Flying across the Pacific Ocean is an eight-hour trip that could be dreadful if you did not fly Singapore Airlines. One frequent flyer between the U.S. and Japan noted the Singapore cabin crew gives the impression that it is truly their pleasure to serve the passengers. Seating has been designed to provide comfort in the airline's wide body planes. In first class, the seats are referred to as sky suites because they are so roomy. Every meal is carefully planned and served. The commitment to making the long flight as pleasant as possible indicates Singapore Airlines:

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?

Flying across the Pacific Ocean is an eight-hour trip that could be dreadful if you did not fly Singapore Airlines. One frequent flyer between the U.S. 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. What role does this passenger have the cabin crew playing?

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?

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

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.

Flying across the Pacific Ocean is an eight-hour trip that could be dreadful if you did not fly Singapore Airlines. One frequent flyer between the U.S. 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. In terms of the service marketing triangle, the cabin crew engages in _____ marketing.

Flying across the Pacific Ocean is an eight-hour trip that could be dreadful if you did not fly Singapore Airlines. An ad that featured a customer saying, "The cabin crew makes flying with Singapore Airlines a pleasure" and announcing Singapore had won top honors for international travel in Business Traveler's magazine annual contest would be an example of _____ marketing.

_____ customers are those individuals and businesses who buy goods and services from an organization.

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.

In the service marketing triangle, _____ marketing refers to the service promise being delivered.

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.

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.

In the service marketing triangle, ______ marketing refers to enabling the service promise.

Cadet Uniform Services, a Canadian company that rents uniforms to major corporations, requires its new delivery drivers to go through a year-long training regimen before they receive their own delivery routes. First, new drivers go through three months of training to learn the whole scope of the business before setting foot in a delivery truck. Then they ride with experienced delivery drivers for nine months to watch how they interact with customers. According to the service marketing triangle, Cadet's training program is a form of _____ marketing.

According to the service profit chain:

Domino's instructs its telephone pizza order takers to pick up the telephone on the first ring and not to put customers on hold. When answering the telephone, an order taker must be energetic, friendly, and let the customer hear the smile on his or her face. Domino's guidelines for order takers' telephone answering behavior will influence which of the following service quality dimensions for Domino's?

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?

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

Sales associates at Nordstrom are given a "personal" book to keep track of customers' names, telephone numbers, height and weight, likes and dislikes (e.g., color, style, and texture preferences), and charge account numbers to help them become a personal shopper for the customer. In addition, sales associates have an open account to send thank-you notes or flowers to customers. By having a personal book and sending thank-you notes or flowers to customers, Nordstrom's sales associates are showing they care by emphasizing the _____ dimension to influence customer perceptions of Nordstrom's service quality.

The frontline service employees are referred to as:

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

_____ labor entails delivering smiles, making eye contact, showing sincere interest, and engaging in friendly conversations with customers who are essentially strangers and who may not ever be seen again.

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.

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

Which type of conflict results from the fact that Sully's Cleaning requires its employees to wear uniforms?

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.

At the restaurant last night, the restaurant owner asked the server to turn the television on the Braves game and to turn up the sound so he could hear it. A group at a nearby table asked the server to turn down the sound so they could hold a conversation. Yet another group of patrons asked that the television be turned to another channel that was showing a Clint Eastwood movie. The server had to deal with both _____ conflicts.

On a recent concert tour, Aerosmith sang a number of classic songs from its past albums, in addition to playing songs from its newest album. By singing both old songs to satisfy older audience members and songs from its more recent album to satisfy younger fans, Aerosmith was trying to reduce _____ conflict.

A state auditor who is expected to deliver quality, individualized service to state offices and departments while at the same time finishing jobs as quickly as possible is experiencing a(n) _____ tradeoff:

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.

During Benford Bank's annual "Stellar Teller" contest, tellers match their skills in the areas of money counting, knowledge of bank policy, and ability to make customers feel like royalty. To assess money counting skills, tellers are required to sort a mishmash of ones, fives, 10s and 20s by denomination, arrange the bills so that they all face the same way, then tally the cash on an adding machine and put it back into a deposit bag. Time and accuracy count. A bank teller's money-counting skills are a:

All of the following are service inclination skills EXCEPT:

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:

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

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?

During two-day orientation and extensive on-the-job training, each RitzCarlton Hotel employee learns the Ritz-Carlton Gold Standards, which contain a credo, 20 basics of service, knowledge of one's work area, answering the telephone with a smile, wearing immaculate uniforms, and the three steps of service. The three steps of service are comprised of a warm and sincere greeting, anticipation and compliance with guests' needs, and a fond farewell using the guest's name, if possible. The Ritz-Carlton Hotel is using which of the following human resource strategies?

AT&T Universal Card Services (AT&T USC) gives its employees the right to grant credit lines to customers and adjust customers' bills without management approval. By giving its employees the authority to make decisions that will benefit its customers, AT&T USC is:

At Pronto, a discount store chain, if the shelf price is not on an item, checkout clerks can take the customer's word for prices up to $20. The customer does not have to wait for the clerk to check the price with someone on the floor. By giving its employees the authority to make decisions on the customer's behalf, Pronto is:

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.

All of the following are potential benefits of empowering frontline service workers EXCEPT:

One of the potential costs in employee empowerment is:

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:

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?

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?

Which of the following is a strategy for ensuring that internal support systems are customer-oriented?

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?

At Harrah's Casinos and Hotels, a portion of employee compensation is linked to customer satisfaction scores, so employees have an investment in achieving excellent service levels. Employees also have a vested interest in the performance of the entire team in serving customers exceptionally well. Outstanding employees are recognized with special Chairman's Awards, and their names are published in Harrah's annual report. Harrah's is using which of the following human resources management strategies for closing provider gap 3?

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:

In a service culture, good service is a way of life and it comes naturally to the members of the organization because it is an important norm.

Through its external marketing efforts, a company makes promises to its customers regarding what they can expect and how it will be delivered.

From the customer's point of view, internal marketing activities, as defined by the service marketing triangle, are the most significant.

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

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.

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.

The reliability dimension of service quality - delivering the service as promised - is often totally within the control of frontline employees.

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.

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.

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

A potential benefit of empowerment is quicker responses to dissatisfied customers during service recovery.

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

The nature of many service jobs suggests that customer satisfaction will suffer slightly when employees work as a team.

To be effective and efficient in their jobs, service workers require internal support systems that are aligned with their needs to be customer-focused.

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