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Exam 11: Employees Roles in Service Delivery

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Question 31

True/False

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Firms can train employees to develop technical skills by teaching them to engage in pleasant conversation,ask questions,or use humor as they interact with customers.

A) True
B) False

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Question 32

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The frontline service employees are referred to as:

A) Gatekeepers
B) Control centers
C) Boundary spanners
D) Service encounter experts
E) External service providers

F) A) and C)
G) C) and E)

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Question 33

Multiple Choice

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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 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?

There is a sign next to the door that you can see as you leave Mildred's Restaurant.It reads,"If you enjoyed your meal,please tell a friend." In terms of the service marketing triangle,this sign is a part of Mildred's _____ marketing.

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.

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 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?

In the service marketing triangle,_____ marketing refers to all the activities the firm must carry out to train,motivate,and reward its employees to enable the service promise to be delivered.

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.

Because Bella Harasian,certified medical doctor,does not like to deal with people,she can be described as having service competencies but not service inclinations.

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?

How would you explain a service culture to the owner of a talent agency who represents musicians and comedians who entertain on college campuses?

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

Discuss the four sources of conflict for boundary-spanning service workers.

Process reengineering is one of the easiest ways to develop service-oriented internal processes.

At AT&T Universal Card's 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,AT&T Universal Card is using which of the following human resource strategies for closing provider gap 3?

One way of promoting teamwork is to encourage the attitude that "everyone has a customer."

Harrah's Entertainment,a casino hotel company,has a company incentive program weighted toward team results.A relatively small percentage of compensation is based on individual goals.Everyone in the organization is rewarded based on customer service scores.Harrah's Entertainment is:

According to the service marketing triangle,an advertisement for Randonner Tours that describes the agency's customized bicycle tours through Europe is a form of _____ marketing.