Deck 15: Organizing for Change Management and Service Leadership

Question 1

Which of the following is one of the three functions that are tightly linked in effective service firms?

A) The management function.
B) The outputs function.
C) The inputs function.
D) The servicescape function.
E) The human resources function.

Answer 1

E

Question 2

Consistently meeting or exceeding customer expectations across multiple dimensions is a practice most likely seen in the "service leader" category of service performance.

Answer 2

False

Question 3

Controlling workers is a practice most likely seen in the "service losers" category of service performance.

Answer 3

True

Question 4

In the service profit chain, profitability, customer loyalty and customer satisfaction is due to _____________.

A) complacent reactionism
B) satisfied, loyal and productive employees
C) conducive servicescape
D) crossfunctional teams
E) reduction management

Question 5

Which of the following is NOT one of the six key factors that influence an organization's working environment?

A) Flexibility
B) Responsibility
C) Standards
D) Power
E) Clarity

Question 6

Implementing the Service Profit Chain requires a complete understanding of how marketing, accounting and human resources work together.

Question 7

In service losers, marketing only plays a tactical role.

Question 8

The company names of the "service professionals" level of service performance are synonymous with service excellence and an ability to delight customers.

Question 9

All of the following are qualities that effective leaders in service organizations should have EXCEPT ___________.

A) love for the business
B) ways of communicating that is easily understood
C) see service quality as foundation for competing
D) recognize the part played by employees in delivering service
E) diplomatic

Question 10

Which of the following is a component of service performance discussed under the marketing function?

A) Service quality
B) Service delivery
C) Productivity
D) Workforce
E) Role of operations

Question 11

There is a strong relationship between customer satisfaction and shareholder value.

Question 12

Organizational culture includes all of the following EXCEPT ____________.

A) shared perceptions or themes regarding what is important in the organization
B) shared values about what is right and wrong
C) shared understanding about what works and what doesn't work
D) shared beliefs, and assumptions about why these things are important
E) diverse styles of working and relating to others

Question 13

Which of the following is NOT one of the aspects of leadership in the future?

A) Leadership coming from emerging countries, with different styles.
B) Collaborative, using the team approach.
C) Leadership from behind, sharing power with others.
D) Building collective efforts.
E) Controlling employees so they do not act on impulse.

Question 14

Which of the following is a component of service performance discussed under the operations function?

A) Role of marketing
B) Competitive appeal
C) Introduction of new technology
D) Customer profile
E) Workforce

Question 15

_____________ is when leaders are able to display the behaviors that they expect of managers and other employees.

A) Role modelling
B) Motivational management
C) Affiliative leadership
D) Authoritative leadership
E) Political maneuvering

Question 16

Organizational climate represents the tangible surface layer on top of the organization's underlying culture.

Question 17

"Management by walking around" is an approach that exemplifies unsuccessful managers.

Question 18

Planning is designed to produce orderly results, not change.

Question 19

All service leaders have a strong focus on their customers only.

Question 20

Management keeps the current situation going through all of the following EXCEPT _____________.

A) Planning
B) Design
C) Budgeting
D) Controlling
E) Problem solving

Question 21

Daniel Goldman found which leadership style to be the most effective for achieving positive change and why was that so?

Question 22

Describe the competitive appeal of the "professional" level of service performance.

Question 23

Describe Cirque Du Soleil's critical financial issue.

Question 24

List one of Cirque Du Soleil's main competitors.

Question 25

Ideally, service firms should be organized in ways that enable the three functions of marketing, operations, and human resources to work closely together so that the organization can be responsive to its various stakeholders and achieve success in its chosen markets.

Question 26

What is the main reason that customers patronize service losers?

Question 27

Describe the qualities of a service leader.

Question 28

Companies who work for years building a loyal workforce with a strong service ethic may find that such a culture can easily be destroyed through change in leadership.

Question 29

Distinguish the difference between management and leadership.

Question 30

Leadership is a part of managerial work because the rate of change has been increasing. Even lower level managers now spend up to ____________ of their time leading.

A) 10 percent
B) 20 percent
C) 25 percent
D) 30 percent
E) 35 percent

Question 31

Top-level executives of outstanding service organizations spend incredible amounts of time setting profit goals and focusing on market share.

Question 32

Pernille Spiers-Lopez is president of ______________.

A) Fedex
B) Southwest Airlines
C) Marriott
D) IKEA North America
E) Stena Lines

Question 33

Organizations that are devoted to satisfying their current customers may miss important shifts in the marketplace and find them turning into has-beens.

Question 34

Cirque Du Soleil claims that they didn't reinvent the circus, they simply repackaged a way of presenting the circus show in a much more modern way.

Question 35

What did Sam Walton, founder of Wal-Mart, highlight the role of managers as?

Question 36

List the links in the Service-Profit Chain.

Question 37

What are the four levels of service performance according to the chapter?

Question 38

What is the dominant operations mindset for a service non-entity?

Question 39

Give an example from the chapter of a firm is able to achieve competitive advantage through stretch.

Question 40

The notion of ____________ is central to the professional lives of Cirque Du Soleil employees.

A) stretch
B) bind
C) hang
D) wince
E) edge

Question 41

Describe how Mitchell T. Rabkin of Beth Israel Hospital learnt the power of role modeling.

Question 42

Describe how William Bratton was able to make his officers very effective in their work.

Question 43

Why does IKEA North America have a strong culture of caring for its employees?