Deck 11: Managing People for Service Advantage

Question 1

When firms are organized by functional structures ____________.

A) employees fall between the cracks
B) customers fall between the cracks
C) internal service teams view customers as their own
D) service is faster
E) fewer errors occur

Answer 1

B

Question 2

Suggestion involvement empowers employees to make recommendations through formalized channels.

Answer 2

True

Question 3

Great references from past employers are not a form of behavioral observation.

Answer 3

False

Question 4

Training is most effective at reducing ____________.

A) person/role stress
B) organization/client conflict
C) interclient conflict
D) interorganizational conflict
E) intraorganizational conflict

Question 5

Part-time customer service representatives are far less likely to be satisfied with their work as full-time staff.

Question 6

Outcomes of the "Cycle of Failure" for firms include ____________ and ____________.

A) low service quality; low employee turnover
B) low service quality; high employee turnover
C) high service quality; low employee turnover
D) high service quality; high employee turnover
E) mediocre service quality; unpredictable employee turnover

Question 7

From the customer's perspective which of the following is the most important aspect of service?

A) Management's responsiveness to occurrences of failure.
B) Timely delivery of service.
C) Efficient handling of special requests.
D) The encounter with service staff.
E) A fair price.

Question 8

The "Cycle of Mediocrity" is most often found in large, bureaucratic organizations like regulated oligopolies.

Question 9

Service sabotage is classified as either covert (displayed only to co-workers) or overt (displayed only to customers).

Question 10

A strategy of empowerment is most likely to be appropriate when which of the following factors are present within the organization and its environment?

A) The business strategy is not too customized
B) The organization uses routine technology.
C) The business environment is stable.
D) Customer interactions are relational as opposed to transactional.
E) All of the above.

Question 11

The four things that must be systematically redistributed throughout an organization to empower employees are ____________, ____________, ____________, and ____________.

A) rewards; power; experience; knowledge
B) information; knowledge; experience; rewards
C) power; information; rewards; knowledge
D) knowledge; experience; information; power
E) experience; power; information, technology

Question 12

The "Cycle of Failure" includes all of the following EXCEPT ____________.

A) emphasis on rules
B) emphasis on attracting new customers
C) adequate pay and job security
D) low skill levels
E) use of technology to control quality

Question 13

Full-time workers perform better than part-time workers, but part-time workers are more satisfied.

Question 14

Empowerment is based on the "control" model that assumes employees are capable of making good decisions.

Question 15

Employee satisfaction typically has little impact on customer satisfaction.

Question 16

Technical skills encompass all the required knowledge related to processes.

Question 17

Companies that engage in a "Cycle of Success" are more likely to have which of the following?

A) Happier employees
B) More loyal customers
C) Higher profit margins
D) Better wages
E) All of the above

Question 18

Interpersonal skills include visual communication, attentive listening, and body language and tend to be specific to each service setting.

Question 19

Organizations that display a commitment to effective human resources management are characterized by ____________.

A) a lack of verifiable industry distinction and market separation
B) a distinctive culture of service leadership and role modeling by top management
C) a system of intensive rules and regulations
D) an increase in market share and lower acquisition costs
E) mediocrity and high employee turnover

Question 20

Service employees are important to customers and competitive positioning, because the front line ____________.

A) is the most visible part of the firm
B) contains more employees than management
C) is often the first to deal with customer complaints
D) is better trained at dealing with customers than are managers
E) all of the above

Question 21

All employees are eager to be empowered.

Question 22

What are two of the five key points to note for effective goal setting?

Question 23

What is job content?

Question 24

Discuss why service centers and service hotlines are important or unimportant to customer perceptions of service firms. Give an example to back up your argument.

Question 25

Well managed unionized organizations ____________.

A) may still be quite successful
B) will be replaced by non-unionized organizations
C) will still fall short of success goals
D) use unions as excuses for poor performance
E) all of the above

Question 26

Excellent service firms use all of the following to identify the best job candidates EXCEPT ____________.

A) observing behavior
B) conducting personality tests
C) interviewing applicants
D) viewing transcripts
E) providing applicants with realistic job previews

Question 27

The Nordstrom sales associate replacing shirts at no cost to the client is an example of ____________.

A) centralized decision-making
B) service theft
C) employee empowerment
D) service sabotage
E) rule setting

Question 28

What are American Express Latin America's rules for successful teams?

Question 29

Dial-A-Mattress uses what technique to train and develop staff?

A) empowerment
B) coercion
C) coaching
D) humor
E) behavioral modification

Question 30

Define service culture.

Question 31

How is Cora Griffith's work strategy indicative of the "Cycle of Success?"

Question 32

What are the three main causes of role stress in frontline positions?

Question 33

How are competing for employees and competing for customers similar?

Question 34

Give two reasons for using multiple interviewers?

Question 35

What are the three levels of employee involvement?

Question 36

The suggested salary to attract top performers is in the range of what percentile of the market?

Question 37

The Ritz-Carlton uses personality profiles to select the best applicants.

Question 38

What is the key philosophy of Singapore Airlines?

Question 39

Give an example of service sabotage.

Question 40

Employee satisfaction is both necessary and sufficient for having high performing staff.

Question 41

Discuss the causes and implications of low-pay/high turnover human resource strategies.

Question 42

Describe how Disney selects the right people.