Deck 15: Building a World-Class Service Organization

Question 1

What is required to transform a service firm from a service loser into a service leader?

Answer 1

Moving to a higher level of performance requires a comprehensive approach to service management. The 4 Ps of service should be carefully established with service brands designed to build customer satisfaction and compete successfully in marketspace. New technologies are increasingly opening up new markets and routes to reach obscure customer groups in innovative ways. Important decisions need to be made regarding service process and service environment where the customer interaction, or the "drama" of service, takes place. Healthy customer relationships can be built with long-run orientation and commitment from the leadership of the firm to reach the pinnacle of service.

Question 2

Service excellence is often underpinned by effective use of teams.

Answer 2

True

Question 3

For service leaders, the function of human resources is to coach and facilitate the workers.

Answer 3

False

Question 4

Market losers meet some quality expectations.

Question 5

Customers patronize service ________ for reasons other than performance

A)losers
B)non-entities
C)professionals
D)leaders

Question 6

Human leaders at the HR level of an organization need to take a service firm in the right direction.

Question 7

Senior executives see the quality of their employees as a strategic advantage.

Question 8

Which of the following is NOT a service performance level?

A)Service losers
B)Service non-entities
C)Service professionals
D)Service providers

Question 9

Customer loyalty helps firms achieve which of the following?

A)Increase in market share
B)Increase in shareholder value
C)Share of community goodwill
D)All of the above

Question 10

Does customer satisfaction have any long-term level impact on service organizations?

Question 11

Service non-entities have a clear market positioning strategy.

Question 12

Service leaders are recognized for innovation, focus, and excellence .