Exam 4: The Service Encounter

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

The most important attribute of customer-contact personnel is ________.

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

Which of the following firms has an encounter not dominated by the service organization?

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

In the context of the service encounter triad, the trade-off between the service organization and the contact personnel is one of ________.

A "moment of truth" is not ________.

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

Self-service falls into the technology-________ service encounter category.

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

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

Easy access is a success factor that is common to both human-to-human service encounters as well as machine-to-machine service encounters.

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

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

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

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

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

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

Empowerment begins with delegation.

The corporate culture of a firm does not significantly influence the quality of the service it provides because the culture is internal and, therefore, not perceived by the customer.