Question 1

The two primary roles that boundary-spanning personnel fulfill are:

Accepted Answer

A) sales and profit-production. 
B) sales and customer service. 
C) information transfer and representation. 
D) process flow and service. 
E) information transfer and profit production. 
A) sales and profit-production. 
B) sales and customer service. 
C) information transfer and representation. 
D) process flow and service. 
E) information transfer and profit production.

Question 2

Which of the following is a type of conflict experienced by boundary-spanning personnel?

Accepted Answer

A) precise-duty conflict 
B) channel conflict 
C) organization/client conflict 
D) inter-client conflict 
E) organization/client and inter-client 
A) precise-duty conflict 
B) channel conflict 
C) organization/client conflict 
D) inter-client conflict 
E) organization/client and inter-client

Question 3

All of the following are behaviors by which service employees attempt to reduce their role stress except:

Accepted Answer

A) engaging the customer. 
B) engaging in a people-processing mode (robotism). 
C) using physical symbols in their office to regain some sense of control. 
D) engaging in service sabotage. 
E) none of these are exceptions. 
A) engaging the customer. 
B) engaging in a people-processing mode (robotism). 
C) using physical symbols in their office to regain some sense of control. 
D) engaging in service sabotage. 
E) none of these are exceptions.

Question 4

The empowerment approach in which service employees are trained to manage themselves is called:

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 5

Discuss the methods in which marketing can reduce the sources of conflict felt by its employees.

Accepted Answer

Marketing can reduce the person/role con

Question 6

Which of the following tests of reward effectiveness reflects the notion that rewards should be large enough for employees to take notice?

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 three sources of conflict for boundary-spanning service workers.

Accepted Answer

Boundary spanners face three main source

Question 8

One of the major lessons to learn from the service-profit chain is:

Accepted Answer

A) customer loyalty leads to customer satisfaction. 
B) firms must satisfy their employees in order for customer satisfaction to become a consistent reality. 
C) employee retention leads to employee satisfaction. 
D) the firm's profitability leads to customer satisfaction. 
E) revenue growth leads to customer satisfaction. 
A) customer loyalty leads to customer satisfaction. 
B) firms must satisfy their employees in order for customer satisfaction to become a consistent reality. 
C) employee retention leads to employee satisfaction. 
D) the firm's profitability leads to customer satisfaction. 
E) revenue growth leads to customer satisfaction.

Question 9

Indicate whether the service firm should employ a control-oriented (nonempowered) approach oran involvement-oriented (empowered) approach under each of the following conditions:
-The organization guarantees consistency of product and service.

Accepted Answer

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

Question 10

Which of the following tests of reward effectiveness reflects the notion that rewards should be able to be given to anyone at anytime?

Accepted Answer

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

Question 11

All of the following are roles of middle management except:

Accepted Answer

A) enable the front-line providers to focus on customers and not be distracted. 
B) manage the crises. 
C) move the roadblocks to good service out of the way. 
D) relieve pressure by doing some of the front-line work. 
E) invest in technology and ensure foundations are in place that allow the front-line teams to do their work. 
A) enable the front-line providers to focus on customers and not be distracted. 
B) manage the crises. 
C) move the roadblocks to good service out of the way. 
D) relieve pressure by doing some of the front-line work. 
E) invest in technology and ensure foundations are in place that allow the front-line teams to do their work.

Question 12

When a lawyer feels a conflict between what she is asked to do and her own personality,orientation,or values she is experiencing _____ conflict.

Accepted Answer

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

Question 13

Which of the following is NOT one of the seven tests of reward effectiveness?

Accepted Answer

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

Question 14

Empowerment coupled with a performance-based compensation method is referred to as:

Accepted Answer

A) double empowerment. 
B) straight salary. 
C) enfranchisement. 
D) quota systems. 
E) straight commission. 
A) double empowerment. 
B) straight salary. 
C) enfranchisement. 
D) quota systems. 
E) straight commission.

Question 15

A Disney tram driver that is asked to break up a fight between a feuding couple is 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) horizontal conflict 
A) person/role conflict 
B) channel conflict 
C) organization/client conflict 
D) inter-client conflict 
E) horizontal conflict

Question 16

Discuss the customer profiles developed to assist customer contact personnel in dealing with "customers from hell."

Accepted Answer

By categorizing unreasonable customers i

Question 17

Discuss the benefits and costs associated with empowerment.

Accepted Answer

Empowerment clearly brings benefits.Empo

Question 18

Which of the following customers needs to be "moved offstage" as quickly as possible?

Accepted Answer

A) Egocentric Edgar 
B) Badmouth Betty 
C) Hysterical Harold 
D) Dictatorial Dick 
E) Badmouth Betty and Hysterical Harold 
A) Egocentric Edgar 
B) Badmouth Betty 
C) Hysterical Harold 
D) Dictatorial Dick 
E) Badmouth Betty and Hysterical Harold

Question 19

Empowerment approaches fall along a continuum that ranges from control-oriented to involvement-oriented.Which of the following empowerment approaches is the most control-oriented?

Accepted Answer

A) job involvement 
B) suggestion involvement 
C) high involvement 
D) enfranchisement 
E) contingency involvement 
A) job involvement 
B) suggestion involvement 
C) high involvement 
D) enfranchisement 
E) contingency involvement

Question 20

Indicate whether the service firm should employ a control-oriented (nonempowered) approach oran involvement-oriented (empowered) approach under each of the following conditions:
-The firm produces a low-cost,high-volume product.

Accepted Answer

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

The two primary roles that boundary-spanning personnel fulfill are:

Which of the following is a type of conflict experienced by boundary-spanning personnel?

All of the following are behaviors by which service employees attempt to reduce their role stress except:

The empowerment approach in which service employees are trained to manage themselves is called:

Discuss the methods in which marketing can reduce the sources of conflict felt by its employees.

Which of the following tests of reward effectiveness reflects the notion that rewards should be large enough for employees to take notice?

Discuss the three sources of conflict for boundary-spanning service workers.

One of the major lessons to learn from the service-profit chain 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 organization guarantees consistency of product and service.

Which of the following tests of reward effectiveness reflects the notion that rewards should be able to be given to anyone at anytime?

All of the following are roles of middle management except:

When a lawyer feels a conflict between what she is asked to do and her own personality,orientation,or values she is experiencing _____ conflict.

Which of the following is NOT one of the seven tests of reward effectiveness?

Empowerment coupled with a performance-based compensation method is referred to as:

A Disney tram driver that is asked to break up a fight between a feuding couple is experiencing which of the following types of conflict?

Discuss the customer profiles developed to assist customer contact personnel in dealing with "customers from hell."

Discuss the benefits and costs associated with empowerment.

Which of the following customers needs to be "moved offstage" as quickly as possible?

Empowerment approaches fall along a continuum that ranges from control-oriented to involvement-oriented.Which of the following empowerment approaches is the most control-oriented?

Indicate whether the service firm should employ a control-oriented (nonempowered) approach oran involvement-oriented (empowered) approach under each of the following conditions: -The firm produces a low-cost,high-volume product.

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

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Exam 9: People As Strategy: Managing Service Employees

The two primary roles that boundary-spanning personnel fulfill are:

Which of the following is a type of conflict experienced by boundary-spanning personnel?

All of the following are behaviors by which service employees attempt to reduce their role stress except:

The empowerment approach in which service employees are trained to manage themselves is called:

Discuss the methods in which marketing can reduce the sources of conflict felt by its employees.

Which of the following tests of reward effectiveness reflects the notion that rewards should be large enough for employees to take notice?

Discuss the three sources of conflict for boundary-spanning service workers.

One of the major lessons to learn from the service-profit chain 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 organization guarantees consistency of product and service.

Which of the following tests of reward effectiveness reflects the notion that rewards should be able to be given to anyone at anytime?

All of the following are roles of middle management except:

When a lawyer feels a conflict between what she is asked to do and her own personality,orientation,or values she is experiencing _____ conflict.

Which of the following is NOT one of the seven tests of reward effectiveness?

Empowerment coupled with a performance-based compensation method is referred to as:

A Disney tram driver that is asked to break up a fight between a feuding couple is experiencing which of the following types of conflict?

Discuss the customer profiles developed to assist customer contact personnel in dealing with "customers from hell."

Discuss the benefits and costs associated with empowerment.

Which of the following customers needs to be "moved offstage" as quickly as possible?

Empowerment approaches fall along a continuum that ranges from control-oriented to involvement-oriented.Which of the following empowerment approaches is the most control-oriented?

Indicate whether the service firm should employ a control-oriented (nonempowered) approach oran involvement-oriented (empowered) approach under each of the following conditions: -The firm produces a low-cost,high-volume product.

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