Question 1

In an organization that has empowered its front-line employees, the middle managers become ________.

Accepted Answer

A)  obsolete 
B)  facilitators 
C)  inspectors 
D)  supervisors 
A)  obsolete 
B)  facilitators 
C)  inspectors 
D)  supervisors

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

Flexibility in meeting customer needs is the main reason that some service firms have empowered contact personnel.

Accepted Answer

A) True 
 B)False

Question 4

An organization can standardize service delivery by effecting strict operating procedures in order to follow a cost leadership strategy.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

A)  Job design/decision-making attitude. 
B)  Selection and training. 
C)  Pay and compensation. 
D)  Information and communication. 
A)  Job design/decision-making attitude. 
B)  Selection and training. 
C)  Pay and compensation. 
D)  Information and communication.

Question 6

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

Accepted Answer

A)  Creating a need for service 
B)  Performing unnecessary services 
C)  Sharing customer information with third parties 
D)  Giving away a guaranteed reservation 
A)  Creating a need for service 
B)  Performing unnecessary services 
C)  Sharing customer information with third parties 
D)  Giving away a guaranteed reservation

Question 7

Delegation is acting on another's behalf.

Accepted Answer

A) True 
 B)False

Question 8

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 9

Which one of the following is not a factor for success in a machine-to-machine service encounter?

Accepted Answer

A)  Easy access. 
B)  Automatic verification. 
C)  Transaction security. 
D)  Fail-safe operation. 
A)  Easy access. 
B)  Automatic verification. 
C)  Transaction security. 
D)  Fail-safe operation.

Question 10

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 11

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 12

Three elements (the service organization, the contact personnel and the customer) interact in the service encounter triad shown below. Which position represents the customer?

Accepted Answer

A)  (a) 
B)  (b) 
C)  (c) 
D)  (d) 
A)  (a) 
B)  (b) 
C)  (c) 
D)  (d)

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

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 16

A customers who becomes intoxicated and disruptive is an example of ________.

Accepted Answer

A)  unreasonable demands 
B)  abusive or hostile attitude 
C)  inappropriate behavior 
D)  demands contrary to policies 
A)  unreasonable demands 
B)  abusive or hostile attitude 
C)  inappropriate behavior 
D)  demands contrary to policies

Question 17

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

Accepted Answer

A) True 
 B)False

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

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

Accepted Answer

A) True 
 B)False

Question 20

A customer who is interested in the self-service option would find which of the following dimensions of service most important?

Accepted Answer

A)  Risk involvement. 
B)  Customer's control of the situation. 
C)  Amount of time involved. 
D)  Efficiency of the service process. 
A)  Risk involvement. 
B)  Customer's control of the situation. 
C)  Amount of time involved. 
D)  Efficiency of the service process.

In an organization that has empowered its front-line employees, the middle managers become ________.

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

Flexibility in meeting customer needs is the main reason that some service firms have empowered contact personnel.

An organization can standardize service delivery by effecting strict operating procedures in order to follow a cost leadership strategy.

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

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

Delegation is acting on another's behalf.

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

Which one of the following is not a factor for success in a machine-to-machine service encounter?

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?

Three elements (the service organization, the contact personnel and the customer) interact in the service encounter triad shown below. Which position represents the customer?

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

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

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

A customers who becomes intoxicated and disruptive is an example of ________.

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

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

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

A customer who is interested in the self-service option would find which of the following dimensions of service most important?

The Service Economy

Service Strategy

New Service Development

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

In an organization that has empowered its front-line employees, the middle managers become ________.

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

Flexibility in meeting customer needs is the main reason that some service firms have empowered contact personnel.

An organization can standardize service delivery by effecting strict operating procedures in order to follow a cost leadership strategy.

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

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

Delegation is acting on another's behalf.

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

Which one of the following is not a factor for success in a machine-to-machine service encounter?

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?

Three elements (the service organization, the contact personnel and the customer) interact in the service encounter triad shown below. Which position represents the customer?

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

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

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

A customers who becomes intoxicated and disruptive is an example of ________.

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

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

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

A customer who is interested in the self-service option would find which of the following dimensions of service most important?

The Service Economy

Service Strategy

New Service Development

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