Deck 10: Services

Question 1

There is a struggle between customer and worker to control the service interaction because

A)workers and customers have different criteria for defining a successful interaction.
B)the customer role is ambiguous and poorly defined.
C)the worker role is ambiguous and poorly defined.
D)the status of service workers is always lower than the status of customers.
E)the service worker has less education than the average customer.

Answer 1

A

Question 2

The demand for services has risen for four of the following reasons.Which of the following is NOT a reason?

A)Services arise from new manufactured products.
B)Services grow when market production replaces home production.
C)Services grow when consumers have more disposable income.
D)Demand for services is insatiable.
E)Services grow because productivity in manufacturing has dropped.

Answer 2

E

Question 3

Which of the following is considered a business service?

A)electrical utilities
B)advertising
C)legal services
D)telephone communications
E)freight shipping

Answer 3

B

Question 4

An important goal of training service workers is to

A)establish agreement with management objectives.
B)inform workers of their fringe benefits.
C)develop rapport with co-workers.
D)identify leadership potential among workers.
E)routinize interactions with customers.

Question 5

"Face-work" refers to

A)smiling at customers.
B)emotional control in dealing with customers.
C)grooming standards for hair and make-up.
D)reducing the stigma felt by service workers.
E)reducing the "loss of face" experienced by welfare clients.

Question 6

Government workers are employed primarily in

A)business services.
B)distributive services.
C)producer services.
D)professional services.
E)social services.

Question 7

Programming and managing emotional responses to the customers is called:

A)routinization.
B)tertiarization.
C)face-work.
D)sectoral transformation.
E)burnout.

Question 8

Higher pay among service workers is associated with all of the following EXCEPT

A)higher productivity.
B)having powerful clients.
C)salaried employment.
D)high skill level or advanced training.
E)working the evening shift.

Question 9

Public utilities such as water and wastewater services constitute part of

A)business services.
B)distributive services.
C)producer services.
D)professional services.
E)social services.

Question 10

The sign on the bus says, "Am I driving courteously? If not, call 1-800- BUSRIDE." What function does this sign serve?

A)Ridership will decrease if drivers are perceived to be reckless.
B)Riders can call to compliment the driver.
C)Passers-by become part of management's effort to control the bus driver.
D)The driver's sense of anonymity will be reduced.
E)The driver will be especially courteous.

Question 11

After burnout, the worker often

A)seeks retraining.
B)is promoted to management.
C)"loses it."
D)seeks to become self-employed.
E)leaves the service job.

Question 12

One consequence of low productivity in service work is

A)a lack of technology.
B)a lack of organization.
C)low pay.
D)a high level of self-employment.
E)the insatiable demand for services.

Question 13

From the perspective of the taxi driver or waitperson, correctly playing the role of the customer requires

A)being rude and impatient.
B)taking suggestions about where to go and what to eat.
C)waiting one's turn.
D)leaving a tip.
E)being decisive.

Question 14

The proportion of the North American labor force that is employed in services is projected to

A)decrease.
B)level off.
C)decline for men, but not for women.
D)increase.
E)decline for minorities, but increase for majority whites.

Question 15

Architects, lawyers, and doctors offer:

A)business services.
B)distributive services.
C)producer services.
D)professional services.
E)social services.

Question 16

Stigma still affects some service work because

A)North Americans are especially class-conscious.
B)service work is highly productive.
C)service work is especially profitable.
D)some customers treat service workers like servants.
E)women are less likely than men to be service workers.

Question 17

Tertiarization rarely results from

A)deliberate employment policy.
B)population growth.
C)stagnant manufacturing growth.
D)increased agricultural productivity.
E)urbanization.

Question 18

The sectoral transformation of the labor force refers to which of the following historical shifts in employment?

A)agriculture->services
B)agriculture->manufacturing->services
C)services->agricultural->manufacturing
D)services->manufacturing
E)manufacturing->agriculture->services

Question 19

A developing country whose labor force is made up of rural, agricultural workers and urban, low-level service workers has probably experienced:

A)rising productivity.
B)social entropy.
C)reaction-formation.
D)tertiarization.
E)organizational break-down.

Question 20

Goods can be stockpiled.Services, by contrast, are:

A)banked.
B)time-bound.
C)unorganized.
D)sold.
E)unappreciated.

Question 21

Customer interactions affect the pay of a worker in all situations below except for one.What is the exception?

A)The worker receives a full-time salary every week.
B)The worker receives tips.
C)The worker receives commissions.
D)Overtime is available during busy times.
E)High-performing workers receive bonuses.

Question 22

Carla is a dental hygienist.As she cleans a patient's teeth, she completes a checklist of procedures that must be done in each oral exam.The checklist

A)eliminates the need for training.
B)eliminates the need for face work with the patient.
C)routinizes the interaction with the patient.
D)is irrelevant to the dentist because it is only for Carla's use.
E)reduces the need for a good memory.

Question 23

For police officers and social workers, a positive effect of doing paperwork might be

A)a respite from face-work.
B)relief through writing down their negative feelings about clients.
C)reduced stress from following bureaucratic rules.
D)greater proficiency in completing forms.
E)better understanding of the client's point of view.

Question 24

"The smile comes before the sale." This slogan underscores the importance of

A)the sectoral transformation.
B)tertiarization.
C)routinization.
D)total quality management.
E)face-work.

Question 25

Routinizing service interactions is _____, but it increases the customer's sense of _____.

A)impersonal; control
B)efficient; impersonality
C)expensive; value added
D)demeaning; superiority
E)alienating; control

Question 26

An example of a low-paid distributive service is:

A)transportation.
B)communication.
C)natural gas utilities.
D)retail trade.
E)public administration.

Question 27

Why might taxi drivers routinely fumble in making change?

A)Because of high crime rates, taxi drivers carry only $10 in change.
B)Taxi drivers are embarrassed to handle money.
C)Taxi drivers are manipulating the interaction to increase the tip.
D)Taxi drivers are too distracted by the traffic to make change properly.
E)Taxi drivers dislike the interaction with customers that is required to make change.

Question 28

For a "customer" who is present involuntarily, service workers

A)dispense with face-work.
B)relax their expectations for the customer role.
C)do not routinize the interaction.
D)avoid all interactions.
E)ignore the customer.

Question 29

Kelly works in a sandwich shop.Every evening at closing time, she must work through a checklist that specifies how the kitchen must be cleaned, the receipts tallied, the doors locked, and so on.This procedure is an example of

A)emotion work
B)face-work.
C)routinization.
D)social control.
E)sectoral transformation.

Question 30

Burnout results from

A)chronic stress in a service job.
B)pay that is too low.
C)erratic hours of work.
D)unregulated temperature in the workplace.
E)social control.

Question 31

Emotion work is part of the interaction standard for

A)employers interacting with service workers.
B)customers interacting with service workers.
C)customers interacting with employers.
D)service workers interacting with customers.
E)service workers interacting with employers.

Question 32

Salad bars have helped reduced costs in restaurants.How?

A)Customers eat less salad when they use a salad bar.
B)Customers who serve themselves at a salad bar do not have to be served by a waitperson.
C)Salad bars prominently feature inexpensive ingredients.
D)Customers eating salad do not complain so much about how slow the cooks are.
E)Customers who eat salad first are satisfied with smaller servings of meat.

Question 33

Scientific management sought to minimize the time and effort required for factory workers to complete a task.In services, a parallel process is called

A)the sectoral transformation.
B)tertiarization.
C)routinization.
D)total quality management.
E)face-work.

Question 34

Kelly works in a sandwich shop.Every evening at closing time, she must work through a checklist that specifies how the kitchen must be cleaned, the receipts tallied, the doors locked, and so on.This procedure is an example of

A)emotion work
B)face-work.
C)routinization.
D)social control.
E)sectoral transformation.

Question 35

Customers want fast-food hamburgers at lunchtime and dinnertime.This observation is an example of _____ services.

A)routinization
B)productivity
C)time-bound
D)burnout
E)facework

Question 36

During a recession, when workers' incomes drop, services such as fast food and repair

A)hire more workers to improve service.
B)train workers more intensely.
C)invest in more technology to raise productivity.
D)move from the market back to home production.
E)supervise workers more closely to reduce pilferage.

Question 37

In which of the following countries would the process of tertiarization most likely be found?

A)Great Britain
B)Switzerland
C)New Zealand
D)Guatemala
E)United States

Question 38

Tertiarization implies the development of industries in which historical order?

A)agriculture->services
B)agriculture->manufacturing->services
C)services->agricultural->manufacturing
D)services->manufacturing
E)manufacturing->agriculture->services

Question 39

"Acts provided in return for payment" is the definition of

A)productivity.
B)time-boundedness.
C)tertiarization.
D)compensation.
E)services.

Question 40

Which of the following accurately pairs a high-paying service industry with a low- paying one?

A)retail trade -- personal services
B)transportation -- communication
C)professional services -- finance
D)wholesale trade -- retail trade
E)insurance -- public administration

Question 41

Managers control service workers in each of the following ways, except for one.What is the EXCEPTION?

A)providing training.
B)electronic monitoring.
C)rewarding customers who find mistakes in worker procedures.
D)encouraging the general public to call misbehavior to the attention of management.
E)making an example of a customer who fails to observer the "customer's role."

Question 42

Service workers are likely to receive higher compensation if their customer is

A)an individual consumer.
B)a family.
C)a business organization.
D)a college student.
E)another service worker.

Question 43

At Hamburger University, workers were told to vary their greetings to customers.Why?

A)This keeps the workers awake.
B)This constitutes a code to alert supervisors of potential problems.
C)This prevents the customer from seeing how routine the interaction is.
D)This cues the cooks about the order in which to prepare orders.
E)This reminds the customer to play the "customer's role."

Question 44

What kind of service is an Internet service provider?

A)personal service
B)distributive service
C)business service
D)social service
E)producer service

Question 45

A driver for a trucking firm works in a

A)personal service.
B)distributive service.
C)business service.
D)social service.
E)producer service.

Question 46

A manager may monitor employee behavior by

A)observing the greeter in a discount store welcoming customers to a store.
B)distributing surveys to their customers inquiring about the adequacy of service or particular areas that require further attention.
C)electronically eavesdropping on telephone operators' conversations.
D)checking directly with the customers to see if service has been adequate.
E)all of the above.

Question 47

A service interaction is most likely to be sexualized when:

A)the service provider is a woman, and she does emotion work.
B)the service provider is a minority-group member, and the interaction is face-to-face.
C)the interaction is routinized and the industry is bureaucratized.
D)the interaction is in the retail apparel industry.
E)the interaction is in a low-paying industry.

Question 48

Police work is an example of a

A)personal service.
B)distributive service.
C)business service.
D)social service.
E)producer service.

Question 49

In the struggle to control the service interaction, the manager's position is

A)the customer is always right.
B)a good worker should always be supported.
C)might makes right.
D)the customer should be happy but the interaction should not take too long.
E)damn the torpedoes, full speed ahead!

Question 50

Employee lounges, flextime, and group support are examples of ways that employers try to overcome

A)stress.
B)low productivity.
C)unhappy customers.
D)face-work.
E)"losing it."