Question 1

Empowerment is based on the "control" model that assumes employees are capable of making good decisions.

Accepted Answer

A) True 
 B)False  False

Question 2

When firms are organized by functional structures ____________.

Accepted Answer

A) employees fall between the cracks 
B) customers fall between the cracks 
C) internal service teams view customers as their own 
D) service is faster 
E) fewer errors occur 
A) employees fall between the cracks 
B) customers fall between the cracks 
C) internal service teams view customers as their own 
D) service is faster 
E) fewer errors occur B

Question 3

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

Accepted Answer

Failure to measure all relevant costs is a key contributor to the cycle of failure. A firm saves money on pay, but loses money through employee and customer channels. Inherent in high turnover situations are the costs of constant recruiting, hiring, and training costs. New employees are also less productive than seasoned employees due to learning curves. Attracting new customers costs much more than retaining current customers because of continued advertising and promotional campaigns.

Question 4

Companies that engage in a "Cycle of Success" are more likely to have which of the following?

Accepted Answer

A) Happier employees 
B) More loyal customers 
C) Higher profit margins 
D) Better wages 
E) All of the above 
A) Happier employees 
B) More loyal customers 
C) Higher profit margins 
D) Better wages 
E) All of the above

Question 5

Southwest Airlines illustrates a high-involvement company.

Accepted Answer

A) True 
 B)False

Question 6

Dial-A-Mattress uses what technique to train and develop staff?

Accepted Answer

A) empowerment 
B) coercion 
C) coaching 
D) humor 
E) behavioral modification 
A) empowerment 
B) coercion 
C) coaching 
D) humor 
E) behavioral modification

Question 7

Discuss why service centers and service hotlines are important or unimportant to customer perceptions of service firms. Give an example to back up your argument.

Accepted Answer

Service centers can play a critical role

Question 8

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

Accepted Answer

The range

Question 9

A strategy of empowerment is most likely to be appropriate when which of the following factors are present within the organization and its environment?

Accepted Answer

A) The business strategy is not too customized 
B) The organization uses routine technology. 
C) The business environment is stable. 
D) Customer interactions are relational as opposed to transactional. 
E) All of the above. 
A) The business strategy is not too customized 
B) The organization uses routine technology. 
C) The business environment is stable. 
D) Customer interactions are relational as opposed to transactional. 
E) All of the above.

Question 10

Organizations that display a commitment to effective human resources management are characterized by ____________.

Accepted Answer

A) a lack of verifiable industry distinction and market separation 
B) a distinctive culture of service leadership and role modeling by top management 
C) a system of intensive rules and regulations 
D) an increase in market share and lower acquisition costs 
E) mediocrity and high employee turnover 
A) a lack of verifiable industry distinction and market separation 
B) a distinctive culture of service leadership and role modeling by top management 
C) a system of intensive rules and regulations 
D) an increase in market share and lower acquisition costs 
E) mediocrity and high employee turnover

Question 11

What are two of the five key points to note for effective goal setting?

Accepted Answer

Any of the following five:
1) Achieving

Question 12

What are the three levels of employee involvement?

Accepted Answer

Suggestion involveme

Question 13

The Nordstrom sales associate replacing shirts at no cost to the client 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 14

Southwest's fundamental hiring principle is ____________.

Accepted Answer

A) maintain a tight knit group 
B) hire people with the right attitude 
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 attitude 
C) "training, training, training" 
D) customer service is first 
E) new hires lead the way

Question 15

Give an example of service sabotage.

Accepted Answer

Having something unh

Question 16

The "Cycle of Failure" includes all of the following EXCEPT ____________.

Accepted Answer

A) emphasis on rules 
B) emphasis on attracting new customers 
C) adequate pay and job security 
D) low skill levels 
E) use of technology to control quality 
A) emphasis on rules 
B) emphasis on attracting new customers 
C) adequate pay and job security 
D) low skill levels 
E) use of technology to control quality

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

Employee satisfaction is both necessary and sufficient for having high performing staff.

Accepted Answer

A) True 
 B)False

Question 19

All employees are eager to be empowered.

Accepted Answer

A) True 
 B)False

Question 20

The Ritz-Carlton uses personality profiles to select the best applicants.

Accepted Answer

A) True 
 B)False

Empowerment is based on the "control" model that assumes employees are capable of making good decisions.

When firms are organized by functional structures ____________.

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

Companies that engage in a "Cycle of Success" are more likely to have which of the following?

Southwest Airlines illustrates a high-involvement company.

Dial-A-Mattress uses what technique to train and develop staff?

Discuss why service centers and service hotlines are important or unimportant to customer perceptions of service firms. Give an example to back up your argument.

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

A strategy of empowerment is most likely to be appropriate when which of the following factors are present within the organization and its environment?

Organizations that display a commitment to effective human resources management are characterized by ____________.

What are two of the five key points to note for effective goal setting?

What are the three levels of employee involvement?

The Nordstrom sales associate replacing shirts at no cost to the client is an example of ____________.

Southwest's fundamental hiring principle is ____________.

Give an example of service sabotage.

The "Cycle of Failure" includes all of the following EXCEPT ____________.

Training is most effective at reducing ____________.

Employee satisfaction is both necessary and sufficient for having high performing staff.

All employees are eager to be empowered.

The Ritz-Carlton uses personality profiles to select the best applicants.

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 Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters

Exam 11: Managing People for Service Advantage

Empowerment is based on the "control" model that assumes employees are capable of making good decisions.

When firms are organized by functional structures ____________.

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

Companies that engage in a "Cycle of Success" are more likely to have which of the following?

Southwest Airlines illustrates a high-involvement company.

Dial-A-Mattress uses what technique to train and develop staff?

Discuss why service centers and service hotlines are important or unimportant to customer perceptions of service firms. Give an example to back up your argument.

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

A strategy of empowerment is most likely to be appropriate when which of the following factors are present within the organization and its environment?

Organizations that display a commitment to effective human resources management are characterized by ____________.

What are two of the five key points to note for effective goal setting?

What are the three levels of employee involvement?

The Nordstrom sales associate replacing shirts at no cost to the client is an example of ____________.

Southwest's fundamental hiring principle is ____________.

Give an example of service sabotage.

The "Cycle of Failure" includes all of the following EXCEPT ____________.

Training is most effective at reducing ____________.

Employee satisfaction is both necessary and sufficient for having high performing staff.

All employees are eager to be empowered.

The Ritz-Carlton uses personality profiles to select the best applicants.

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 Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Striving for Service Leadership

Filters