Question 1

Which of these characteristics was not one of the seven identified by Czepiel et al. (1985) as part of the service encounter.&#10;A) Specific roles for the service employee and customer&#10;B) Both parties seek something from the encounter&#10;C) Wide in scope. Deep conversation included&#10;D) Follows a pre-determined set of rules

Accepted Answer

Czepiel et al. (1985) identified characteristics of service encounters, but deep conversation or being wide in scope was not among them. Their focus was more on the structured aspects of the encounter, such as predefined roles and rules.

Question 2

Bateson (2000) describes the service encounter as a 'three cornered' struggle for control. The customer and the organization are two of the participants. Who is the third?&#10;A) The back office employee&#10;B) The customer service manager&#10;C) The front line employee&#10;D) The quality manager

Accepted Answer

The third participant in the 'three cornered' struggle for control in a service encounter, as described by Bateson, is the front line employee. This reflects the dynamic interaction between the customer, the organization (represented by its front line employees), and the employees themselves, each trying to control the service encounter to their advantage.

Question 3

Which of the following actions would not enhance the service encounter for the customer?&#10;A) Empowering the front line staff&#10;B) Better recruitment and training of staff&#10;C) Monitoring staff performance&#10;D) Having rigid rules and procedures

Accepted Answer

Having rigid rules and procedures can limit the flexibility of staff to respond to customer needs and preferences, potentially leading to a less personalized and satisfactory service encounter.

Question 4

Which queuing system do customers in most situations expect?&#10;A) Last in First Out (LIFO)&#10;B) Shortest Processed First&#10;C) First in First Out (FIFO)&#10;D) Serve in Random Order

Accepted Answer

Customers typically expect a First in First Out (FIFO) system, where the first customer to arrive is the first to be served. This is perceived as the fairest system in many service contexts.

Question 5

Which type of queue would be most likely at the checkout of a large supermarket?&#10;A) Single line queue&#10;B) Multiple line queue&#10;C) Priority queue&#10;D) Diffuse queue

Accepted Answer

Multiple line queues are commonly used in large supermarkets because they allow for several customers to be served simultaneously, reducing wait times and improving efficiency. Each checkout lane operates independently, allowing for multiple transactions to occur at the same time.

Question 6

Not joining a queue because it looks too long is an example of which type of queuing behaviour?&#10;A) Rejecting&#10;B) Reneging&#10;C) Balking&#10;D) Refusing

Accepted Answer

The answer of Not joining a queue because it looks...

Question 7

Leaving a queue after waiting some time is called _______________?&#10;A) Rejecting&#10;B) Reneging&#10;C) Balking&#10;D) Refusing

Accepted Answer

Reneging refers to the act of leaving a queue after having waited for some time, indicating a customer's decision to abandon the wait due to various possible reasons such as long wait times or changes in priorities.

Question 8

Which of the following is not one of the usual responses in the psychology of waiting lines put forward by Maister (1985)&#10;A) a. Unoccupied time feels longer than occupied time&#10;B) Anxiety makes waiting feel longer&#10;C) Unexplained waits seem longer than explained waits&#10;D) Group waiting feels longer than solo waiting

Accepted Answer

Maister (1985) proposed several principles regarding the psychology of waiting lines, including that unoccupied time feels longer than occupied time, anxiety makes waiting feel longer, and unexplained waits seem longer than explained waits. However, the idea that group waiting feels longer than solo waiting was not one of his propositions.

Question 9

In what circumstances might a queue for a service be a good sign for an operation?&#10;A) A long queue at a supermarket checkout&#10;B) A long queue at an airport check-in terminal&#10;C) A long queue for the cloakroom at a theatre&#10;D) A long queue at a high street restaurant

Accepted Answer

A long queue at a high street restaurant often indicates high demand and popularity, suggesting that the food and service are worth waiting for. This can attract more customers and enhance the restaurant's reputation.

Question 10

The action a service provider takes in response to a breakdown in service delivery is called ________________?&#10;A) Service failure&#10;B) Service recovery&#10;C) Service planning&#10;D) Customer service

Accepted Answer

Service recovery is the action a service provider takes in response to a breakdown in service delivery. It involves steps to correct a problem and satisfy the customer after a service failure has occurred.

Deck 8: Managing the Service Encounter