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Exam 11: Employees Roles in Service Delivery

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Question 1

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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:

A) Including employees in the company vision
B) Empowering employees
C) Measuring and rewarding strong service performers
D) Promoting teamwork
E) Developing service-oriented internal processes

F) A) and E)
G) B) and E)

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Question 2

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When Abu went to open a bank account at First National Bank,he was greeted by a friendly account representative who explained the different types of savings and checking accounts,as well as other banking services (e.g.,ATM,direct deposit,credit cards,and consumer loans) that were available.According to the service marketing triangle,the actions by the account representative are a form of _____ marketing.

A) Internal
B) Interactive
C) Integrated
D) Strategic
E) External

F) A) and B)
G) A) and D)

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Question 3

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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.

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

Discuss the following statement: "Service quality dimensions are driven by employee behavior."

Benford Bank recently opened a school with kindergarten through fifth grade classes run by the county school system and a child-care center at its headquarters office park.By providing "work-and-family" benefits designed to help employees balance the stresses of a demanding job and family life,Benford Bank is:

What kind of labor is the hotel operator performing when she has to explain for the 120^th time why the hotel's fire alarm went off accidentally - with a smile?

Empowerment is simply giving employees the authority to make decisions on the customer's behalf.

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:

In the service marketing triangle,______ marketing refers to enabling the service promise.

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.

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.What role does this passenger have the cabin crew playing?

Employee appearance and dress are important aspects of the _________ dimension of service quality.

In the service marketing triangle,_____ marketing refers to communications a firm uses to make promises to customers regarding service delivery.

All of the following are potential benefits of empowering frontline service workers EXCEPT:

Many service organizations have discovered that,to be truly responsive to customer needs,frontline employees need to be ___________ to accommodate customer requests and to recover on the spot when things go wrong.

Domino's instructs its telephone pizza order takers to pick up the telephone on the first ring and not to put customers on hold.When answering the telephone,an order taker must be energetic,friendly,and let the customer hear the smile on his or her face.Domino's guidelines for order takers' telephone answering behavior will influence which of the following service quality dimensions for Domino's?

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.

A service firm that conducts periodic internal marketing research to assess employee satisfaction and needs is using which of the following human resource strategies for closing provider gap 3?

Even though it is not a part of the monthly spraying,Crimmins Pest Control employees are allowed to spray fire ant mounds when the customer requests it without asking management.What human resources management strategy does this exemplify?