Question 1

Why did Microsoft launch the Customer and Partner Experience initiative?

Accepted Answer

Microsoft recognized that customer and partner experience is increasingly important to earn high levels of satisfaction and loyalty.Therefore,it shifted the organization from developer-centric to a more customer-focused culture using a companywide initiative called the Customer and Partner Experience

Question 2

All of the following are hurdles leaders face in reorienting and formulating a strategy in turnaround situations EXCEPT ___________.

Accepted Answer

A) resource hurdles 
B) cognitive hurdles 
C) political hurdles 
D) motivational hurdles 
E) leadership hurdles 
A) resource hurdles 
B) cognitive hurdles 
C) political hurdles 
D) motivational hurdles 
E) leadership hurdles E

Question 3

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  True

Question 4

Describe the qualities of a service leader.

Accepted Answer

A service leader offers its customers su

Question 5

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 6

Service professionals are the best in their respective industries.

Accepted Answer

A) True 
 B)False

Question 7

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 8

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

Accepted Answer

Customers seek out t

Question 9

What does Rosabeth Moss Kanter suggest is good for turnaround situations?

Accepted Answer

Bring in new CEOs from outside

Question 10

The strategic goals for the Boston Museum of Fine Arts include all of the following EXCEPT __________.

Accepted Answer

A) improve management and knowledge of their collections 
B) exhibit the works of the artists worldwide 
C) engage,educate and delight visitors 
D) enlarge and improve the physical plant 
E) ensure fiscal stability 
A) improve management and knowledge of their collections 
B) exhibit the works of the artists worldwide 
C) engage,educate and delight visitors 
D) enlarge and improve the physical plant 
E) ensure fiscal stability

Question 11

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 12

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

Accepted Answer

A) Collaborative. 
B) 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) Collaborative. 
B) 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 13

Consistently meeting or exceeding customer expectations across multiple dimensions is a practice most likely seen in the "service leader" category of service performance.

Accepted Answer

A) True 
 B)False

Question 14

Organizational climate represents the tangible surface layer on top of the organization's underlying culture.

Accepted Answer

A) True 
 B)False

Question 15

Companies who base their competitive advantage in a specific technological process are likely to succeed.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following is a component of service performance discussed under the marketing function?

Accepted Answer

A) Service quality 
B) Service delivery 
C) Productivity 
D) Workforce 
E) Role of operations 
A) Service quality 
B) Service delivery 
C) Productivity 
D) Workforce 
E) Role of operations

Question 17

Distinguish the difference between organizational culture and organizational climate.

Accepted Answer

Organizational culture is more overarchi

Question 18

Organizations that are devoted to satisfying their current customers may miss important shifts in the marketplace and find them turning into has-beens.

Accepted Answer

A) True 
 B)False

Question 19

_________ in a business context involves continual changes.

Accepted Answer

A) Transformation 
B) Evolution 
C) Revolution 
D) Leadership 
E) Performance 
A) Transformation 
B) Evolution 
C) Revolution 
D) Leadership 
E) Performance

Question 20

Which of the following is a component of service performance discussed under the operations function?

Accepted Answer

A) Role of marketing 
B) Competitive appeal 
C) Introduction of new technology 
D) Customer profile 
E) Workforce 
A) Role of marketing 
B) Competitive appeal 
C) Introduction of new technology 
D) Customer profile 
E) Workforce

Why did Microsoft launch the Customer and Partner Experience initiative?

All of the following are hurdles leaders face in reorienting and formulating a strategy in turnaround situations EXCEPT ___________.

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.

Describe the qualities of a service leader.

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.

Service professionals are the best in their respective industries.

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

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

What does Rosabeth Moss Kanter suggest is good for turnaround situations?

The strategic goals for the Boston Museum of Fine Arts include all of the following EXCEPT __________.

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

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

Consistently meeting or exceeding customer expectations across multiple dimensions is a practice most likely seen in the "service leader" category of service performance.

Organizational climate represents the tangible surface layer on top of the organization's underlying culture.

Companies who base their competitive advantage in a specific technological process are likely to succeed.

Which of the following is a component of service performance discussed under the marketing function?

Distinguish the difference between organizational culture and organizational climate.

Organizations that are devoted to satisfying their current customers may miss important shifts in the marketplace and find them turning into has-beens.

_________ in a business context involves continual changes.

Which of the following is a component of service performance discussed under the operations function?

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing 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 Service Leadership

Why did Microsoft launch the Customer and Partner Experience initiative?

All of the following are hurdles leaders face in reorienting and formulating a strategy in turnaround situations EXCEPT ___________.

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.

Describe the qualities of a service leader.

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.

Service professionals are the best in their respective industries.

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

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

What does Rosabeth Moss Kanter suggest is good for turnaround situations?

The strategic goals for the Boston Museum of Fine Arts include all of the following EXCEPT __________.

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

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

Consistently meeting or exceeding customer expectations across multiple dimensions is a practice most likely seen in the "service leader" category of service performance.

Organizational climate represents the tangible surface layer on top of the organization's underlying culture.

Companies who base their competitive advantage in a specific technological process are likely to succeed.

Which of the following is a component of service performance discussed under the marketing function?

Distinguish the difference between organizational culture and organizational climate.

Organizations that are devoted to satisfying their current customers may miss important shifts in the marketplace and find them turning into has-beens.

_________ in a business context involves continual changes.

Which of the following is a component of service performance discussed under the operations function?

Introduction to Services Marketing

Customer Behavior in a Services Context

Positioning Services in Competitive Markets

Developing Service Products: Core and Supplementary Elements

Distributing Service Through Physical and Electronic Channels

Setting Prices and Implementing Revenue Management

Promoting Services and Educating Customers

Designing 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