Managing People For Service Advantage

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Question 1
Free
Multiple Choice

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

Choose correct answer/s
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.

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Question 2
Free
Multiple Choice

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

Choose correct answer/s
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

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Question 3
Free
Multiple Choice

The Service-Profit Chain needs ____________ to achieve service excellence and customer loyalty.

Choose correct answer/s
A

An excellent service process

B

Customer focus

C

High-performing, satisfied employees

D

Profit focus at the leadership

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Question 4
Free
Multiple Choice

Emotional labor is when employees ____________ .

Choose correct answer/s
A

find it hard to be emotional because they are too overworked

B

have a gap between what they feel inside, and what management expects them to display to their customers

C

have to keep their emotions under control at the work place

D

feel happy all the time because they enjoy their jobs

E

are emotionally stressed by all the demands of their jobs

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Question 5
Free
Multiple Choice

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

Choose correct answer/s
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

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Question 6
Multiple Choice

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

Choose correct answer/s
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
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Question 7
Multiple Choice

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

Choose correct answer/s
A
Happier employees
B
More loyal customers
C
Higher profit margins
D
Better wages
E
All of the above
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Question 8
Multiple Choice

Employees should be trained in all these areas EXCEPT ____________ .

Choose correct answer/s
A
organizational culture
B
organizational revenue
C
service knowledge
D
interpersonal skills
E
product knowledge
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Question 9
Multiple Choice

Managers often omit which of the cost variables of high turnover/low pay?

Choose correct answer/s
A
Cost of constant recruiting
B
Low productivity of inexperienced workers
C
Cost of constantly attracting new customers
D
Income lost from customers turned off by negative word of mouth
E
All of the above
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Question 10
Multiple Choice

Potential ways to reduce conflict and break down the barriers between departments include ____________ .

Choose correct answer/s
A
transferring individuals internally
B
establishing cross-departmental and cross-functional project teams
C
establishing cross-departmental and cross-functional delivery teams
D
having management's commitment
E
All of the above
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Question 11
True/False

Employee satisfaction typically has little impact on customer satisfaction.

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True
False
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Question 12
True/False

Services need to train employees to deal with stress, difficult customers, and get support from their team leaders.

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True
False
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Question 13
True/False

Friendly, warm, and independent personality traits are found in people with lower self-esteem.

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True
False
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Question 14
True/False

Customer contact personnel have to attend to both operational and marketing goals and this causes person/role conflict.

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True
False
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Question 15
True/False

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

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True
False
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Question 16
True/False

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

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True
False
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Question 17
True/False

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

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True
False
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Question 18
True/False

Technical skills encompass all the required knowledge related to processes.

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True
False
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Question 19
True/False

Successful performance in a job is often measured by high productivity or outstanding customer service rather than the absence of mistakes.

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True
False
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Question 20
True/False

In order for services to succeed in motivating and energizing people, they need to utilize the full range of available rewards.

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True
False
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