Question 1

There is a strong relationship between customer satisfaction and shareholder value.

Accepted Answer

A) True 
 B)False

Question 2

Describe how William Bratton was able to make his officers very effective in their work.

Accepted Answer

Bratton believed in putting his key mana

Question 3

_____________ is when leaders are able to display the behaviors that they expect of managers and other employees.

Accepted Answer

A)  Role modelling 
B)  Motivational management 
C)  Affiliative leadership 
D)  Authoritative leadership 
E)  Political maneuvering 
A)  Role modelling 
B)  Motivational management 
C)  Affiliative leadership 
D)  Authoritative leadership 
E)  Political maneuvering

Question 4

What is the main reason that customers patronize service losers?

Accepted Answer

Lack of vi

Question 5

Pernille Spiers-Lopez is president of ______________.

Accepted Answer

A)  Fedex 
B)  Southwest Airlines 
C)  Marriott 
D)  IKEA North America 
E)  Stena Lines 
A)  Fedex 
B)  Southwest Airlines 
C)  Marriott 
D)  IKEA North America 
E)  Stena Lines

Question 6

Describe the qualities of a service leader.

Accepted Answer

A service leader offers its customers su

Question 7

Which of the following is NOT one of the aspects of leadership in the future?

Accepted Answer

A)  Leadership coming from emerging countries, with different styles. 
B)  Collaborative, using the team approach. 
C)  Leadership from behind, sharing power with others. 
D)  Building collective efforts. 
E)  Controlling employees so they do not act on impulse. 
A)  Leadership coming from emerging countries, with different styles. 
B)  Collaborative, using the team approach. 
C)  Leadership from behind, sharing power with others. 
D)  Building collective efforts. 
E)  Controlling employees so they do not act on impulse.

Question 8

Why does IKEA North America have a strong culture of caring for its employees?

Accepted Answer

This results from Ms Spiers-Lopez's own

Question 9

All service leaders have a strong focus on their customers only.

Accepted Answer

A) True 
 B)False

Question 10

Cirque Du Soleil claims that they didn't reinvent the circus, they simply repackaged a way of presenting the circus show in a much more modern way.

Accepted Answer

A) True 
 B)False

Question 11

Organizational culture includes all of the following EXCEPT ____________.

Accepted Answer

A)  shared perceptions or themes regarding what is important in the organization 
B)  shared values about what is right and wrong 
C)  shared understanding about what works and what doesn't work 
D)  shared beliefs, and assumptions about why these things are important 
E)  diverse styles of working and relating to others 
A)  shared perceptions or themes regarding what is important in the organization 
B)  shared values about what is right and wrong 
C)  shared understanding about what works and what doesn't work 
D)  shared beliefs, and assumptions about why these things are important 
E)  diverse styles of working and relating to others

Question 12

In the service profit chain, profitability, customer loyalty and customer satisfaction is due to _____________.

Accepted Answer

A)  complacent reactionism 
B)  satisfied, loyal and productive employees 
C)  conducive servicescape 
D)  crossfunctional teams 
E)  reduction management 
A)  complacent reactionism 
B)  satisfied, loyal and productive employees 
C)  conducive servicescape 
D)  crossfunctional teams 
E)  reduction management

Question 13

Give an example from the chapter of a firm is able to achieve competitive advantage through stretch.

Accepted Answer

The answer of Give an example from the chapter of...

Question 14

Describe the competitive appeal of the "professional" level of service performance.

Accepted Answer

Customers seek out t

Question 15

Ideally, service firms should be organized in ways that enable the three functions of marketing, operations, and human resources to work closely together so that the organization can be responsive to its various stakeholders and achieve success in its chosen markets.

Accepted Answer

A) True 
 B)False

Question 16

Controlling workers is a practice most likely seen in the "service losers" category of service performance.

Accepted Answer

A) True 
 B)False

Question 17

Describe Cirque Du Soleil's critical financial issue.

Accepted Answer

Cirque's core market is becoming crowded

Question 18

Companies who work for years building a loyal workforce with a strong service ethic may find that such a culture can easily be destroyed through change in leadership.

Accepted Answer

A) True 
 B)False

Question 19

Daniel Goldman found which leadership style to be the most effective for achieving positive change and why was that so?

Accepted Answer

Authoritative leaders are the

Question 20

The company names of the "service professionals" level of service performance are synonymous with service excellence and an ability to delight customers.

Accepted Answer

A) True 
 B)False

There is a strong relationship between customer satisfaction and shareholder value.

Describe how William Bratton was able to make his officers very effective in their work.

_____________ is when leaders are able to display the behaviors that they expect of managers and other employees.

What is the main reason that customers patronize service losers?

Pernille Spiers-Lopez is president of ______________.

Describe the qualities of a service leader.

Which of the following is NOT one of the aspects of leadership in the future?

Why does IKEA North America have a strong culture of caring for its employees?

All service leaders have a strong focus on their customers only.

Cirque Du Soleil claims that they didn't reinvent the circus, they simply repackaged a way of presenting the circus show in a much more modern way.

Organizational culture includes all of the following EXCEPT ____________.

In the service profit chain, profitability, customer loyalty and customer satisfaction is due to _____________.

Give an example from the chapter of a firm is able to achieve competitive advantage through stretch.

Describe the competitive appeal of the "professional" level of service performance.

Ideally, service firms should be organized in ways that enable the three functions of marketing, operations, and human resources to work closely together so that the organization can be responsive to its various stakeholders and achieve success in its chosen markets.

Controlling workers is a practice most likely seen in the "service losers" category of service performance.

Describe Cirque Du Soleil's critical financial issue.

Companies who work for years building a loyal workforce with a strong service ethic may find that such a culture can easily be destroyed through change in leadership.

Daniel Goldman found which leadership style to be the most effective for achieving positive change and why was that so?

The company names of the "service professionals" level of service performance are synonymous with service excellence and an ability to delight customers.

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing and Managing Service Processes

Balancing Demand Against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Filters

Exam 15: Organizing for Change Management and Service Leadership

There is a strong relationship between customer satisfaction and shareholder value.

Describe how William Bratton was able to make his officers very effective in their work.

_____________ is when leaders are able to display the behaviors that they expect of managers and other employees.

What is the main reason that customers patronize service losers?

Pernille Spiers-Lopez is president of ______________.

Describe the qualities of a service leader.

Which of the following is NOT one of the aspects of leadership in the future?

Why does IKEA North America have a strong culture of caring for its employees?

All service leaders have a strong focus on their customers only.

Cirque Du Soleil claims that they didn't reinvent the circus, they simply repackaged a way of presenting the circus show in a much more modern way.

Organizational culture includes all of the following EXCEPT ____________.

In the service profit chain, profitability, customer loyalty and customer satisfaction is due to _____________.

Give an example from the chapter of a firm is able to achieve competitive advantage through stretch.

Describe the competitive appeal of the "professional" level of service performance.

Ideally, service firms should be organized in ways that enable the three functions of marketing, operations, and human resources to work closely together so that the organization can be responsive to its various stakeholders and achieve success in its chosen markets.

Controlling workers is a practice most likely seen in the "service losers" category of service performance.

Describe Cirque Du Soleil's critical financial issue.

Companies who work for years building a loyal workforce with a strong service ethic may find that such a culture can easily be destroyed through change in leadership.

Daniel Goldman found which leadership style to be the most effective for achieving positive change and why was that so?

The company names of the "service professionals" level of service performance are synonymous with service excellence and an ability to delight customers.

Introduction to Services Marketing

Consumer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing the Service Concept: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Developing and Managing Service Processes

Balancing Demand Against Productive Capacity

Crafting the Service Environment

Managing People for Service Advantage

Managing Relationships and Building Loyalty

Complaint Handling and Service Recovery

Improving Service Quality and Productivity

Filters