Exam 6: Leveraging 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 -The _____________ of service workers have to do with the proficiency with which they perform their tasks.

Empowerment is not a good idea for service organizations that adopt customized service as a business strategy and consider building long-term relationships a goal.

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 -___________ refers to a technique in which researchers pose as customers to assess the quality of the service the employee delivers.

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 -_____________ training focuses on the development of employees' technical and social skills.

Frontstage service personnel make a big difference in how customers perceive and respond to a service organization.

The responsibility of creating a favorable emotional customer response can take a toll on frontline service employees.

When service employees are laboring at the maximum end of the discretionary effort scale,customers are likely to hear employee mutterings such as "I do not know,I only work here."

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 -Organizational __________________ are employees in an organization that link the organization with its customers.

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 used to train personnel to be able to perform multiple tasks within the service organization.

The personnel aspect of services is very important for all of the listed reasons EXCEPT

Why are service organizations recommended to develop an emotional intelligence,and how might it be developed?

Which of the following,if any,is NOT a disadvantage associated with costuming service personnel?

Which of the following service organization directives is NOT required for increasing the likelihood that a service organization's employees will be excellent performers?

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 term given to treating employees as internal customers of the organization.