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Exam 11: Employees Roles in Service

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Question 41

Multiple Choice

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

A) Measure internal service quality
B) Be the preferred employer
C) Include employees in the company vision
D) Empower employees
E) Eliminate all conflict

F) C) and E)
G) C) and D)

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Question 42

Multiple Choice

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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) Demand/supply
B) Client/organization
C) Customization/standardization
D) Inclination/competency
E) Quality/productivity

F) B) and E)
G) None of the above

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Question 43

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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:

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.

Flying across the Pacific Ocean is an eight-hour trip that could be dreadful if you did not fly by Singapore Airlines.One frequent flyer between the United States 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.