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Exam 11: Employees Roles in Service

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Question 31

True/False

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In a service culture,good service is a way of life and it comes naturally to the members of the organization because it is an important norm.

A) True
B) False

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Question 32

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From the customer's point of view,internal marketing activities,as defined by the service marketing triangle,are the most significant.

A) True
B) False

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Question 33

Multiple Choice

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A service provider that has an inappropriate employee evaluation and compensation system will experience provider:

Which type of conflict results from the fact that Sully's Cleaning requires its employees to wear uniforms?

Flying across the Pacific Ocean is an eight-hour trip that could be dreadful if you did not fly by Singapore Airlines.An ad that featured a customer saying,"The cabin crew makes flying with Singapore Airlines a pleasure" and announcing Singapore had won top honors for international travel in Business Traveler's magazine annual contest would be an example of _____ marketing.

A potential benefit of empowerment is quicker responses to dissatisfied customers during service recovery.

____________labor entails delivering smiles,making eye contact,showing sincere interest and engaging in friendly conversations with customers who are essentially strangers and who may not ever be seen again.

Firms can train employees to develop technical skills by teaching them to engage in pleasant conversation,ask questions or use humor as they interact with customers.

A regional chain of travel agencies uses role-playing to determine how courteously and efficiently a potential employee will handle difficult customers who keep changing their minds.The travel agency is assessing:

Because Bella Harasian,certified medical doctor,does not like to deal with people,she can be described as having service competencies but not service inclinations.

In the service marketing triangle,_____ marketing refers to the service promise being delivered.

Service employees who depend on tips or commissions for income are likely to face greater levels of _____ conflict than employees who receive a straight salary.

The frontline service employees are referred to as:

Mama C's Pizza instructs its telephone pizza order takers to pick up the telephone on the first ring and not to put customers on hold.When answering the telephone,an order taker must be energetic,friendly and let the customer hear the smile on his or her face.Mama C's guidelines for order takers' telephone answering behavior will influence which of the following service quality dimensions for Mama C's?

The reliability dimension of service quality - delivering the service as promised - is often totally within the control of frontline employees.

Flying across the Pacific Ocean is an eight-hour trip that could be dreadful if you did not fly by Singapore Airlines.One frequent flyer between the United States and Japan noted the Singapore cabin crew gives the impression that it is truly their pleasure to serve the passengers.Seating has been designed to provide comfort in the airline's wide body planes.In first class,the seats are referred to as sky suites because they are so roomy.Every meal is carefully planned and served.The commitment to making the long flight as pleasant as possible indicates Singapore Airlines:

When a lawyer feels a conflict between what she is asked to do and her own personality,orientation or values she is experiencing _____ conflict.

_________ customers are those individuals and businesses who buy goods and services from an organization.

Process reengineering is one of the easiest ways to develop service-oriented internal processes.

According to the service profit chain: