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Exam 11: Employees Roles in Service Delivery

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Question 41

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Pierce loves his new job as a city bus driver but he hates his polyester uniform that he believes makes him look like an overgrown Boy Scout.What kind of conflict is Pierce experiencing?

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Question 42

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Barry is the program director at the Lakeside Amphitheater.It is his job to bring in entertainers to the venue.Because of other demands on the center,he can only bring in one act this quarter.Members of the city commission have told him to bring in a country-western act.The school board wants him to bring in an inner-city children's choir.Other groups have requested a gospel show and a one-man show on the life of Harry Truman.Barry is experiencing what kind of conflict?

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Question 43

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

At college,Marla is active in drama.This summer she plans to run a two-week drama camp for the children in her neighborhood.She is planning to charge $75 per child.At the end of the two-week period,she is hoping to have the group present a play she has written.She plans on hiring her two brothers to assist her.The campers will learn all about the theater by building the set,rehearsing the play,selling tickets,making costumes and doing everything else needed to present the play.Discuss her activities in terms of the service marketing triangle.

Which type of marketing,as defined by the service marketing triangle,includes recruiting,motivating,and training?

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:

One of the potential costs in employee empowerment is:

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

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

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.

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.

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:

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?

During two-day orientation and extensive on-the-job training,each Ritz-Carlton 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?

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

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

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

What is a hair salon owner looking for when he takes the time to see if a prospective hair stylist is a good listener,has a pleasing personality,and likes to work with people?

Who would be the boundary-spanning employees at a restaurant like Longhorn Steakhouse,Applebee's,Red Lobster,and Pizza Hut?

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.