Question 1

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 2

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 A

Question 3

Employee satisfaction typically has little impact on customer satisfaction.

Accepted Answer

A) True 
 B)False  False

Question 4

E-mail and telephone service interactions are just as visible as face-to-face interactions.

Accepted Answer

A) True 
 B)False

Question 5

Customer contact personnel have to attend to both operational and marketing goals and this causes person/role conflict.

Accepted Answer

A) True 
 B)False

Question 6

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

Question 7

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 8

What are the three levels of employee involvement?

Accepted Answer

Suggestion involveme

Question 9

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

Accepted Answer

Failure to measure all relevant costs is

Question 10

Technical skills encompass all the required knowledge related to processes.

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

The range

Question 12

Boundary spanners work in some of the most demanding jobs in service firms.

Accepted Answer

A) True 
 B)False

Question 13

One of Ritz-Carlton's hiring principle 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

Question 14

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 15

How can firms build a strong service culture?

Accepted Answer

A strong service culture is one where th

Question 16

Empowerment is suitable for all situations.

Accepted Answer

A) True 
 B)False

Question 17

Training is most effective at reducing ____________.

Accepted Answer

A)  person/role stress 
B)  organization/client conflict 
C)  interclient conflict 
D)  interorganizational conflict 
E)  intraorganizational conflict 
A)  person/role stress 
B)  organization/client conflict 
C)  interclient conflict 
D)  interorganizational conflict 
E)  intraorganizational conflict

Question 18

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 19

Give two reasons for using multiple interviewers?

Accepted Answer

Multiple interviewers reduce t

Question 20

Describe how Disney selects the right people.
e.g. computer operators). Each is selected for their jobs based on intrinsic qualities that cannot be taught.
e.g. playing Snow White at a Disney theme park). Backstage are likewise suited for their positions

Accepted Answer

Disney is comprised of a multitude of fr

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

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

Employee satisfaction typically has little impact on customer satisfaction.

E-mail and telephone service interactions are just as visible as face-to-face interactions.

Customer contact personnel have to attend to both operational and marketing goals and this causes person/role conflict.

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

Employees should be trained in all these areas EXCEPT ____________.

What are the three levels of employee involvement?

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

Technical skills encompass all the required knowledge related to processes.

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

Boundary spanners work in some of the most demanding jobs in service firms.

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

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

How can firms build a strong service culture?

Empowerment is suitable for all situations.

Training is most effective at reducing ____________.

Emotional labor is when employees ____________.

Give two reasons for using multiple interviewers?

Describe how Disney selects the right people. e.g. computer operators). Each is selected for their jobs based on intrinsic qualities that cannot be taught. e.g. playing Snow White at a Disney theme park). Backstage are likewise suited for their positions

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing 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

Organizing for Change Management and Service Leadership

Filters

Exam 11: Managing People for Service Advantage

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

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

Employee satisfaction typically has little impact on customer satisfaction.

E-mail and telephone service interactions are just as visible as face-to-face interactions.

Customer contact personnel have to attend to both operational and marketing goals and this causes person/role conflict.

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

Employees should be trained in all these areas EXCEPT ____________.

What are the three levels of employee involvement?

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

Technical skills encompass all the required knowledge related to processes.

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

Boundary spanners work in some of the most demanding jobs in service firms.

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

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

How can firms build a strong service culture?

Empowerment is suitable for all situations.

Training is most effective at reducing ____________.

Emotional labor is when employees ____________.

Give two reasons for using multiple interviewers?

Describe how Disney selects the right people. e.g. computer operators). Each is selected for their jobs based on intrinsic qualities that cannot be taught. e.g. playing Snow White at a Disney theme park). Backstage are likewise suited for their positions

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing 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

Organizing for Change Management and Service Leadership

Filters

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