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Exam 11: Employees Roles in Service

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Question 21

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FedEx honors a handful of non-management employees with its Golden Falcon award each month,recognizing efforts that are "above and beyond their customary line of duty." This award includes a gold pin with the gold falcon emblem and ten shares of FedEx stock.By giving deserving employees the Golden Falcon award,FedEx is using which of the following human resources management strategies for closing provider gap 3?

A) Hire the right people
B) Provide needed support systems
C) Retain the best people
D) Develop servicescapes to deliver service quality
E) Creating an employee-oriented culture

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

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Question 22

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Flying across the Pacific Ocean is an eight-hour trip that could be dreadful if you did not fly by Singapore Airlines.One frequent flyer between the United States 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.For this passenger,what role is the cabin crew playing?

A) Embodying the service
B) Marketing the organization
C) Personifying the service in the customer's eyes
D) Engaged in capacity management
E) Eliminating the need for differential advantages

F) C) and E)
G) D) and E)

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Question 23

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

At Universal Credit Card Services' (UCCS) customer service center in Jacksonville,Florida,customer service representatives are given immediate access via their computer screen to information and tools they need to serve the customer efficiently.When a customer calls,the representative can view the customer's account records and any notes from previous telephone calls from the customer.The representatives also have information on commonly asked questions.By providing immediate access to customer files,UCCS is using which of the following human resource strategies for closing provider gap 3?

According to the service marketing triangle,which of the following lists the types of marketing that must be successfully carried out in order for a service organization to succeed?

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.

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

A person/role conflict is most likely to arise in jobs where the service provider relies on commissions rather than a salary for his or her income.

Progressive Insurance examined insurance from the customers' viewpoint and saw how difficult it was to get an auto claim processed and paid by insurance companies.Then the company crafted its service strategy around solving that problem.The company has fleets of claim adjustors on the road every day,ready to rush to the scene of an accident in their territory and provide fast claims processing-sometimes on the spot.What advice would you give Progressive Insurance if it wanted to expand its market to include China,where there is a rapidly growing middle class?

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:

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?

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.

One of the potential costs in employee empowerment is:

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

The _____ dimension of service quality is highly dependent on employees' ability to communicate their credibility and to inspire trust and confidence.

Progressive Insurance examined insurance from the customer's viewpoint and saw how difficult it was to get an auto claim processed and paid by insurance companies.Then the company crafted its service strategy around solving that problem.The company has fleets of claim adjustors on the road every day,ready to rush to the scene of an accident in their territory and provide fast claims processing-sometimes on the spot.The ability of the insurance company to have an adjustor at accident sites so quickly is an example of which of the following service quality dimensions?

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.

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.

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

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