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Exam 12: Employees Roles in Service Delivery

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Question 41

True/False

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Delivering the service as promised is often totally within the control of frontline employees.

A) True
B) False

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Question 42

Multiple Choice

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

A) Person/role
B) Vertical
C) Organization/client
D) Inter-client
E) Horizontal

F) D) and E)
G) B) and D)

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Question 43

Multiple Choice

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_____ 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.

All of the following are service inclination skills EXCEPT:

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 services marketing triangle, the actions by the account representative are a form of _____ marketing.

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.

Domino's Pizza uses its Team/Individual/Performance/Objectives (TIPO) system to relate employee bonuses to individual and team performance for a given time period. Domino's Pizza's TIPO system is:

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

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?

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?

What kind of labor is the hotel operator performing when she has to explain for the 120th time why the hotel's fire alarm went off accidentally - with a smile?

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?

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.

Barnett Bank opened a school with kindergarten through fifth grade classes run by the Duval County school system and a child-care center at its headquarters office park in Jacksonville, Florida, to provide "work-and-family" benefits designed to help employees balance the stresses of a demanding job and family life. Barnett Bank is:

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 services marketing triangle.

According to the services marketing triangle, an advertisement for Randonner Tours that describes the agency's customized bicycle tours through Europe is a form of _____ marketing.

How would you explain a service culture to the owner of a talent agency who represents musicians and comedians who entertain on college campuses?

The frontline service employees are referred to as:

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

While being trained at Disney University in Orlando, Florida, Disneyworld 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 from Disneyworld employees to always maintain composure.