customer focus 
C) High-performing, satisfied employees 
D) Profit focus at the leadership

Question 3

Southwest Airlines illustrates a high-involvement company.

Accepted Answer

A) True 
 B)False

Question 4

In order for services to succeed in motivating and energizing people, they need to utilize the full range of available rewards.

Accepted Answer

A) True 
 B)False

Question 5

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

Question 6

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

Accepted Answer

Failure to measure all relevant costs is

Question 7

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 8

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

Accepted Answer

Person/role, organiz

Question 9

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

Accepted Answer

Call centers can play a critical role in

Question 10

Employees should be trained in all these areas EXCEPT ____________.

Accepted Answer

A) organizational culture 
B) organizational revenue 
C) service knowledge 
D) interpersonal skills 
E) product knowledge 
A) organizational culture 
B) organizational revenue 
C) service knowledge 
D) interpersonal skills 
E) product knowledge

Question 11

Training at Apple includes how to phrase words in a positive rather than negative way.

Accepted Answer

A) True 
 B)False

Question 12

What are the three levels of employee involvement?

Accepted Answer

Suggestion involveme

Question 13

Cora Griffth has nine rules of success for excellent service as a waitress. They include all of the following EXCEPT ____________.

Accepted Answer

A) getting things right the first time 
B) listening first 
C) anticipating customers' wants 
D) treating customers like family 
E) taking pride in one's work 
A) getting things right the first time 
B) listening first 
C) anticipating customers' wants 
D) treating customers like family 
E) taking pride in one's work

Question 14

Services need to train employees to deal with stress, difficult customers, and get support from their team leaders.

Accepted Answer

A) True 
 B)False

Question 15

Companies that engage in a "Cycle of Success" are more likely to have which of the following?

Accepted Answer

A) Happier employees 
B) More loyal customers 
C) Higher profit margins 
D) Better wages 
E) All of the above 
A) Happier employees 
B) More loyal customers 
C) Higher profit margins 
D) Better wages 
E) All of the above

Question 16

Give two reasons for using multiple interviewers.

Accepted Answer

Multiple interviewers reduce t

Question 17

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

Accepted Answer

Cora Griffith's nine rules of success ex

Question 18

How can firms build a strong service culture?

Accepted Answer

A strong service culture is one where th

Question 19

Singapore Airlines uses teams for all of the following EXCEPT ____________.

Accepted Answer

A) train staff 
B) provide emotional support 
C) assess staff 
D) promote staff 
E) mentor cabin crew 
A) train staff 
B) provide emotional support 
C) assess staff 
D) promote staff 
E) mentor cabin crew

Question 20

If a Nordstrom sales associate replaces shirts at no cost to the client, it 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

From the customer's perspective which of the following is the most important aspect of service?

The Service-Profit Chain needs ____________ to achieve service excellence and customer loyalty.

Southwest Airlines illustrates a high-involvement company.

In order for services to succeed in motivating and energizing people, they need to utilize the full range of available rewards.

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

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

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

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

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

Employees should be trained in all these areas EXCEPT ____________.

Training at Apple includes how to phrase words in a positive rather than negative way.

What are the three levels of employee involvement?

Cora Griffth has nine rules of success for excellent service as a waitress. They include all of the following EXCEPT ____________.

Services need to train employees to deal with stress, difficult customers, and get support from their team leaders.

Companies that engage in a "Cycle of Success" are more likely to have which of the following?

Give two reasons for using multiple interviewers.

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

How can firms build a strong service culture?

Singapore Airlines uses teams for all of the following EXCEPT ____________.

If a Nordstrom sales associate replaces shirts at no cost to the client, it is an example of ____________.

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

From the customer's perspective which of the following is the most important aspect of service?

The Service-Profit Chain needs ____________ to achieve service excellence and customer loyalty.

Southwest Airlines illustrates a high-involvement company.

In order for services to succeed in motivating and energizing people, they need to utilize the full range of available rewards.

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

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

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

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

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

Employees should be trained in all these areas EXCEPT ____________.

Training at Apple includes how to phrase words in a positive rather than negative way.

What are the three levels of employee involvement?

Cora Griffth has nine rules of success for excellent service as a waitress. They include all of the following EXCEPT ____________.

Services need to train employees to deal with stress, difficult customers, and get support from their team leaders.

Companies that engage in a "Cycle of Success" are more likely to have which of the following?

Give two reasons for using multiple interviewers.

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

How can firms build a strong service culture?

Singapore Airlines uses teams for all of the following EXCEPT ____________.

If a Nordstrom sales associate replaces shirts at no cost to the client, it is an example of ____________.

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