4. MKT 365 - Chapter 11: Service Personnel

Service personnel is a source of all of the following except:

• Customer value

• Customer engagement

• Loyalty

• Competitive advantage

Service personnel from a customer's perspective involves the ____ with service staff being often the ____ important aspect of a service.

• communication; most

• communication; least

• encounter; most

• encounter; least

Service personnel from a firm's perspective involves the service staff being an important source of ____ as well as ____.

• differentiation; competitive advantage

• differentation; customer trust

• positioning; competitive advantage

• positioning; customer trust

Frontline work is difficult and stressful for all the following reasons except:

• Boundary spanning

• Overwork with little compensation

• Sources of conflict

• Emotional labor

Which of the following is not a cycle?

• The cycle of failure

• The cycle of mediocrity

• The cycle of continuous improvement

• The cycle of success

Which of the following statements best describes 'the cycle of failure'?

• It refers to businesses with a high employee turnover.

• It refers to companies that constantly innovate but fail to meet customer needs.

• It refers to businesses that focus solely on low prices but disregard quality.

• It refers to companies with high levels of customer retention and loyalty.

Which of the following statements regarding 'the cycle of failure' is false?

• It begins with a narrow design of jobs to accommodate low skill levels.

• It involves an emphasis on rules rather than service and the use of technology to control quality.

• It involves two concentric but interactive cycles - failures with employees and failures with customers.

• It thrives when employees are highly trained and motivated.

Which of the following statements best describes 'the cycle of mediocrity'?

• This cycle encourages staff innovation and encourages higher wages for productivity.

• The firms in this cycle have little incentive to improve performance and management is discouraged to adopt innovative labor practices due to fear of entrenched unions.

• Firms focus solely on customer acquisition while neglecting employee satisfaction.

• Firms in this cycle actively invest in cutting-edge technology and high levels of employee training.

Which of the following statements regarding 'the cycle of mediocrity' is false?  

• State monopolies, industrial cartels, and regulated oligopolies usually have this cycle present within them.

• This cycle is mostly found in fast-paced, small organizations.

• Customers find organizations within this cycle frustrating to deal with.

• It is most likely to be found in large and bureaucratic organizations.

Which of the following statements regarding 'the cycle of success' is false?

• It relies on reducing costs at the expense of employee satisfaction.

• Attractive compensation packages are used to attract good quality staff.

• Regular customers appreciate the continuity in service relationships.

• It increases the likelihood of regular customers remaining loyal.