Question 1

The HR functions that together support the creation of a climate for service is referred to as the:

Accepted Answer

A) concept strategy. 
B) service HR wheel. 
C) marketing wheel. 
D) service operation strategy. 
E) interdepartmental support. 
A) concept strategy. 
B) service HR wheel. 
C) marketing wheel. 
D) service operation strategy. 
E) interdepartmental support. B

Question 2

Indicate whether the service firm should employ a control-oriented (nonempowered) approach oran involvement-oriented (empowered) approach under each of the following conditions:
-Multiple customers are present during service delivery.

Accepted Answer

A) control-oriented approach 
B) involvement-oriented approach 
A) control-oriented approach 
B) involvement-oriented approach A

Question 3

Which of the following types of interpersonal training provides stereotypes with which a service provider can categorize customers?

Accepted Answer

A) sensitivity training 
B) role-playing 
C) behavioral modeling 
D) red-taping 
E) flexibility training 
A) sensitivity training 
B) role-playing 
C) behavioral modeling 
D) red-taping 
E) flexibility training C

Question 4

Which of the following is NOT a broad category in the service HR wheel?

Accepted Answer

A) concept strategy 
B) control,reward,and evaluation strategy 
C) retention strategy 
D) recruitment strategy 
E) training/development strategy 
A) concept strategy 
B) control,reward,and evaluation strategy 
C) retention strategy 
D) recruitment strategy 
E) training/development strategy

Question 5

All of the following are boundary-spanners except:

Accepted Answer

A) classroom teachers. 
B) JCPenney customer service representatives. 
C) hospital nurses. 
D) Applebee's servers. 
E) none of these are exceptions. 
A) classroom teachers. 
B) JCPenney customer service representatives. 
C) hospital nurses. 
D) Applebee's servers. 
E) none of these are exceptions.

Question 6

Which of the following tests of reward effectiveness reflects the notion that rewards should be tied to desired performance criteria?

Accepted Answer

A) availability 
B) flexibility 
C) timeliness 
D) durability 
E) contingent 
A) availability 
B) flexibility 
C) timeliness 
D) durability 
E) contingent

Question 7

Discuss the role of boundary-spanning personnel.

Accepted Answer

Boundary-spanners sit on the boundary of

Question 8

Which of the following tests of reward effectiveness reflects the notion that rewards should be given immediately following desired behaviors?

Accepted Answer

A) availability 
B) flexibility 
C) timeliness 
D) durability 
E) perishability 
A) availability 
B) flexibility 
C) timeliness 
D) durability 
E) perishability

Question 9

The empowerment approach that utilizes teams and allows employees to use a variety of skills withconsiderable latitude regarding lower-level decisions is:

Accepted Answer

A) job involvement. 
B) suggestion involvement. 
C) high involvement. 
D) production line approach. 
E) contingency involvement. 
A) job involvement. 
B) suggestion involvement. 
C) high involvement. 
D) production line approach. 
E) contingency involvement.

Question 10

Indicate whether the service firm should employ a control-oriented (nonempowered) approach oran involvement-oriented (empowered) approach under each of the following conditions:
-The technology involved with the business is nonroutine and complex.

Accepted Answer

A) control-oriented approach 
B) involvement-oriented approach 
A) control-oriented approach 
B) involvement-oriented approach

Question 11

Which of the following is NOT a cost associated with empowerment?

Accepted Answer

A) higher labor costs 
B) slower or inconsistent service delivery 
C) decreased word-of-mouth advertising 
D) excessive giveaways and bad decisions 
E) a perception of inequitable service treatment among customers 
A) higher labor costs 
B) slower or inconsistent service delivery 
C) decreased word-of-mouth advertising 
D) excessive giveaways and bad decisions 
E) a perception of inequitable service treatment among customers

Question 12

Which of the following is an example of sensitivity training?

Accepted Answer

A) having new bus drivers spend their first week on the help desk instead of the bus 
B) having store employees play roles of service representative and customer 
C) having hotel employees play roles of check-in clerk and hotel guest 
D) presenting stereotypical examples of a customers from hell with suggestions for ways todeal with each type 
E) having airline employees meet with a counselor on a regular basis ​ 
A) having new bus drivers spend their first week on the help desk instead of the bus 
B) having store employees play roles of service representative and customer 
C) having hotel employees play roles of check-in clerk and hotel guest 
D) presenting stereotypical examples of a customers from hell with suggestions for ways todeal with each type 
E) having airline employees meet with a counselor on a regular basis ​

Question 13

Discuss the relevance of employee satisfaction as it relates to the service-profit chain.

Accepted Answer

Employee satisfaction is derived from a

Question 14

Employees who feel that they are often caught in the middle between company rules and regulations and customer requests for services that are against company rules are experiencing which of the following types of conflict?

Accepted Answer

A) person/role conflict 
B) channel conflict 
C) organization/client conflict 
D) inter-client conflict 
E) vertical conflict 
A) person/role conflict 
B) channel conflict 
C) organization/client conflict 
D) inter-client conflict 
E) vertical conflict

Question 15

​Initially,bank tellers were uncomfortable with their new task of selling services to customers.They viewed themselves as bank tellers and not salespersons.This is an example of which type of conflict?

Accepted Answer

A) ​precise-duty conflict 
B) ​channel conflict 
C) ​organization/client conflict 
D) ​inter-client conflict 
E) ​person/role conflict 
A) ​precise-duty conflict 
B) ​channel conflict 
C) ​organization/client conflict 
D) ​inter-client conflict 
E) ​person/role conflict

Question 16

Service personnel are influenced by their shared perception of the practices,procedures,and kinds of behaviors that get rewarded.That shared perception is referred to as:

Accepted Answer

A) empowerment. 
B) enfranchisement. 
C) service passion. 
D) the climate for service. 
E) production-lining. 
A) empowerment. 
B) enfranchisement. 
C) service passion. 
D) the climate for service. 
E) production-lining.

Question 17

All of the following are benefits associated with empowerment except:

Accepted Answer

A) empowered employees are more customer focused and quicker in responding to customer needs. 
B) empowered employees are more likely to respond in a positive way to service failures and to engage in effective service recovery strategies. 
C) empowered front-line employees gain a false sense of power,in turn aiding the customer. 
D) empowered front-line service employees can be key to new service ideas and a cheaper source of market research than going to the consumer directly. 
E) empowered employees tend to feel better about their jobs and themselves,which is automatically reflected in the way they interact with customers. 
A) empowered employees are more customer focused and quicker in responding to customer needs. 
B) empowered employees are more likely to respond in a positive way to service failures and to engage in effective service recovery strategies. 
C) empowered front-line employees gain a false sense of power,in turn aiding the customer. 
D) empowered front-line service employees can be key to new service ideas and a cheaper source of market research than going to the consumer directly. 
E) empowered employees tend to feel better about their jobs and themselves,which is automatically reflected in the way they interact with customers.

Question 18

____ gives discretion to front-line personnel to meet the needs of consumers creatively.

Accepted Answer

A) Empowerment 
B) Enfranchisement 
C) Service passion 
D) Service climate 
E) Production-lining 
A) Empowerment 
B) Enfranchisement 
C) Service passion 
D) Service climate 
E) Production-lining

Question 19

Indicate whether the service firm should employ a control-oriented (nonempowered) approach oran involvement-oriented (empowered) approach under each of the following conditions:
-The business employees Theory Y managers who believe that employees have high growth needs and strong interpersonal skills.

Accepted Answer

A) control-oriented approach 
B) involvement-oriented approach 
A) control-oriented approach 
B) involvement-oriented approach

Question 20

Despite popular beliefs,the "Freeloading Fredas" of the world probably represent only _____ of all customers.

Accepted Answer

A) 1% to 2% 
B) 3% to 4% 
C) 5% to 6% 
D) 7% to 8% 
E) 9% to 10% 
A) 1% to 2% 
B) 3% to 4% 
C) 5% to 6% 
D) 7% to 8% 
E) 9% to 10%

The HR functions that together support the creation of a climate for service is referred to as the:

Indicate whether the service firm should employ a control-oriented (nonempowered) approach oran involvement-oriented (empowered) approach under each of the following conditions: -Multiple customers are present during service delivery.

Which of the following types of interpersonal training provides stereotypes with which a service provider can categorize customers?

Which of the following is NOT a broad category in the service HR wheel?

All of the following are boundary-spanners except:

Which of the following tests of reward effectiveness reflects the notion that rewards should be tied to desired performance criteria?

Discuss the role of boundary-spanning personnel.

Which of the following tests of reward effectiveness reflects the notion that rewards should be given immediately following desired behaviors?

The empowerment approach that utilizes teams and allows employees to use a variety of skills withconsiderable latitude regarding lower-level decisions is:

Indicate whether the service firm should employ a control-oriented (nonempowered) approach oran involvement-oriented (empowered) approach under each of the following conditions: -The technology involved with the business is nonroutine and complex.

Which of the following is NOT a cost associated with empowerment?

Which of the following is an example of sensitivity training?

Discuss the relevance of employee satisfaction as it relates to the service-profit chain.

Employees who feel that they are often caught in the middle between company rules and regulations and customer requests for services that are against company rules are experiencing which of the following types of conflict?

Initially,bank tellers were uncomfortable with their new task of selling services to customers.They viewed themselves as bank tellers and not salespersons.This is an example of which type of conflict?

Service personnel are influenced by their shared perception of the practices,procedures,and kinds of behaviors that get rewarded.That shared perception is referred to as:

All of the following are benefits associated with empowerment except:

____ gives discretion to front-line personnel to meet the needs of consumers creatively.

Despite popular beliefs,the "Freeloading Fredas" of the world probably represent only _____ of all customers.

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

Filters

Exam 9: People As Strategy: Managing Service Employees

The HR functions that together support the creation of a climate for service is referred to as the:

Indicate whether the service firm should employ a control-oriented (nonempowered) approach oran involvement-oriented (empowered) approach under each of the following conditions: -Multiple customers are present during service delivery.

Which of the following types of interpersonal training provides stereotypes with which a service provider can categorize customers?

Which of the following is NOT a broad category in the service HR wheel?

All of the following are boundary-spanners except:

Which of the following tests of reward effectiveness reflects the notion that rewards should be tied to desired performance criteria?

Discuss the role of boundary-spanning personnel.

Which of the following tests of reward effectiveness reflects the notion that rewards should be given immediately following desired behaviors?

The empowerment approach that utilizes teams and allows employees to use a variety of skills withconsiderable latitude regarding lower-level decisions is:

Indicate whether the service firm should employ a control-oriented (nonempowered) approach oran involvement-oriented (empowered) approach under each of the following conditions: -The technology involved with the business is nonroutine and complex.

Which of the following is NOT a cost associated with empowerment?

Which of the following is an example of sensitivity training?

Discuss the relevance of employee satisfaction as it relates to the service-profit chain.

Employees who feel that they are often caught in the middle between company rules and regulations and customer requests for services that are against company rules are experiencing which of the following types of conflict?

​Initially,bank tellers were uncomfortable with their new task of selling services to customers.They viewed themselves as bank tellers and not salespersons.This is an example of which type of conflict?

Service personnel are influenced by their shared perception of the practices,procedures,and kinds of behaviors that get rewarded.That shared perception is referred to as:

All of the following are benefits associated with empowerment except:

____ gives discretion to front-line personnel to meet the needs of consumers creatively.

Despite popular beliefs,the "Freeloading Fredas" of the world probably represent only _____ of all customers.

An Introduction to Services

The Services Sector: Supersectors and Ethical Considerations

Fundamental Differences Between Goods and Services

Serviced Consumer Behavior

The Service Delivery Process

The Pricing of Services

Developing the Service Communication Strategy

Managing the Firms Physical Evidence

People As Strategy: Managing Service Customers

Defining and Measuring Customer Satisfaction

Defining and Measuring Service Quality

Complaint and Service Recovery Management

Customer Loyalty and Retention

Pulling the Pieces Together: Creating a World Class Service Culture

Filters

Initially,bank tellers were uncomfortable with their new task of selling services to customers.They viewed themselves as bank tellers and not salespersons.This is an example of which type of conflict?