Exam 6: Leveraging the People Factor

The boundary spanners in a service organization are

What recommendations would you offer to service organizations that want to maximize the productivity of their employees?

Service personnel who fall short of operating at the maximum end of the discretionary effort scale run the risk of being viewed as ______________ when they are ___________ to discharge their responsibilities but are ______________ to do so.

COMPLETION QUESTIONS Boundary Spanners Mystery Shopping Technical Skills Empowerment Theatrical Improvisation Jazz Improvisation Social Skills Discretionary Effort Double-Barreled Internal Marketing Cross-Training Emotional Labor Emotional Intelligence Costumes -___________ is the management practice of sharing information,rewards,knowledge,and power with frontline employees so that they can better respond to customers' needs and expectations.

What is meant by improvisation,and how might it help to produce a superior customer experience?

COMPLETION QUESTIONS Boundary Spanners Mystery Shopping Technical Skills Empowerment Theatrical Improvisation Jazz Improvisation Social Skills Discretionary Effort Double-Barreled Internal Marketing Cross-Training Emotional Labor Emotional Intelligence Costumes -Techniques imparted by _______________ provide service workers with skills in reading and responding to customer cues.

Which of the following activities should a service organization consider using to maximize the productivity of its employees?

Which of the following characteristics may be advantages that can be realized by service organizations that costume their service personnel?

With respect to service personnel,great social skills compensate for poor technical skills.

Should all service organizations require their service employees to wear corporate costumes? Explain your answer.

As the owner of a local service organization,you noticed that other service organizations in your community are beginning to offer the same core service that you do.Furthermore,you are not able to change your core service or modify your service offerings.The only element of the services marketing mix that you'll be able to modify is the people factor.How can you achieve differentiation through the people factor?

Many service organizations have adopted the practice of employee empowerment as a way of leveraging the people factor.

Which of the following is NOT a benefit of empowerment?

COMPLETION QUESTIONS Boundary Spanners Mystery Shopping Technical Skills Empowerment Theatrical Improvisation Jazz Improvisation Social Skills Discretionary Effort Double-Barreled Internal Marketing Cross-Training Emotional Labor Emotional Intelligence Costumes -The _____________ of a service worker have to do with the manner in which the employee interacts with customers and fellow workers.

A service organization's service personnel often have the greatest impact on the long-term success of the service organization itself.

Who are the boundary spanners within a service organization,and why are they important?

During a recent meeting of top management,the topic of empowerment was debated.Some of the managers argued in support of empowering the service workers,whereas other managers indicated that empowerment was not desirable for the firm.You are the secretary to the meeting and need to summarize the debate for the meeting minutes.Summarize the advantages and disadvantages of empowerment that should have been discussed during the meeting.

What does it mean when a service organization leverages the people factor?

COMPLETION QUESTIONS Boundary Spanners Mystery Shopping Technical Skills Empowerment Theatrical Improvisation Jazz Improvisation Social Skills Discretionary Effort Double-Barreled Internal Marketing Cross-Training Emotional Labor Emotional Intelligence Costumes -Service management should strive to create a service climate that is conducive to a positive customer experience through employees' _______________ .

Which of the following conditions is NOT considered a cost of empowerment?