Question 1

Excellent service firms use all of the following to identify the best job candidates EXCEPT ____________.

Accepted Answer

A) observing behavior 
B) conducting personality tests 
C) interviewing applicants 
D) viewing transcripts 
E) providing applicants with realistic job previews 
A) observing behavior 
B) conducting personality tests 
C) interviewing applicants 
D) viewing transcripts 
E) providing applicants with realistic job previews

Question 2

Full-time workers perform better than part-time workers, but part-time workers are more satisfied.

Accepted Answer

A) True 
 B)False

Question 3

Service sabotage is classified as either covert displayed only to co-workers) or overt displayed only to customers).

Accepted Answer

A) True 
 B)False

Question 4

Interpersonal skills include visual communication, attentive listening, and body language and tend to be specific to each service setting.

Accepted Answer

A) True 
 B)False

Question 5

What is the key philosophy of Singapore Airlines?

Accepted Answer

The team c

Question 6

Describe how Disney selects the right people.

Accepted Answer

Disney is comprised of a multitude of fr

Question 7

Employee satisfaction typically has little impact on customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 8

Service employees are important to customers and competitive positioning, because the front line ____________.

Accepted Answer

A) is the most visible part of the firm 
B) contains more employees than management 
C) is often the first to deal with customer complaints 
D) is better trained at dealing with customers than are managers 
E) all of the above 
A) is the most visible part of the firm 
B) contains more employees than management 
C) is often the first to deal with customer complaints 
D) is better trained at dealing with customers than are managers 
E) all of the above

Question 9

Part-time customer service representatives are far less likely to be satisfied with their work as full-time staff.

Accepted Answer

A) True 
 B)False

Question 10

How are competing for employees and competing for customers similar?

Accepted Answer

Employees and customers want similar thi

Question 11

The "Cycle of Mediocrity" is most often found in large, bureaucratic organizations like regulated oligopolies.

Accepted Answer

A) True 
 B)False

Question 12

Great references from past employers are not a form of behavioral observation.

Accepted Answer

A) True 
 B)False

Question 13

Suggestion involvement empowers employees to make recommendations through formalized channels.

Accepted Answer

A) True 
 B)False

Question 14

What is job content?

Accepted Answer

Job content is when

Question 15

How is Cora Griffith's work strategy indicative of the "Cycle of Success?"

Accepted Answer

Cora Griffith's nine rules of success ex

Question 16

Define service culture.

Accepted Answer

A service culture includes sha

Question 17

What are American Express Latin America's rules for successful teams?

Accepted Answer

Each team has an own

Question 18

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

Question 19

Hiring at Southwest Airlines is best summarized by the word "humor."

Accepted Answer

A) True 
 B)False

Question 20

The four things that must be systematically redistributed throughout an organization to empower employees are ____________, ____________, ____________, and ____________.

Accepted Answer

A) rewards; power; experience; knowledge 
B) information; knowledge; experience; rewards 
C) power; information; rewards; knowledge 
D) knowledge; experience; information; power 
E) experience; power; information, technology 
A) rewards; power; experience; knowledge 
B) information; knowledge; experience; rewards 
C) power; information; rewards; knowledge 
D) knowledge; experience; information; power 
E) experience; power; information, technology

Excellent service firms use all of the following to identify the best job candidates EXCEPT ____________.

Full-time workers perform better than part-time workers, but part-time workers are more satisfied.

Service sabotage is classified as either covert displayed only to co-workers) or overt displayed only to customers).

Interpersonal skills include visual communication, attentive listening, and body language and tend to be specific to each service setting.

What is the key philosophy of Singapore Airlines?

Describe how Disney selects the right people.

Employee satisfaction typically has little impact on customer satisfaction.

Service employees are important to customers and competitive positioning, because the front line ____________.

Part-time customer service representatives are far less likely to be satisfied with their work as full-time staff.

How are competing for employees and competing for customers similar?

The "Cycle of Mediocrity" is most often found in large, bureaucratic organizations like regulated oligopolies.

Great references from past employers are not a form of behavioral observation.

Suggestion involvement empowers employees to make recommendations through formalized channels.

What is job content?

How is Cora Griffith's work strategy indicative of the "Cycle of Success?"

Define service culture.

What are American Express Latin America's rules for successful teams?

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

Hiring at Southwest Airlines is best summarized by the word "humor."

The four things that must be systematically redistributed throughout an organization to empower employees are , , , and .

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

Excellent service firms use all of the following to identify the best job candidates EXCEPT ____________.

Full-time workers perform better than part-time workers, but part-time workers are more satisfied.

Service sabotage is classified as either covert displayed only to co-workers) or overt displayed only to customers).

Interpersonal skills include visual communication, attentive listening, and body language and tend to be specific to each service setting.

What is the key philosophy of Singapore Airlines?

Describe how Disney selects the right people.

Employee satisfaction typically has little impact on customer satisfaction.

Service employees are important to customers and competitive positioning, because the front line ____________.

Part-time customer service representatives are far less likely to be satisfied with their work as full-time staff.

How are competing for employees and competing for customers similar?

The "Cycle of Mediocrity" is most often found in large, bureaucratic organizations like regulated oligopolies.

Great references from past employers are not a form of behavioral observation.

Suggestion involvement empowers employees to make recommendations through formalized channels.

What is job content?

How is Cora Griffith's work strategy indicative of the "Cycle of Success?"

Define service culture.

What are American Express Latin America's rules for successful teams?

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

Hiring at Southwest Airlines is best summarized by the word "humor."

The four things that must be systematically redistributed throughout an organization to empower employees are ____________, ____________, ____________, and ____________.

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

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

The four things that must be systematically redistributed throughout an organization to empower employees are , , , and .