Deck 15: Organizing for Service Leadership

Question 1

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

Answer 1

False

Question 2

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

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

Answer 2

D

Question 3

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

Answer 3

False

Question 4

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 5

All of the following are hurdles leaders face in reorienting and formulating a strategy in turnaround situations EXCEPT ___________.

A)resource hurdles
B)cognitive hurdles
C)political hurdles
D)motivational hurdles
E)leadership hurdles

Question 6

In service losers,marketing only plays a tactical role.

Question 7

Companies who base their competitive advantage in a specific technological process are likely to succeed.

Question 8

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 9

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

Question 10

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

Question 11

_____________ is NOT a way to reduce interfunctional conflict.

A)Having top management's commitment to ensure that the overarching objectives of all departments are integrated
B)Having cross-functional project teams for new service development
C)Having cross-functional service delivery teams
D)Having a charismatic leader
E)Appointing someone to integrate specific objective,activities and proceses between departments

Question 12

_________ in a business context involves continual changes.

A)Transformation
B)Evolution
C)Revolution
D)Leadership
E)Performance

Question 13

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 14

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

A)Collaborative.
B)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 15

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

Question 16

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

Question 17

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

Question 18

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.

Question 19

Service professionals are the best in their respective industries.

Question 20

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 21

According to __________,the "role of the leader is to define reality and give hope."

A)Pernille Spiers-Lopez
B)Don Peppers
C)Martha Rogers
D)Kenneth Chenault
E)Sandra Vandermerwe

Question 22

List one of American Express's main competitors.

Question 23

Describe the qualities of a service leader.

Question 24

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

Question 25

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

Question 26

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 27

Kenneth Chenault is CEO of ______________.

A)Fedex
B)Southwest Airlines
C)Marriott
D)American Express
E)Stena Lines

Question 28

Service systems are evolving into a science where it is necessary to have knowledge experts that cut across different disciplines.

Question 29

Which company is leading the world in its service science initiative?

Question 30

List the links in the Service-Profit Chain.

Question 31

What is the main reason that customers patronize service losers?

Question 32

What is service science?

A)Study of how excellent service can be achieved.
B)An approach for developing service operation that can create value for our customers.
C)An approach to enable us to study,design and manage effective service systems that create value for our customers.
D)A study of various disciplines in the sciences,like logistics management.
E)An approach to designing and managing complex service systems.

Question 33

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

Question 34

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

Question 35

Distinguish the difference between organizational culture and organizational climate.

Question 36

Give an example from the chapter of a firm that is today known as the icon in travel and financial services.

Question 37

____________ is NOT one of the leadership styles identified by Daniel Goleman.

A)Pacesetting leaders
B)Authoritative leaders
C)Affiliative leaders
D)Coaching leaders
E)Transformational leaders

Question 38

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 39

The strategic goals for the Boston Museum of Fine Arts include all of the following EXCEPT __________.

A)improve management and knowledge of their collections
B)exhibit the works of the artists worldwide
C)engage,educate and delight visitors
D)enlarge and improve the physical plant
E)ensure fiscal stability

Question 40

Turnaround is to change the focus and strategy of the firm to take advantage of changing conditions and new technology.

Question 41

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

Question 42

What does Rosabeth Moss Kanter suggest is good for turnaround situations?

Question 43

Why did Microsoft launch the Customer and Partner Experience initiative?