Exam 4: The Service Encounter

In the service profit-chain model, which one of the following was not listed as a component of the internal service delivery system?

A customers who becomes intoxicated and disruptive is an example of:

Conducting a pre-employment interview that requires the applicant to answer a question regarding a specific episode is called a situational vignette.

The Disney organization refers to its employees as cast members in order to promote its organizational culture.

Delegation is acting on another's behalf.

Informal ethical controls are necessary to set boundaries for what is considered acceptable behavior

In the service encounter triad, the potential conflict between the service organization and its contact personnel is one of efficiency vs. satisfaction.

The most important attribute of customer-contact personnel is:

The most common reason for difficulties during the interaction of customers and contact personnel is:

The service profit chain argues that internal quality drives leads to profitability and growth.

Which of the following is not a classification of shopping attitude for a service customer?

Self-service falls into the Technology - ______ service encounter category.

Acceptance of new technology by customers is hampered because a new script must be learned.

A self-service gasoline station that is equipped with a credit card reader is an example of a customer-dominated service encounter.

Situational vignette, role playing, and direct questioning all have been used in evaluating potential front-line employees.

____________ is not an example of unethical customer-contact behavior.

Empowerment begins with delegation.

Employee empowered service companies have committed to all but one of the following:

When the customer's role is built into the service delivery system, he or she is said to be a coproducer.

Which of the following is the least likely source of difficulty with interactions between customers and contact personnel?