Deck 2: The Services Sector: Supersectors and Ethical Considerations

Question 1

​The financial activities supersector consists of all the following except:

A)​Finance.
B)​Insurance.
C)​Social Assistance.
D)​Investments.
E)​Securities.

Answer 1

C

Question 2

More than ____% of the workforce within the arts,entertainment,and recreation subsector have no formal education beyond high school.

A)35
B)40
C)45
D)50
E)55

Answer 2

B

Question 3

All of the following are true regarding the information supersector except:

A)It is wide in scope,accounting for 16% of all employment.
B)Software publishing is the fastest-growing subsector.
C)Major players include publishing,motion picture,and broadcasting industries.
D)It includes data processing services.
E)Google and Yahoo are part of this industry.

Answer 3

A

Question 4

Consumers often have a difficult time objectively evaluating services before purchase.This is due primarily to:

A)intangibility.
B)inseparability.
C)perishability.
D)standardization.
E)heterogeneity.

Question 5

The service industry criticism that as manufacturing jobs continue to decline,the supply of labor for service jobs will increase,driving service wages lower is referred to as:

A)materialismo snobbery.
B)the dichotomization of wealth.
C)material dichotomization.
D)manufacturing superiority.
E)service myopia.

Question 6

A bank looking to the best practices of other banks in the industry for service improvement ideasis an example of:

A)materialismo snobbery.
B)service myopia.
C)dichotomization of services.
D)service vigilance.
E)organizational relationships.

Question 7

All of the following are true regarding the wholesale and retail trade supersector except:

A)most wholesalers are large,employing more than 200 workers.
B)a high school education is sufficient for most jobs within the wholesaling subsector.
C)in clothing,grocery,and general merchandise retail,employment growth is expected to be small,butthere are many job openings due to high turnover.
D)employment in automotive sales is projected to grow at 11 percent.
E)weekly wages are high and job opportunities promising for automotive service technicians who havecompleted formal training.

Question 8

The professional and business supersector includes all of the following subsectors except _____ services.

A)computer systems design and related
B)management,scientific,and technical consulting
C)transportation
D)employment
E)advertising and public relations

Question 9

All of the following are beliefs of materialismic snobs except:

A)only manufacturing can create real wealth.
B)all nonmanufacturing sectors of the economy are parasitic and/or inconsequential.
C)without manufacturing,there will be little for people to service.
D)the continued shift to a service economy will jeopardize the American way of life.
E)the increase in service jobs will increase the standard of living in the United States.

Question 10

Paying close attention to whether one's actions are right or wrong and why one is behaving in that manner is referred to as:

A)business ethics.
B)dichotomization of wealth.
C)ethical vigilance.
D)service ethics.
E)materialismo snobbery.

Question 11

It is generally accepted that the ____ economy includes the "soft parts" of the economy consisting of nine industry supersectors.

A)service
B)industrial
C)agricultural
D)information
E)goods

Question 12

The principles of moral conduct that guide behavior in the business world are called:

A)business ethics.
B)ethics.
C)ethical vigilance.
D)service ethics.
E)organizational ethics.

Question 13

All of the following are subsectors of the leisure and hospitality industry except:

A)food services and drinking places.
B)hotels and other accommodations.
C)arts,entertainment,and recreation.
D)advertising and public relations.
E)None of these are exceptions.

Question 14

Which of the following is true regarding the insurance industry?

A)It is one of the nine supersectors of the services industry.
B)It is a subsector of the education and health services supersector.
C)Employment in the insurance industry is expected to grow by 20% between 2015 and 2020.
D)Future job growth is limited in part by Internet sales methods.
E)Office and administrative personnel are typically college-educated.

Question 15

More than one out of ____ employees within the food service and drinking establishments subsector are between the ages of 16 and 19.

A)three
B)four
C)five
D)six
E)seven

Question 16

Which subsector is the second-largest employment industry,accounting for 13.3 million jobs?

A)educational services
B)healthcare
C)social assistance
D)professional services
E)food services

Question 17

The world's largest industry in the private sector and highest projected generator of jobs is:

A)business services.
B)the hospitality industry.
C)health services.
D)professional services.
E)the food service industry.

Question 18

​Which of the following subsectors of the government supersector is also called the not-for-profit sector?

A)​federal government
B)​state and local government
C)​advocacy,grantmaking,and civic organizations
D)​information sector
E)​arts,entertainment,and recreation

Question 19

Who provides an overview of each of the nine supersectors as well as a career guide?

A)A government
B)U.S.Bureau of Labor Statistics
C)Federal Trade Commission
D)Federal Communication Commission
E)American Marketing Association

Question 20

Which of the following statements is NOT an explanation for why service consumers are particularly vulnerable to ethical misconduct?

A)Services possess few search attributes.
B)Services are often specialized and/or technical.
C)Services are deeds,efforts,or performances.
D)The time lapse between performance and evaluation is sometimes significant.
E)Many services are sold without guarantees and warranties.

Question 21

Sam and Gloria,who deliver services outside the firm's physical facilities,are examples of:

A)roaming salespeople.
B)expanding service providers.
C)boundary-spanning personnel.
D)area coordinators.
E)regional responders.

Question 22

Discuss the reasons that consumers are particularly vulnerable to ethical misconduct within the service sector.

Question 23

Ethical improprieties have been linked to:

A)customer dissatisfaction.
B)employee dissatisfaction.
C)unfavorable word-of-mouth publicity.
D)job-related tension and anxiety.
E)all of these.

Question 24

​As an auditor,Joe learned of promising breakthrough technology not yet known to the public.He immediately purchased a large number of shares of stock to resell after the technology was made public.This type of ethical issue falls under:

A)cognitive moral development.
B)structure conflict.
C)organizational relationships.
D)conflict of interest.
E)relationship conflict.

Question 25

Which of the following statements is NOT an explanation for why service consumers are particularly vulnerable to ethical misconduct?

A)Services are often provided by boundary-spanning personnel.
B)Variability in service performance is somewhat accepted.
C)Reward systems are often outcome-based as opposed to behavior-based.
D)Consumers are active participants in the production process.
E)Other consumers are involved in the production process.

Question 26

Compare the concerns that were expressed over the transition from an agricultural economy to an industrial economy to today's concerns associated with moving from an industrial economy to a service economy.

Question 27

What are the suggested strategies for controlling and managing ethical behavior?

Question 28

List the nine service supersectors.Which supersector is projected to have the highest employment growth?

Question 29

Which of the following statements regarding ethics is correct?

A)Research indicates that employees desire a code of ethics.
B)Research indicates that employees of firms that have codes of ethics believe that violators of the code should be punished.
C)Leaders must be examples of the standards of ethical conduct.
D)Employees often emulate the behavior of their supervisors.
E)All of these are correct.

Question 30

Which of the following is NOT a suggested strategy for controlling and managing ethical behavior?

A)employee socialization
B)corrective control
C)service/product knowledge
D)follower training
E)standards of conduct

Question 31

.The process through which an individual adapts and comes to appreciate the values,norms,and required behavior patterns of an organization is called:

A)a code of ethics.
B)standards of conduct.
C)employee socialization.
D)rules for ethical conduct.
E)conduct regulations.

Question 32

Discuss how the term materialismo snobbery is related to service wages.

Question 33

Situations where the service provider feels torn between the needs of the customer,the organization,and the service provider's own personal interest are referred to as:

A)cognitive moral development.
B)conflict of interest.
C)organizational relationships.
D)structure conflict.
E)relationship conflict.

Question 34

Describe the consequences of ethical misconduct.

Question 35

Formal standards of conduct that assist in defining proper organizational behavior are called:

A)a code of ethics.
B)standards of conduct.
C)employee socialization.
D)rules for ethical conduct.
E)conduct regulations.

Question 36

Consumer participation in production increases opportunities for ethical misconduct by service providers because:

A)it increases opportunities for coercive influence strategies used by the service provider.
B)the service provider is not under the direct supervision of a manager.
C)the customer's participation voids any guarantees.
D)of the time lapse between participation and results.
E)of increased search attributes.