Building A World-class Service Organization
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Questions Bank
- Introduction to Services MarketingCustomer Behavior in a Services ContextPositioning Services in Competitive MarketsDeveloping Service Products Core and Supplementary ElementsDistributing Service through Physical and Electronic ChannelsSetting Prices and Implementing Revenue ManagementPromoting Services and Educating CustomersDesigning and Managing Service ProcessesBalancing Demand against Productive CapacityCrafting the Service EnvironmentManaging People for Service AdvantageManaging Relationships and Building LoyaltyComplaint Handling and Service RecoveryImproving Service Quality and ProductivityBuilding a World-Class Service Organization
Question 1
Free
Multiple Choice
Which of the following is NOT a service performance level?
Choose correct answer/s
Service losers
Service non-entities
Service professionals
Service providers
Check answer
Question 2
Free
Multiple Choice
Customers patronize service ________ for reasons other than performance
Choose correct answer/s
losers
non-entities
professionals
leaders
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Question 3
Free
Multiple Choice
Customer loyalty helps firms achieve which of the following?
Choose correct answer/s
Increase in market share
Increase in shareholder value
Share of community goodwill
All of the above
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Question 4
Free
True/False
Human leaders at the HR level of an organization need to take a service firm in the right direction.
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True
False
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Question 5
Free
True/False
Service excellence is often underpinned by effective use of teams.
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True
False
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Question 6
True/False
Senior executives see the quality of their employees as a strategic advantage.
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True
False
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Question 7
True/False
Service non-entities have a clear market positioning strategy.
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True
False
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Question 8
True/False
For service leaders, the function of human resources is to coach and facilitate the workers.
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True
False
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Question 9
True/False
Service leaders are recognized for innovation, focus, and excellence .
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True
False
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Question 10
True/False
Market losers meet some quality expectations.
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True
False
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Question 11
Essay
Does customer satisfaction have any long-term level impact on service organizations?
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Question 12
Essay
What is required to transform a service firm from a service loser into a service leader?
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