Deck 9: People As Strategy: Managing Service Personnel

Question 1

Which of the following is a boundary spanner?

A) college professors
B) Kohl's customer service representatives
C) McDonald's order takers
D) restaurant servers
E) all of the above

Answer 1

all of the above

Question 2

Boundary-spanning personnel typically experience different sources of conflict while performing their roles. Which of the following is not one of the sources?

A) person/role conflict
B) channel conflict
C) organization/client conflict
D) interclient conflict
E) all the above are sources of boundary spanning conflict

Answer 2

channel conflict

Question 3

A Disney Tram driver that is asked to break-up a fight between a feuding couple who is breaking off their engagement is experiencing which of the following types of conflict?

A) person/role conflict
B) channel conflict
C) organization/client conflict
D) inter-client conflict
E) all the above are sources of conflict

Answer 3

inter-client conflict

Question 4

Employees often attempt to reduce their role stress by engaging in a number of behaviors. Which of the following is not one of these behaviors?

A) ignore the customer
B) engage in a people-processing mode
C) use physical symbols in their office to regain some sense of control
D) overact the role and place the customer in a subservient role
E) all the above are ways employees attempt to reduce role stress

Question 5

Employee perceptions of one or more organizational strategic imperative is called ____________.

A) empowerment
B) enfranchisement
C) service passion
D) climate
E) production-lining

Question 6

__________ combines with empowerment a compensation method that ties pay to performance.

A) double empowerment
B) straight salary
C) enfranchisement
D) quota systems
E) straight commission

Question 7

Which of the following is not a benefit associated with empowerment?

A) quicker response to customer needs
B) quicker response to dissatisfied customers
C) employees feel better about their jobs and themselves
D) employees interact with customers with more enthusiasm
E) all the above are advantages of empowerment

Question 8

Which of the following is not a benefit associated with empowerment?

A) quicker response to customer needs
B) larger dollar investment is needed in selection and training of personnel
C) quicker response to dissatisfied customers
D) employees feel better about their jobs and themselves
E) employees interact with customers with more enthusiasm

Question 9

Empowerment approaches fall along a continuum that ranges from control-oriented to involvement-oriented. Which of the following empowerment approaches is the least involvement-oriented?

A) job involvement
B) suggestion involvement
C) high involvement
D) enfranchisement
E) contingency involvement

Question 10

The empowerment approach that allows employees to use a variety of skills andteams, but higher level decisions such as reward allocation are left to senior management to decide is called:

A) job involvement
B) suggestion involvement
C) high involvement
D) production line approach
E) contingency involvement

Question 11

In the extreme case the role conflict and ambiguity can lead to act of _____.

A) service runaround
B) subordinate service
C) service conflict
D) service sabotage
E) service environment

Question 12

Which one of the following facts about temporary workers is false?

A) 55% percent do not have health insurance
B) 25% are under the age of 25
C) 22% of the temp workforce is African American
D) 80% are female
E) Temps earn an average of 40 percent less per hour than full-time employees