Question 1

When a lawyer feels a conflict between what she is asked to do and her own personality,orientation or values she is experiencing _____ conflict.

Accepted Answer

Person/role conflict occurs when an individual experiences conflict between their personal beliefs and values and the expectations of their role or job duties. In this case, the lawyer is experiencing a conflict between what she is asked to do (fulfill her duties as a lawyer) and her own personality, orientation, or values.

Question 2

At Pronto,a discount store chain,if the shelf price is not on an item,checkout clerks can take the customer's word for prices up to $20.The customer does not have to wait for the clerk to check the price with someone on the floor.By giving its employees the authority to make decisions on the customer's behalf,Pronto is:

Accepted Answer

Pronto is empowering its employees by giving them the authority to make decisions on the customer's behalf without having to consult someone else. This enables them to provide efficient service to customers and make decisions independently.

Question 3

During Benford Bank's annual "Stellar Teller" contest,tellers match their skills in the areas of money counting,knowledge of bank policy,and ability to make customers feel like royalty.To assess money counting skills,tellers are required to sort a mishmash of ones,fives,10s and 20s by denomination,arrange the bills so that they all face the same way,then tally the cash on an adding machine and put it back into a deposit bag.Time and accuracy count.A bank teller's money-counting skills are a:

Accepted Answer

Money-counting skills are a service competency, as they are essential for providing quality service to customers in a bank.

Question 4

A regional chain of travel agencies uses role-playing to determine how courteously and efficiently a potential employee will handle difficult customers who keep changing their minds.The travel agency is assessing:

Accepted Answer

The answer of A regional chain of travel agencies uses...

Question 5

Which of the following hotel employees is NOT a boundary spanner?

Accepted Answer

A boundary spanner is an employee who interacts directly with guests and external stakeholders, such as suppliers and local community members, to represent the hotel and create positive relationships. While all of the other job positions listed interact directly with guests and external stakeholders, a chef typically works in the back of the house and does not interact with these individuals. Therefore, the correct answer is A) Chef.

Question 6

A service firm in a particular industry or in a particular location can use which of the following human resource strategies to attract the best people?

Accepted Answer

Becoming a preferred employer is a human resource strategy that involves creating a positive employer brand and reputation that attracts high-quality job applicants. By offering competitive compensation and benefits packages, opportunities for career growth and development, and a positive work culture, the service firm can position itself as an attractive employer in the eyes of potential candidates. This can help the firm attract and retain the best people, which is critical for delivering high-quality service to customers. Providing needed outsourcing, using benchmarking, limiting the number of service encounters, and designing efficient servicescapes are not directly related to attracting the best people.

Question 7

On a recent concert tour,Aerosmith sang a number of classic songs from its past albums,in addition to playing songs from its newest album.By singing both old songs to satisfy older audience members and songs from its more recent album to satisfy younger fans,Aerosmith was trying to reduce _____ conflict.

Accepted Answer

The answer of On a recent concert tour,Aerosmith sang a...

Question 8

Which type of conflict results from the fact that Sully's Cleaning requires its employees to wear uniforms?

Accepted Answer

Person/role conflict arises when there is a discrepancy between an individual's personal values, needs, or ethics and the roles they are required to fulfill within an organization. In this case, the requirement for employees at Sully's Cleaning to wear uniforms may conflict with their personal preferences or sense of identity, thus leading to person/role conflict.

Question 9

At the restaurant last night,the restaurant owner asked the server to turn the television on the Braves game and to turn up the sound so he could hear it.A group at a nearby table asked the server to turn down the sound so they could hold a conversation.Yet another group of patrons asked that the television be turned to another channel that was showing a Clint Eastwood movie.The server had to deal with both _____ conflicts.

Accepted Answer

The conflict in this scenario involves the desires and preferences of different groups of patrons (inter-client conflict) as well as the preferences of the restaurant owner (organization/client conflict). Therefore, the best choice is D, inter-client and organization/client conflicts.

Question 10

Service employees who depend on tips or commissions for income are likely to face greater levels of _____ conflict than employees who receive a straight salary.

Accepted Answer

Service employees who rely on tips or commissions often face organization/client conflict due to the dual need to adhere to organizational policies while also satisfying client demands to earn tips or commissions.

Question 11

A telephone order taker for a catalog retailer is expected to treat each customer with concern and courtesy and be willing to spend as much time as needed to get the order taken,while not leaving other customers waiting on hold for too long.The telephone order taker is likely to experience _____ tradeoff.

Accepted Answer

The tradeoff in this scenario is between providing quality customer service (treating each customer with concern and courtesy and taking as much time as needed) and maintaining productivity (not leaving other customers waiting on hold for too long). This reflects a quality/productivity tradeoff.

Question 12

_____ labor entails delivering smiles,making eye contact,showing sincere interest,and engaging in friendly conversations with customers who are essentially strangers and who may not ever be seen again.

Accepted Answer

The description of the labor mentions aspects such as delivering smiles and showing sincere interest, which are related to emotions and attitudes. Therefore, the best choice is Emotional.

Question 13

A potential service employee should be assessed not only for service competencies,but for ___________.

Accepted Answer

The answer of A potential service employee should be assessed...

Question 14

The frontline service employees are referred to as:

Accepted Answer

Frontline service employees are referred to as boundary spanners because they essentially act as the intermediate between the organization and the customer. They are tasked with managing the service encounter and ensuring that customer needs are met while also representing the organization's interests.

Question 15

AT&T Universal Card Services (AT&T USC)gives its employees the right to grant credit lines to customers and adjust customers' bills without management approval.By giving its employees the authority to make decisions that will benefit its customers,AT&T USC is:

Accepted Answer

By giving employees the authority to make decisions without management approval, AT&T USC is empowering its employees and giving them control over their work. This can lead to increased job satisfaction and motivation to provide excellent customer service.

Question 16

All of the following are service inclination skills EXCEPT:

Accepted Answer

Clerical speed and accuracy is not a service inclination skill. It is a technical skill that may be important for certain roles, but it is not directly related to providing excellent customer service. The other options (social sensitivity, helpfulness, courtesy, thoughtfulness) all involve interpersonal interactions and behaviors that are essential for providing high-quality service.

Question 17

A state auditor who is expected to deliver quality,individualized service to state offices and departments while at the same time finishing jobs as quickly as possible is experiencing a(n)_____ tradeoff:

Accepted Answer

The tradeoff being experienced by the state auditor is between quality and productivity. They are expected to deliver high-quality, individualized service to state offices and departments while also finishing jobs quickly. These two goals may be competing, as spending more time on individualized service may decrease productivity and the speed at which jobs are completed. Therefore, the auditor must balance the tradeoff between quality and productivity.

Question 18

While being trained at Disney University in Orlando,Florida,Disney employees are told they are not just employees but pivotal "cast members" in a "show." From street sweepers to monorail pilots,each cast member must go out of his or her way to make the resort seem unreal.No matter how tired employees are or how deeply guests may try their patience,employees must never lose composure._______ labor is required of Disney employees to always maintain composure.

Accepted Answer

The sentence mentions that Disney employees must never lose their composure, indicating a requirement for emotional labor.

Question 19

During two-day orientation and extensive on-the-job training,each Ritz-Carlton Hotel employee learns the Ritz-Carlton Gold Standards,which contain a credo,20 basics of service,knowledge of one's work area,answering the telephone with a smile,wearing immaculate uniforms,and the three steps of service.The three steps of service are comprised of a warm and sincere greeting,anticipation and compliance with guests' needs,and a fond farewell using the guest's name,if possible.The Ritz-Carlton Hotel is using which of the following human resource strategies?

Accepted Answer

The Ritz-Carlton Hotel is using the human resource strategy of developing people to deliver service quality. This is evident through their two-day orientation and extensive on-the-job training, which includes teaching employees the Ritz-Carlton Gold Standards and the three steps of service.

Question 20

Sales associates at Nordstrom are given a "personal" book to keep track of customers' names,telephone numbers,height and weight,likes and dislikes (e.g.,color,style,and texture preferences),and charge account numbers to help them become a personal shopper for the customer.In addition,sales associates have an open account to send thank-you notes or flowers to customers.By having a personal book and sending thank-you notes or flowers to customers,Nordstrom's sales associates are showing they care by emphasizing the _____ dimension to influence customer perceptions of Nordstrom's service quality.

Accepted Answer

The sales associates at Nordstrom are showing empathy by keeping personal records of customers' preferences and sending thank-you notes or flowers, which demonstrates that they care about the customers' needs and wants.

Quiz 11: Employees Roles in Service Delivery