MSE Week 3

What is the key source of customer satisfaction, value, loyalty, and competitive advantage in a service organization?

• Middle management

• Technology

• Back-office employees

• Frontline service personnel

What is emotional contagion in the context of customer service?

• The spread of positive emotions from customers to employees

• The spread of emotions from employees to customers

• The impact of technology on customer emotions

• The use of emotional intelligence in service delivery

What is a common factor that leads to burnout in frontline service employees?

• High level of personal attention and concern required

• Limited job responsibilities

• Lack of customer interaction

• Low emotional labor

What is the 'Nut Island Effect' as described in the text?

• A positive team dynamic leading to success

• A successful case study in service management

• A destructive organizational dynamic resulting in failure

• An innovative approach to customer service

What is one of the key factors to consider when designing an effective customer service organization?

• Ignoring customer feedback

• Standardizing responses to customers

• Avoiding employee training

• Outsourcing all customer service functions

What is the role of technology in leveraging customer service?

• Creating barriers between customers and employees

• Reducing operational efficiency

• Providing real-time feedback from the marketplace

• Increasing manual work for employees

What is a characteristic of a service culture within an organization?

• Lack of appreciation for good service

• Focus only on external customers

• Shared values and beliefs among members

• Ignoring internal customers

What is one of the guidelines for effective program implementation in customer service?

• Avoid acknowledging good work

• Standardize response systems

• Ignore customer feedback

• Don't evaluate performance regularly

What is the main focus of the 'Decent Work Agenda' adopted by the International Labour Organization?

• Promoting automation in the workplace

• Enhancing employee satisfaction at work

• Reducing employee benefits

• Improving customer service standards

What is the cycle of mediocrity in the context of human resources management for service firms?

• Encouraging innovative labor practices

• Fostering a culture of excellence

• Incentivizing employees to improve performance

• Maintaining low performance standards