Question 1

Suggestion involvement empowers employees to make recommendations through formalized channels.

Accepted Answer

Suggestion involvement encourages employees to participate in decision-making and make suggestions through formal channels such as suggestion boxes, employee forums, and feedback systems. This helps to improve employee engagement, job satisfaction, and organizational performance.

Question 2

The "Cycle of Failure" includes all of the following EXCEPT ____________.

Accepted Answer

The Cycle of Failure refers to a system of management practices that can lead to failure in an organization. It includes emphasis on rules (A), attracting new customers (B), low skill levels (D), and use of technology to control quality (E). Adequate pay and job security (C) are not mentioned as part of the Cycle of Failure.

Question 3

From the customer's perspective which of the following is the most important aspect of service?

Accepted Answer

The encounter with service staff is the most important aspect of service from the customer's perspective. This includes the friendliness, professionalism, and knowledge of the staff. It can greatly impact the customer's overall experience and satisfaction. While the other options are also important, the encounter with service staff is the most significant.

Question 4

When firms are organized by functional structures ____________.

Accepted Answer

When firms are organized by functional structures, there's a risk that customers can "fall between the cracks" because the organization is divided into departments by function (e.g., sales, marketing, production), which can lead to less coordination and focus on the overall customer experience.

Question 5

The "Cycle of Mediocrity" is most often found in large, bureaucratic organizations like regulated oligopolies.

Accepted Answer

The cycle of mediocrity is a phenomenon commonly observed in large, bureaucratic organizations such as regulated oligopolies. This is because these organizations tend to become complacent, resistant to change, and lacking in innovation, leading to a perpetuation of mediocre performance.

Question 6

Technical skills encompass all the required knowledge related to processes.

Accepted Answer

Technical skills refer to the specific knowledge and abilities required to perform tasks related to processes.

Question 7

Service sabotage is classified as either covert (displayed only to co-workers) or overt (displayed only to customers).

Accepted Answer

Service sabotage is classified as either covert (displayed only to customers) or overt (displayed openly to customers and colleagues).

Question 8

Full-time workers perform better than part-time workers, but part-time workers are more satisfied.

Accepted Answer

Performance and satisfaction levels can vary widely among individuals and are influenced by many factors beyond their employment status, such as job fit, work environment, and personal circumstances. There is no universal rule that full-time workers perform better or that part-time workers are more satisfied.

Question 9

Outcomes of the "Cycle of Failure" for firms include ____________ and ____________.

Accepted Answer

The "Cycle of Failure" typically leads to low service quality due to the negative impact on employee morale and the resulting decrease in employee motivation to provide high-quality service. Additionally, the cycle often results in high employee turnover as talented employees become frustrated with the negative work environment and choose to leave the company.

Question 10

The four things that must be systematically redistributed throughout an organization to empower employees are ____________, ____________, ____________, and ____________.

Accepted Answer

The four things that must be systematically redistributed throughout an organization to empower employees are power, information, rewards, and knowledge. Choice C lists these four things in the correct order.

Question 11

Great references from past employers are not a form of behavioral observation.

Accepted Answer

Great references from past employers are a form of behavioral observation because they typically include assessments of how an individual behaved in specific situations or performed certain tasks in their previous roles.

Question 12

Interpersonal skills include visual communication, attentive listening, and body language and tend to be specific to each service setting.

Accepted Answer

The answer of Interpersonal skills include visual communication, attentive listening,...

Question 13

Companies that engage in a "Cycle of Success" are more likely to have which of the following?

Accepted Answer

A "Cycle of Success" involves a positive feedback loop where happy employees lead to satisfied customers, which in turn leads to higher profits for the company. With higher profits, companies are able to offer better wages to employees, creating an even happier workforce. Therefore, all of the above - happier employees, more loyal customers, higher profit margins, and better wages - are likely outcomes of a "Cycle of Success."

Question 14

Part-time customer service representatives are far less likely to be satisfied with their work as full-time staff.

Accepted Answer

Job satisfaction among part-time and full-time customer service representatives can vary widely based on factors such as work environment, job design, and individual preferences, rather than their part-time or full-time status alone.

Question 15

Training is most effective at reducing ____________.

Accepted Answer

The answer of Training is most effective at reducing ____________.
...

Question 16

Organizations that display a commitment to effective human resources management are characterized by ____________.

Accepted Answer

A distinctive culture of service leadership and role modeling by top management is a key characteristic of organizations that display a commitment to effective human resources management. This involves a focus on the development and well-being of employees, as well as a dedication to delivering quality products and services to customers. Choices A, C, and E are incorrect because they do not accurately describe the characteristics of organizations that prioritize HR management. Choice D may be a possible outcome of effective HR management, but it is not a defining characteristic.

Question 17

Service employees are important to customers and competitive positioning, because the front line ____________.

Accepted Answer

The answer of Service employees are important to customers and...

Question 18

Employee satisfaction typically has little impact on customer satisfaction.

Accepted Answer

Employee satisfaction has a significant impact on customer satisfaction. Satisfied employees are more likely to provide better customer service, which leads to higher customer satisfaction. Studies have also shown a positive correlation between employee satisfaction and customer loyalty.

Question 19

Empowerment is based on the "control" model that assumes employees are capable of making good decisions.

Accepted Answer

Empowerment is based on the "trust" model, assuming employees are capable and trustworthy to make good decisions, rather than controlling them.

Question 20

A strategy of empowerment is most likely to be appropriate when which of the following factors are present within the organization and its environment?

Accepted Answer

Empowerment is most effective when customer interactions are relational rather than transactional. This allows employees to use their discretion and judgment to handle customer needs and provide personalized service. The other factors listed (A, B, and C) suggest a more standardized and stable environment, which may not require as much empowerment for employees.

Quiz 11: Managing People for Service Advantage