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Exam 12: Employees Roles in Service Delivery

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Question 1

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The _____ dimension of service quality is highly dependent on employees' ability to communicate their credibility and to inspire trust and confidence.

A) Reliability
B) Responsiveness
C) Assurance
D) Empathy
E) Tangibles

F) C) and D)
G) A) and E)

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Question 2

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

A) True
B) False

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Question 3

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Flying across the Pacific Ocean is an eight-hour trip that could be dreadful if you did not fly Singapore Airlines. One frequent flyer between the U.S. and Japan noted the Singapore cabin crew does not give the usual impression of doing passengers a favor by taking care of them. Free champagne and beer service is available to all classes. 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:

A service firm that conducts periodic internal marketing research to assess employee satisfaction and needs is using which of the following human resource strategies for closing provider gap 3?

Even though it is not a part of the monthly spraying, Crimmins Pest Control employees are allowed to spray fire ant mounds when the customer requests it without asking management. What human resources management strategy does this exemplify?

FedEx honors a handful of non-management employees with its Golden Falcon award each month, recognizing efforts that are "above and beyond their customary line of duty". This award includes a gold pin with the gold falcon emblem and ten shares of FedEx stock. By giving deserving employees the Golden Falcon award, FedEx is using which of the following human resources management strategies for closing provider gap 3?

Empathetic labor is a factor when an on-duty lifeguard must interact with people and go repeatedly into the pool even though he has severe sunburn.

In the services marketing triangle, _____ marketing refers to communications a firm uses to make promises to customers regarding service delivery.

The Ritz-Carlton Hotel recognizes and rewards employees who perform feats of outstanding service. Under its 5-Star Awards program, peers and managers nominate outstanding performers. Winners receive plaques at dinners celebrating their achievements. For on-the-spot recognition, managers award Gold Standard Coupons to outstanding employees, redeemable for items in the gift shop and free weekend stays at the hotel. The Ritz-Carlton Hotel is using which of the following human resources management strategies for closing provider gap 3?

A service firm that has routine technology, long-term customer relationships and a predictable business environment is well-suited for empowerment.

Discuss the following statement: "Service quality dimensions are driven by employee behavior".

Front line service employees are called boundary spanners.

Why would an insurance company give all applicants for the position of customer service representative a personality test?

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 service:

Who would be the boundary-spanning employees at a restaurant like Longhorn Steakhouse, Applebee's, Red Lobster and Pizza Hut?

Service firms use work simulation exercises to:

AT&T Universal Card Services (USC) gives its employees the right to grant credit lines to customers and adjust customers' bills without management approval. By giving its employees the authority to make decisions that will benefit its customers, USC is:

A state auditor who is expected to deliver quality, individualized service to state offices and departments while at the same time finishing jobs as quickly as possible is experiencing a(n) _____ tradeoff:

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

At Target, a discount store chain, if the shelf price is not on an item, checkout clerks can take the customer's word for prices up to $20. The customer does not have to wait for the clerk to check the price with someone on the floor. By giving its employees the authority to make decisions on the customer's behalf, Target is: