Deck 4: The Service Encounter

Question 1

Informal ethical controls are necessary to set boundaries for what is considered acceptable behavior.

Answer 1

False

Question 2

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

Answer 2

True

Question 3

The effectiveness of an online encounter can be measured using E-S-QUAL.

Answer 3

True

Question 4

Empowerment begins with delegation.

Question 5

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

Question 6

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

Question 7

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

Question 8

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

Question 9

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

Question 10

Acceptance of new technology by customers is hampered because a new script must be learned.

Question 11

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

Question 12

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

Question 13

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

Question 14

A customer who does not clear his or her table at a fast-food restaurant has violated his or her script.

Question 15

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

Question 16

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.

Question 17

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

Question 18

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

Question 19

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

Question 20

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

Question 21

Some organizations use a website for internal communications only.

Question 22

Delegation is acting on another's behalf.

Question 23

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

A) Situational vignette.
B) Abstract questioning.
C) Direct questioning.
D) Acting as a customer.

Question 24

Customer and server interact face-to-face in technology-mediated service encounters.

Question 25

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

A) Investment in people.
B) Use of information technology.
C) Linking compensation to performance.
D) Development of training programs for employees.

Question 26

Serving a disabled person is an example of an unreasonable demand.

Question 27

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

A) Choice of language.
B) Use of stories.
C) Motto.
D) Manual.

Question 28

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

A) an economizing customer
B) an ethical customer
C) a personalizing customer
D) a convenience customer

Question 29

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

A) unreasonable demands
B) a technical breakdown in service delivery
C) incompetent contact personnel
D) a lack of attention to detail by contact personnel

Question 30

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

A) the layers of supervision are reduced
B) contact personnel are trained, motivated, and supplied with timely computer-based information
C) the service encounter is managed at the point of delivery
D) limiting discretion of contact personnel

Question 31

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

A) obsolete
B) facilitators
C) inspectors
D) supervisors

Question 32

A "moment of truth" is not ________.

A) an opportunity to influence a customer's perception of the service quality
B) critical in achieving a reputation for superior quality
C) when the customer is forming an opinion about the efficiency of the service
D) an interaction between a customer and a service provider

Question 33

Self-service has evolved from machine-assisted to Internet-facilitated.

Question 34

The most important attribute of customer-contact personnel is ________.

A) education
B) sales related knowledge
C) intelligence
D) empathy for the customer

Question 35

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

A) (a)
B) (b)
C) (c)
D) (d)

Question 36

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

A) Risk involvement.
B) Customer's control of the situation.
C) Amount of time involved.
D) Efficiency of the service process.

Question 37

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

A) Personalizing customer.
B) Convenience customer.
C) Goal-seeking customer.
D) Ethical customer.

Question 38

A visit to a psychiatrist represents a technology-free service encounter.

Question 39

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 ________.

A) unacceptable service
B) slow performance
C) unacceptable treatment of employees
D) unreasonable demands

Question 40

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

A) the organization
B) contact personnel
C) the customer
D) corporate culture

Question 41

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

A) Enterprise Rent-A-Car.
B) H & R Block.
C) McDonald's.
D) Jiffy Lube.

Question 42

________ is not an example of unethical customer-contact behavior.

A) Creating a need for service
B) Performing unnecessary services
C) Sharing customer information with third parties
D) Giving away a guaranteed reservation

Question 43

A customers who becomes intoxicated and disruptive is an example of ________.

A) unreasonable demands
B) abusive or hostile attitude
C) inappropriate behavior
D) demands contrary to policies

Question 44

Which of the following occurrences would be considered a "moment of truth" in a restaurant setting?

A) A diner considering the amount of tip to leave.
B) A child telling his parent what item on the menu looks good.
C) A waiter telling the cook what he really thinks of the manager.
D) A receptionist assigning a table to a customer.

Question 45

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

A) Job design/decision-making attitude.
B) Selection and training.
C) Pay and compensation.
D) Information and communication.

Question 46

________ is not one of the dimensions of the E-S-QUAL Website survey instrument.

A) Fulfillment
B) System availability
C) Navigation
D) Privacy

Question 47

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

A) efficiency versus satisfaction
B) efficiency versus autonomy
C) perceived control
D) autonomy versus satisfaction

Question 48

Self-service falls into the technology-________ service encounter category.

A) assisted
B) generated
C) facilitated
D) mediated

Question 49

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

A) Easy access.
B) Automatic verification.
C) Transaction security.
D) Fail-safe operation.

Question 50

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

A) Poor employee selection and training.
B) Customers not understanding their role in the process.
C) Customers having no money to pay the bill.
D) Unrealistic customer expectations.