Question 1

All of the following are characteristics of a service organization with an inverted "T" structure, except:

Accepted Answer

A)  the layers of supervision are reduced. 
B)  contact personnel are trained, motivated, and supplied with timely computer-based information. 
C)  the service encounter is managed at the point of delivery. 
D)  limiting discretion of contact personnel. 
A)  the layers of supervision are reduced. 
B)  contact personnel are trained, motivated, and supplied with timely computer-based information. 
C)  the service encounter is managed at the point of delivery. 
D)  limiting discretion of contact personnel.

Question 2

A service organization's culture is communicated by all but one of the following methods?

Accepted Answer

A)  Choice of language. 
B)  Use of stories. 
C)  Motto 
D)  Manual 
A)  Choice of language. 
B)  Use of stories. 
C)  Motto 
D)  Manual

Question 3

The effectiveness of an online encounter can be measured using E-S-QUAL.

Accepted Answer

A) True 
 B)False

Question 4

A customer who does not clear his or her table at a fast-food restaurant has violated his or her script.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following occurrences would be considered a "moment of truth" in a restaurant setting?

Accepted Answer

A)  A diner considering the amount of tip to leave. 
B)  A child telling his parent what item on the menu looks good. 
C)  A waiter telling the cook what he really thinks of the manager. 
D)  A receptionist assigning a table to a customer. 
A)  A diner considering the amount of tip to leave. 
B)  A child telling his parent what item on the menu looks good. 
C)  A waiter telling the cook what he really thinks of the manager. 
D)  A receptionist assigning a table to a customer.

Question 6

Serving a disabled person is an example of an unreasonable demand.

Accepted Answer

A) True 
 B)False

Question 7

Self-service has evolved from machine-assisted to Internet-facilitated.

Accepted Answer

A) True 
 B)False

Question 8

A person who drives 100 miles to a factory outlet once a month to buy clothing for the family is:

Accepted Answer

A)  an economizing customer. 
B)  an ethical customer. 
C)  a personalizing customer. 
D)  a convenience customer. 
A)  an economizing customer. 
B)  an ethical customer. 
C)  a personalizing customer. 
D)  a convenience customer.

Question 9

__________ is not one of the dimensions of the E-S-QUAL Web site survey instrument.

Accepted Answer

A)  Fulfillment 
B)  System availability 
C)  Navigation 
D)  Privacy 
A)  Fulfillment 
B)  System availability 
C)  Navigation 
D)  Privacy

Question 10

Consider the following vignette. Aboard the cruise ship Royal Majesty, a breakfast diner complains to the waiter that the meal is cold. The waiter sends the meal back to the kitchen and returns shortly with a plate of steaming eggs and bacon. The customer refuses the meal. Rattled, the waiter expresses his confusion to the maitre d'. This breakdown in customer interaction can best be described as:

Accepted Answer

A)  unacceptable service. 
B)  slow performance. 
C)  unacceptable treatment of employees. 
D)  unreasonable demands. 
A)  unacceptable service. 
B)  slow performance. 
C)  unacceptable treatment of employees. 
D)  unreasonable demands.

Question 11

Internet banking is a service that would appeal to the economizing customer, the personalizing customer, and the convenience customer.

Accepted Answer

A) True 
 B)False

Question 12

Customer and server interact face-to-face in technology-mediated service encounters. 
Multiple Choice

Accepted Answer

A) True 
 B)False

Question 13

Southwest Airlines delivered high service value because of employee retention and productivity.

Accepted Answer

A) True 
 B)False

Question 14

Efficiency- versus-satisfaction is the possible source of conflict in the relationship between the customer and the service organization.

Accepted Answer

A) True 
 B)False

Question 15

A visit to a psychiatrist represents a technology-free service encounter.

Accepted Answer

A) True 
 B)False

Question 16

The majority of difficulties in customer/employee interactions are caused by unrealistic expectations of the customers.

Accepted Answer

A) True 
 B)False

Question 17

Jiffy Lube, a franchised oil change and lubrication service, is an example of a service encounter dominated by

Accepted Answer

A)  the organization. 
B)  contact personnel. 
C)  the customer. 
D)  corporate culture. 
A)  the organization. 
B)  contact personnel. 
C)  the customer. 
D)  corporate culture.

Question 18

Which interviewing technique would be appropriate to determine how a potential employee would react in a service encounter?

Accepted Answer

A)  Situational vignette 
B)  Abstract questioning 
C)  Direct questioning 
D)  Acting as a customer 
A)  Situational vignette 
B)  Abstract questioning 
C)  Direct questioning 
D)  Acting as a customer

Question 19

Some organizations use a website for internal communications only.

Accepted Answer

A) True 
 B)False

Question 20

A "moment of truth" is not:

Accepted Answer

A)  an opportunity to influence a customer's perception of the service quality. 
B)  critical in achieving a reputation for superior quality. 
C)  when the customer is forming an opinion about the efficiency of the service. 
D)  an interaction between a customer and a service provider. 
A)  an opportunity to influence a customer's perception of the service quality. 
B)  critical in achieving a reputation for superior quality. 
C)  when the customer is forming an opinion about the efficiency of the service. 
D)  an interaction between a customer and a service provider.

All of the following are characteristics of a service organization with an inverted "T" structure, except:

A service organization's culture is communicated by all but one of the following methods?

The effectiveness of an online encounter can be measured using E-S-QUAL.

A customer who does not clear his or her table at a fast-food restaurant has violated his or her script.

Which of the following occurrences would be considered a "moment of truth" in a restaurant setting?

Serving a disabled person is an example of an unreasonable demand.

Self-service has evolved from machine-assisted to Internet-facilitated.

A person who drives 100 miles to a factory outlet once a month to buy clothing for the family is:

__________ is not one of the dimensions of the E-S-QUAL Web site survey instrument.

Internet banking is a service that would appeal to the economizing customer, the personalizing customer, and the convenience customer.

Customer and server interact face-to-face in technology-mediated service encounters. Multiple Choice

Southwest Airlines delivered high service value because of employee retention and productivity.

Efficiency- versus-satisfaction is the possible source of conflict in the relationship between the customer and the service organization.

A visit to a psychiatrist represents a technology-free service encounter.

The majority of difficulties in customer/employee interactions are caused by unrealistic expectations of the customers.

Jiffy Lube, a franchised oil change and lubrication service, is an example of a service encounter dominated by

Which interviewing technique would be appropriate to determine how a potential employee would react in a service encounter?

Some organizations use a website for internal communications only.

A "moment of truth" is not:

The Service Economy

Service Strategy

Supporting Facility and Process Flows

Service Quality

Process Improvement

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Managing Waiting Lines

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters

Exam 4: The Service Encounter

All of the following are characteristics of a service organization with an inverted "T" structure, except:

A service organization's culture is communicated by all but one of the following methods?

The effectiveness of an online encounter can be measured using E-S-QUAL.

A customer who does not clear his or her table at a fast-food restaurant has violated his or her script.

Which of the following occurrences would be considered a "moment of truth" in a restaurant setting?

Serving a disabled person is an example of an unreasonable demand.

Self-service has evolved from machine-assisted to Internet-facilitated.

A person who drives 100 miles to a factory outlet once a month to buy clothing for the family is:

__________ is not one of the dimensions of the E-S-QUAL Web site survey instrument.

Internet banking is a service that would appeal to the economizing customer, the personalizing customer, and the convenience customer.

Customer and server interact face-to-face in technology-mediated service encounters. Multiple Choice

Southwest Airlines delivered high service value because of employee retention and productivity.

Efficiency- versus-satisfaction is the possible source of conflict in the relationship between the customer and the service organization.

A visit to a psychiatrist represents a technology-free service encounter.

The majority of difficulties in customer/employee interactions are caused by unrealistic expectations of the customers.

Jiffy Lube, a franchised oil change and lubrication service, is an example of a service encounter dominated by

Which interviewing technique would be appropriate to determine how a potential employee would react in a service encounter?

Some organizations use a website for internal communications only.

A "moment of truth" is not:

The Service Economy

Service Strategy

Supporting Facility and Process Flows

Service Quality

Process Improvement

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Managing Waiting Lines

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters