People ,Promotion service

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

• Chef

   

• Front desk clerk

• Housekeeping employee

• Concierge

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

•  

  Person/role

   

   

   

• Vertical

• Organization/client

• Inter-client

Which of the following is an intangible component of a car repair shop? 
 

• Wake-up call

• Room service

• Guest rooms

• Guaranteed reservations

A consumer is more likely to complain when the: 

• Icing on the bakery cake is dark chocolate instead of milk chocolate as ordered

• Mechanic fills the radiator with antifreeze instead of water

• Repair person is 30-minutes late

• Flowers he ordered for his wife's birthday are not delivered

Which of the following represent the process of making a meaningful picture by selectively organizing a set of stimuli?

• Belief

• Both a & b

• Attitude

• Perception

Customers are viewed as _____ when they produce a service for themselves. 

• Customer mix managers

   

• Competitors

• Productive resources

• Contributors to quality and satisfaction

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:

• Service competency

   

• Empathy

• Assurance

• Service inclination

A consumer is more likely to complain when: 

• The level of ego involvement in the purchase is high

• He or she is the only one who experienced service failure

• Service failure costs less than $5.00

• The purchase is one that is made routinely

When a customer of Twin Cities Rehabilitation Center complained that his therapist was one hour late for their appointment, the owner of the center gave the customer credit for one free hour of therapy. The action taken by the owner is an example of ___________.

• Service paradox

• Service inconsistency

• Service recovery

• Outcome fairness

W hen Roberta gets her hair cut, she carefully explains to the hair stylist how she expects it to look once the haircut is finished. Roberta is playing the role of

•  

  Contributor to quality and satisfaction

• Customer mix manager

• Productive resource

• Recruiter