Question 1

Which one of the following service audit questions does NOT belong within the profit and growth component?

Accepted Answer

A) How does the firm define customer loyalty? 
B) Does the firm set employee retention goals? 
C) Does the firm measure profits from referrals? 
D) What proportion of funds are spent on customer retention as opposed to attracting new customers? 
E) When customers do not return,do we know why? 
A) How does the firm define customer loyalty? 
B) Does the firm set employee retention goals? 
C) Does the firm measure profits from referrals? 
D) What proportion of funds are spent on customer retention as opposed to attracting new customers? 
E) When customers do not return,do we know why?

Question 2

Discuss the major objectives of a service audit.

Accepted Answer

The service audit directs the firm to th

Question 3

Which of the following service audit question does NOT belong within the external service value component?

Accepted Answer

A) How does the firm measure value? 
B) How is information on customer perceptions of the firm's value shared within the company? 
C) Does the firm actively measure the gap between customer expectations and perceptions of services delivered? 
D) Is service recovery an active strategy discussed among management and employees? 
E) Are employees aware of internal and external customers? 
A) How does the firm measure value? 
B) How is information on customer perceptions of the firm's value shared within the company? 
C) Does the firm actively measure the gap between customer expectations and perceptions of services delivered? 
D) Is service recovery an active strategy discussed among management and employees? 
E) Are employees aware of internal and external customers?

Question 4

Which of the following service audit questions belong within the employee productivity component?

Accepted Answer

A) How does the firm define customer loyalty? 
B) Does the firm set employee retention goals? 
C) Does the firm measure profits from referrals? 
D) How does the firm measure employee productivity? 
E) When customers do not return,do we know why? 
A) How does the firm define customer loyalty? 
B) Does the firm set employee retention goals? 
C) Does the firm measure profits from referrals? 
D) How does the firm measure employee productivity? 
E) When customers do not return,do we know why?

Question 5

____ the belief that the function of something rather than the experience it creates should determine its design.

Accepted Answer

A) Marketing orientation 
B) Marketing functions 
C) Departmentalization 
D) Functionalism 
E) Operation orientation 
A) Marketing orientation 
B) Marketing functions 
C) Departmentalization 
D) Functionalism 
E) Operation orientation

Question 6

The Services Triangle framework visually depicts how many key relationships that comprise the market-focused management approach?

Accepted Answer

A) 2 
B) 3 
C) 4 
D) 5 
E) 6 
A) 2 
B) 3 
C) 4 
D) 5 
E) 6

Question 7

Which of the following is NOT a major component of the service audit?

Accepted Answer

A) profit and growth audit 
B) employee productivity audit 
C) customer satisfaction audit 
D) servuction system audit 
E) leadership audit 
A) profit and growth audit 
B) employee productivity audit 
C) customer satisfaction audit 
D) servuction system audit 
E) leadership audit

Question 8

The act of dividing an organization into departments that focus on their own set of activities is called:

Accepted Answer

A) marketing orientation. 
B) marketing functions. 
C) departmentalization. 
D) functionalism. 
E) operation orientation. 
A) marketing orientation. 
B) marketing functions. 
C) departmentalization. 
D) functionalism. 
E) operation orientation.

Question 9

____ logic promotes seamlessness by balancing the internal logics of marketing,operations,and human resources.

Accepted Answer

A) Marketing 
B) Finance 
C) Service 
D) Operations 
E) Human resources 
A) Marketing 
B) Finance 
C) Service 
D) Operations 
E) Human resources

Question 10

Explain the relevance of interfunctional task forces and interfunctional transfers as they relate to corporate culture.

Accepted Answer

Interfunctional task forces are problem-

Question 11

____ is the shared values and beliefs that drive an organization's overall service philosophy.

Accepted Answer

A) Culture 
B) Structure 
C) Systems 
D) Functionalism 
E) Marketing orientation 
A) Culture 
B) Structure 
C) Systems 
D) Functionalism 
E) Marketing orientation

Question 12

The cultural change initiative,"change the way we work" is most directly related to:

Accepted Answer

A) empowerment. 
B) enfranchisement. 
C) re-engineering. 
D) recruitment. 
E) training. 
A) empowerment. 
B) enfranchisement. 
C) re-engineering. 
D) recruitment. 
E) training.

Question 13

____ logic stresses recruiting quality personnel and developing training programs that enhance the performance of existing personnel.

Accepted Answer

A) Marketing 
B) Finance 
C) Accounting 
D) Operations 
E) Human resources 
A) Marketing 
B) Finance 
C) Accounting 
D) Operations 
E) Human resources

Question 14

Discuss the importance of organizational culture

Accepted Answer

A service firm's culture reflects the sh

Question 15

____ logic stresses cost containment and cost reduction through mass production.

Accepted Answer

A) Marketing 
B) Finance 
C) Accounting 
D) Operations 
E) Human resources 
A) Marketing 
B) Finance 
C) Accounting 
D) Operations 
E) Human resources

Question 16

Discuss the concept of seamlessness.

Accepted Answer

In order to provide service excellence,t

Question 17

The department within the firm that traditionally acts as an advocate for the consumer is:

Accepted Answer

A) finance. 
B) marketing. 
C) accounting. 
D) information systems. 
E) management. 
A) finance. 
B) marketing. 
C) accounting. 
D) information systems. 
E) management.

Question 18

The use of interfunctional task forces and interfunctional transfers are an attempt to change the organization's culture through:

Accepted Answer

A) systems. 
B) structure. 
C) people. 
D) rewards. 
E) culture-change initiatives. 
A) systems. 
B) structure. 
C) people. 
D) rewards. 
E) culture-change initiatives.

Question 19

The organizational model that focuses on the components of the firm that facilitate the firm's service delivery system is referred to as the _____ model.

Accepted Answer

A) customer perceptions 
B) market-focused management 
C) industrial management 
D) market competencies 
E) attributes-focused management 
A) customer perceptions 
B) market-focused management 
C) industrial management 
D) market competencies 
E) attributes-focused management

Question 20

Service firms often find themselves in a three-cornered fight between:

Accepted Answer

A) engineering,production,and accounting. 
B) marketing,finance,and human resources. 
C) operations,accounting,and marketing. 
D) human resources,marketing,and operations. 
E) production,finance,and accounting. 
A) engineering,production,and accounting. 
B) marketing,finance,and human resources. 
C) operations,accounting,and marketing. 
D) human resources,marketing,and operations. 
E) production,finance,and accounting.

Which one of the following service audit questions does NOT belong within the profit and growth component?

Discuss the major objectives of a service audit.

Which of the following service audit question does NOT belong within the external service value component?

Which of the following service audit questions belong within the employee productivity component?

____ the belief that the function of something rather than the experience it creates should determine its design.

The Services Triangle framework visually depicts how many key relationships that comprise the market-focused management approach?

Which of the following is NOT a major component of the service audit?

The act of dividing an organization into departments that focus on their own set of activities is called:

____ logic promotes seamlessness by balancing the internal logics of marketing,operations,and human resources.

Explain the relevance of interfunctional task forces and interfunctional transfers as they relate to corporate culture.

____ is the shared values and beliefs that drive an organization's overall service philosophy.

The cultural change initiative,"change the way we work" is most directly related to:

____ logic stresses recruiting quality personnel and developing training programs that enhance the performance of existing personnel.

Discuss the importance of organizational culture

____ logic stresses cost containment and cost reduction through mass production.

Discuss the concept of seamlessness.

The department within the firm that traditionally acts as an advocate for the consumer is:

The use of interfunctional task forces and interfunctional transfers are an attempt to change the organization's culture through:

The organizational model that focuses on the components of the firm that facilitate the firm's service delivery system is referred to as the _____ model.

Service firms often find themselves in a three-cornered fight between:

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 Employees

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

Filters

Exam 15: Pulling the Pieces Together: Creating a World Class Service Culture

Which one of the following service audit questions does NOT belong within the profit and growth component?

Discuss the major objectives of a service audit.

Which of the following service audit question does NOT belong within the external service value component?

Which of the following service audit questions belong within the employee productivity component?

____ the belief that the function of something rather than the experience it creates should determine its design.

The Services Triangle framework visually depicts how many key relationships that comprise the market-focused management approach?

Which of the following is NOT a major component of the service audit?

The act of dividing an organization into departments that focus on their own set of activities is called:

____ logic promotes seamlessness by balancing the internal logics of marketing,operations,and human resources.

Explain the relevance of interfunctional task forces and interfunctional transfers as they relate to corporate culture.

____ is the shared values and beliefs that drive an organization's overall service philosophy.

The cultural change initiative,"change the way we work" is most directly related to:

____ logic stresses recruiting quality personnel and developing training programs that enhance the performance of existing personnel.

Discuss the importance of organizational culture

____ logic stresses cost containment and cost reduction through mass production.

Discuss the concept of seamlessness.

The department within the firm that traditionally acts as an advocate for the consumer is:

The use of interfunctional task forces and interfunctional transfers are an attempt to change the organization's culture through:

The organizational model that focuses on the components of the firm that facilitate the firm's service delivery system is referred to as the _____ model.

Service firms often find themselves in a three-cornered fight between:

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 Employees

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

Filters