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Chapter 5 1)The corporate culture of a firm does not significantly influence the quality of the service it provides because the culture is internal and, therefore, not perceived by the customer

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Chapter 5

1)The corporate culture of a firm does not significantly influence the quality of the service it provides because the culture is internal and, therefore, not perceived by the customer.

 

2. Flexibility in meeting customer needs is the main reason that some service firms have empowered contact personnel.

 

3. A self-service gasoline station that is equipped with a credit card reader is an example of a customer dominated service encounter.

 

4. Conducting a pre-employment interview that requires the applicant to answer a question regarding a specific episode is called a situational vignette.

 

5. The majority of difficulties in customer/employee interactions are caused by unrealistic expectations of the customers.

 

6. In the service encounter triad, the potential conflict between the service organization and its contact personnel is one of efficiency vs. satisfaction.

7. Work sampling is a tool used to determine the length of time to perform job-related tasks.

 

8. The "satisfaction mirror" illustrates how both customer and employee can benefit from building a relationship.

 

9. The Disney organization refers to its employees as cast members in order to promote its organizational culture.

 

10. When the customer's role is built into the service delivery system, he or she is said to be a coproducer.

 

11. In the cycle of capability "satisfied employees" follows "careful employee and customer selection."

 

12. The service profit chain argues that internal quality drives leads to profitability and growth.

 

13. An organization may standardize service delivery by effecting strict operating procedures in order to follow a cost leadership strategy.

 

14. Situational vignette, role playing and direct questioning have all been used in evaluating potential front-line employees.

 

15. Internet banking is a service that would appeal to the economizing customer, the personalizing customer as well as the convenience customer.

 

16. Efficiency versus satisfaction is the possible source of conflict in the relationship between the customer and the service organization.

 

17. Time study is a technique of work measurement that is used to develop standards of performance.

 

18. Easy access is a success factor that is common to both human-to-human service encounter as well as machine-to-machine service encounter.

 

19. Southwest Airlines delivered high service value because of employee retention and productivity.

 

20. A situation involving multiple servers and many customers is usually depicted by means of worker-customer charts.

 

21. A customer who is interested in the self-service option would find which of the following dimensions of service most important?

 

 

22. Which interviewing technique would be appropriate to determine how a potential employee would react in a service encounter?

 

 

23. The most common reason for difficulties during the interaction of customers and contact personnel is:

 

24. All of the following are characteristics of a service organization with an inverted "T" structure, except:

 

25. A person who drives 100 miles to a factory outlet once a month to buy clothing for the family is:

 

26. A "moment of truth" is not:

 

 

27. The most important attribute of customer contact personnel is:

 

28. In an organization that has empowered its front-line employees, the middle managers become:

 

29. Consider the following vignette.
    Aboard the cruise ship Royal Majesty, a breakfast diner complains to the waiter that the meal is cold. The waiter sends the meal back to the kitchen and returns shortly with a plate of steaming eggs and bacon. The customer refuses the meal. Rattled, the waiter expresses his confusion to the maitre d'. This breakdown in customer interaction can best be described as:

 

 

30. A service organization's culture is communicated by all but one of the following methods?

 

 

31. Which of the following is not a classification of shopping attitude for a service customer?

 

32. Jiffy Lube, a franchised oil change and lubrication service, is an example of a service encounter dominated by

 

 

33. Three elements (the service organization, the contact personnel and the customer) interact in the service encounter triad shown below. Which position represents the customer?
     

 

 

34. Employee empowered service companies have committed to all but one of the following:

 

 

35. Which of the following occurrences would be considered a “moment of truth” in a restaurant setting ?

 

 

36. Which of the following is the least likely source of difficulty with interactions between customers and contact personnel?

 

37. In the context of the service encounter triad, the trade-off between the service organization and the contact personnel is one of

 

 

38. Which one of the following is not a factor for success in a machine-to-machine service encounter?

 

 

39. In the service profit chain model which one of the following was not listed as a component of the internal service delivery system?

 

 

40. Which of the following firms has an encounter not dominated by the service organization?