Question 1

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 2

How are competing for employees and competing for customers similar?

Accepted Answer

Employees and customers want similar thi

Question 3

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

Accepted Answer

Any of the following five:
1) Achieving

Question 4

Employee satisfaction typically has little impact on customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 5

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

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

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 8

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

Accepted Answer

A) True 
 B)False

Question 9

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 10

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

Question 11

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 12

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 13

Give an example of service sabotage.

Accepted Answer

Having something unh

Question 14

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

Accepted Answer

Cora Griffith's nine rules of success ex

Question 15

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

Accepted Answer

Each team has an own

Question 16

Define service culture.

Accepted Answer

A service culture includes sha

Question 17

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 18

What is job content?

Accepted Answer

Job content is when

Question 19

All employees are eager to be empowered.

Accepted Answer

A) True 
 B)False

Question 20

Technical skills encompass all the required knowledge related to processes.

Accepted Answer

A) True 
 B)False

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

How are competing for employees and competing for customers similar?

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

Employee satisfaction typically has little impact on customer satisfaction.

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

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

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

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

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

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

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.

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

Give an example of service sabotage.

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

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

Define service culture.

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

What is job content?

All employees are eager to be empowered.

Technical skills encompass all the required knowledge related to processes.

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

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

How are competing for employees and competing for customers similar?

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

Employee satisfaction typically has little impact on customer satisfaction.

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

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

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

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

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

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

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.

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

Give an example of service sabotage.

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

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

Define service culture.

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

What is job content?

All employees are eager to be empowered.

Technical skills encompass all the required knowledge related to processes.

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

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