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Exam 11: Employees Roles in Service Delivery

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Question 21

True/False

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When an on-duty lifeguard must interact with people in a pleasant and professional manner and go repeatedly into the pool even though he has severe sunburn,the lifeguard is performing empathetic labor.

A) True
B) False

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Question 22

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Boundary spanners provide a link between internal departments of an organization.

A) True
B) False

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Question 23

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Flying across the Pacific Ocean is an eight-hour trip that could be dreadful if you did not fly Singapore Airlines.One frequent flyer between the U.S.and Japan noted its cabin crew gives the impression that it is truly their pleasure to serve the passengers.In short,they make flying with Singapore Airlines very satisfying.In terms of the service marketing triangle,the cabin crew engages in _____ marketing.

To be effective and efficient in their jobs,service workers require internal support systems that are aligned with their needs to be customer-focused.

According to the service profit chain:

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:

_____ 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.

Discuss the underlying logic of the service-profit chain

The reliability dimension of service quality - delivering the service as promised - is often totally within the control of frontline employees.

Why would an insurance company give all applicants for the position of customer service representative a personality test?

All of the following are service inclination skills EXCEPT:

Flying across the Pacific Ocean is an eight-hour trip that could be dreadful if you did not fly Singapore Airlines.One frequent flyer between the U.S.and Japan noted the Singapore cabin crew gives the impression that it is truly their pleasure to serve the passengers.Seating has been designed to provide comfort in the airline's wide body planes.In first class,the seats are referred to as sky suites because they are so roomy.Every meal is carefully planned and served.The commitment to making the long flight as pleasant as possible indicates Singapore Airlines:

The nature of many service jobs suggests that customer satisfaction will suffer slightly when employees work as a team.

A service provider that has an inappropriate employee evaluation and compensation system will experience provider:

At Harrah's Casinos and Hotels,a portion of employee compensation is linked to customer satisfaction scores,so employees have an investment in achieving excellent service levels.Employees also have a vested interest in the performance of the entire team in serving customers exceptionally well.Outstanding employees are recognized with special Chairman's Awards,and their names are published in Harrah's annual report.Harrah's is using which of the following human resources management strategies for closing provider gap 3?

A potential benefit of empowerment is quicker responses to dissatisfied customers during service recovery.

Which type of conflict is most commonly felt by an employee whose income depends largely on tips instead of a salary?

From the customer's point of view,internal marketing activities,as defined by the service marketing triangle,are the most significant.

In a service culture,good service is a way of life and it comes naturally to the members of the organization because it is an important norm.

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