Question 1

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 E

Question 2

Give two reasons for using multiple interviewers?

Accepted Answer

Multiple interviewers reduce the risk of "similar-to-me" biases and people are more careful in their evaluations when they know someone else is evaluating the same applicant.

Question 3

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

Accepted Answer

A) True 
 B)False  True

Question 4

Well managed unionized organizations ____________.

Accepted Answer

A)  may still be quite successful 
B)  will be replaced by non-unionized organizations 
C)  will still fall short of success goals 
D)  use unions as excuses for poor performance 
E)  all of the above 
A)  may still be quite successful 
B)  will be replaced by non-unionized organizations 
C)  will still fall short of success goals 
D)  use unions as excuses for poor performance 
E)  all of the above

Question 5

From the customer's perspective which of the following is the most important aspect of service?

Accepted Answer

A)  Management's responsiveness to occurrences of failure. 
B)  Timely delivery of service. 
C)  Efficient handling of special requests. 
D)  The encounter with service staff. 
E)  A fair price. 
A)  Management's responsiveness to occurrences of failure. 
B)  Timely delivery of service. 
C)  Efficient handling of special requests. 
D)  The encounter with service staff. 
E)  A fair price.

Question 6

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 7

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

Accepted Answer

The range

Question 8

Describe how Disney selects the right people.

Accepted Answer

Disney is comprised of a multitude of fr

Question 9

What are the three levels of employee involvement?

Accepted Answer

Suggestion involveme

Question 10

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 11

What is the key philosophy of Singapore Airlines?

Accepted Answer

The team c

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

Failure to measure all relevant costs is

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

What are the three main causes of role stress in frontline positions?

Accepted Answer

Person/role, organiz

Question 16

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 17

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

Question 18

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 19

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 20

Suggestion involvement empowers employees to make recommendations through formalized channels.

Accepted Answer

A) True 
 B)False

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

Give two reasons for using multiple interviewers?

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

Well managed unionized organizations ____________.

From the customer's perspective which of the following is the most important aspect of service?

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

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

Describe how Disney selects the right people.

What are the three levels of employee involvement?

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?

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

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

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

What are the three main causes of role stress in frontline positions?

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

When firms are organized by functional structures ____________.

Training is most effective at reducing ____________.

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

Suggestion involvement empowers employees to make recommendations through formalized channels.

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

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

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

Give two reasons for using multiple interviewers?

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

Well managed unionized organizations ____________.

From the customer's perspective which of the following is the most important aspect of service?

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

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

Describe how Disney selects the right people.

What are the three levels of employee involvement?

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?

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

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

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

What are the three main causes of role stress in frontline positions?

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

When firms are organized by functional structures ____________.

Training is most effective at reducing ____________.

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

Suggestion involvement empowers employees to make recommendations through formalized channels.

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

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 .