Question 1

Organizational culture includes all of the following EXCEPT ____________.

Accepted Answer

A) shared perceptions or themes regarding what is important in the organization 
B) shared values about what is right and wrong 
C) shared understanding about what works and what doesn't work 
D) shared beliefs, and assumptions about why these things are important 
E) diverse styles of working and relating to others 
A) shared perceptions or themes regarding what is important in the organization 
B) shared values about what is right and wrong 
C) shared understanding about what works and what doesn't work 
D) shared beliefs, and assumptions about why these things are important 
E) diverse styles of working and relating to others

Question 2

Internal links in the Service-Profit Chain include customer satisfaction and loyalty.

Accepted Answer

A) True 
 B)False

Question 3

As a result of the process of service delivery speeding up, with customers demanding faster service and faster responses when things go wrong, managers now spend up to ____________ of their time leading.

Accepted Answer

A) 10 percent 
B) 25 percent 
C) 40 percent 
D) 65 percent 
E) 80 percent 
A) 10 percent 
B) 25 percent 
C) 40 percent 
D) 65 percent 
E) 80 percent

Question 4

Which of the following is a component of service performance discussed under the marketing function?

Accepted Answer

A) Service quality 
B) Service delivery 
C) Productivity 
D) Workforce 
E) Role of operations 
A) Service quality 
B) Service delivery 
C) Productivity 
D) Workforce 
E) Role of operations

Question 5

Top management must proactively evolve the focus and strategy of the firm to take advantage of changing conditions and the advent of new technologies.

Accepted Answer

A) True 
 B)False

Question 6

List the links in the Service-Profit Chain.

Accepted Answer

Customer loyalty drives profitability an

Question 7

List one of Cirque Du Soleil's main competitors.

Accepted Answer

Cirque Elo

Question 8

"Management by wandering" is an approach that exemplifies unsuccessful managers.

Accepted Answer

A) True 
 B)False

Question 9

Describe Cirque Du Soleil's critical financial issue.

Accepted Answer

Cirque's core market is becoming crowded

Question 10

Which of the following is NOT one of the characteristics of effective service leadership according to Pernille Spiers-Lopez of IKEA?

Accepted Answer

A) being authentic and not afraid to face mistakes 
B) self-examination 
C) putting in extra hours beyond the 40 hour work week 
D) personal values 
E) trusting the people around, and being trusted 
A) being authentic and not afraid to face mistakes 
B) self-examination 
C) putting in extra hours beyond the 40 hour work week 
D) personal values 
E) trusting the people around, and being trusted

Question 11

Cirque Du Soleil claims that they didn't reinvent the circus, they simply repackaged a way of presenting the circus show in a much more modern way.

Accepted Answer

A) True 
 B)False

Question 12

Describe the Service Science, Management and Engineering initiative created by IBM.

Accepted Answer

The SSME initiative combines knowledge i

Question 13

____________ in a business context involves continual mutations designed to ensure survival of the fittest.

Accepted Answer

A) Manifest 
B) Design 
C) Preparation 
D) Evolution 
E) Planning 
A) Manifest 
B) Design 
C) Preparation 
D) Evolution 
E) Planning

Question 14

Which of the following is one of the three functional imperatives in services management?

Accepted Answer

A) The management function. 
B) The outputs function. 
C) The inputs function. 
D) The servicescape function. 
E) The human resources function. 
A) The management function. 
B) The outputs function. 
C) The inputs function. 
D) The servicescape function. 
E) The human resources function.

Question 15

What did Sam Walton, founder of Wal-Mart, highlight the role of managers as?

Accepted Answer

The answer of What did Sam Walton, founder of Wal-Mart,...

Question 16

What are the four levels of service performance according to the chapter?

Accepted Answer

Service losers, serv

Question 17

High-value creating enterprises should be thinking in terms of functions, not activities.

Accepted Answer

A) True 
 B)False

Question 18

Which service industry has the closest link between customer satisfaction and shareholder value?

Accepted Answer

A) Hotels 
B) Airlines 
C) Parcel delivery 
D) Department stores 
E) Food processing 
A) Hotels 
B) Airlines 
C) Parcel delivery 
D) Department stores 
E) Food processing

Question 19

Organizations that are devoted to satisfying their current customers may miss important shifts in the marketplace and find them turning into has-beens.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is NOT one of the eight stages John Kotter argues that leadership roles must navigate through during change management?

Accepted Answer

A) Creating a sense of urgency to develop the impetus for change. 
B) Creating an appropriate vision of where the organization needs to go. 
C) Producing sufficient short-term results to create credibility and counter cynicism. 
D) Building momentum and using that to tackle the tougher change problems. 
E) Controlling employees so they do not act on impulse. 
A) Creating a sense of urgency to develop the impetus for change. 
B) Creating an appropriate vision of where the organization needs to go. 
C) Producing sufficient short-term results to create credibility and counter cynicism. 
D) Building momentum and using that to tackle the tougher change problems. 
E) Controlling employees so they do not act on impulse.

Organizational culture includes all of the following EXCEPT ____________.

Internal links in the Service-Profit Chain include customer satisfaction and loyalty.

As a result of the process of service delivery speeding up, with customers demanding faster service and faster responses when things go wrong, managers now spend up to ____________ of their time leading.

Which of the following is a component of service performance discussed under the marketing function?

Top management must proactively evolve the focus and strategy of the firm to take advantage of changing conditions and the advent of new technologies.

List the links in the Service-Profit Chain.

List one of Cirque Du Soleil's main competitors.

"Management by wandering" is an approach that exemplifies unsuccessful managers.

Describe Cirque Du Soleil's critical financial issue.

Which of the following is NOT one of the characteristics of effective service leadership according to Pernille Spiers-Lopez of IKEA?

Cirque Du Soleil claims that they didn't reinvent the circus, they simply repackaged a way of presenting the circus show in a much more modern way.

Describe the Service Science, Management and Engineering initiative created by IBM.

____________ in a business context involves continual mutations designed to ensure survival of the fittest.

Which of the following is one of the three functional imperatives in services management?

What did Sam Walton, founder of Wal-Mart, highlight the role of managers as?

What are the four levels of service performance according to the chapter?

High-value creating enterprises should be thinking in terms of functions, not activities.

Which service industry has the closest link between customer satisfaction and shareholder value?

Organizations that are devoted to satisfying their current customers may miss important shifts in the marketplace and find them turning into has-beens.

Which of the following is NOT one of the eight stages John Kotter argues that leadership roles must navigate through during change management?

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Distributing Services through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Filters

Exam 15: Striving for Service Leadership

Organizational culture includes all of the following EXCEPT ____________.

Internal links in the Service-Profit Chain include customer satisfaction and loyalty.

As a result of the process of service delivery speeding up, with customers demanding faster service and faster responses when things go wrong, managers now spend up to ____________ of their time leading.

Which of the following is a component of service performance discussed under the marketing function?

Top management must proactively evolve the focus and strategy of the firm to take advantage of changing conditions and the advent of new technologies.

List the links in the Service-Profit Chain.

List one of Cirque Du Soleil's main competitors.

"Management by wandering" is an approach that exemplifies unsuccessful managers.

Describe Cirque Du Soleil's critical financial issue.

Which of the following is NOT one of the characteristics of effective service leadership according to Pernille Spiers-Lopez of IKEA?

Cirque Du Soleil claims that they didn't reinvent the circus, they simply repackaged a way of presenting the circus show in a much more modern way.

Describe the Service Science, Management and Engineering initiative created by IBM.

____________ in a business context involves continual mutations designed to ensure survival of the fittest.

Which of the following is one of the three functional imperatives in services management?

What did Sam Walton, founder of Wal-Mart, highlight the role of managers as?

What are the four levels of service performance according to the chapter?

High-value creating enterprises should be thinking in terms of functions, not activities.

Which service industry has the closest link between customer satisfaction and shareholder value?

Organizations that are devoted to satisfying their current customers may miss important shifts in the marketplace and find them turning into has-beens.

Which of the following is NOT one of the eight stages John Kotter argues that leadership roles must navigate through during change management?

New Perspectives on Marketing in the Service Economy

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements C

Distributing Services through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing and Managing Service Processes

Balancing Demand and Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Filters