Ch 11 Final

Question 1

In Service-Profit Chain It demonstrates the chain of relationships among:

Answer 1

(1)employee satisfaction, retention, and productivity
(2)service value
(3)customer satisfaction and loyalty
(4)revenue growth and profitability for the firm.

Question 2

Many services are moving toward using (low or high)-contact delivery channels such as call centers

Answer 2

low

Question 3

Many frontline jobs are seen as:

Answer 3

– low-level jobs that require little education
– offer low pay
– very little career advancement

Question 4

Many frontline jobs are seen as
Adding to this stress is the increasing deployment of:

Answer 4

– service robots
– artificial intelligence (AI)
– ever more digital technology in the frontline

Question 5

What is the Triple roles of frontline employees ?

Answer 5

1- Satisfying customers
2- Delivering productivity
3- Generating sales

Question 6

What is The employee cycle of failure begins with:

Answer 6

– a narrow design of jobs to accommodate low skill levels
– an emphasis on rules rather than service
– and the use of technology to control quality

Question 7

In cycle of mediocrity, service delivery standards tend to be:

Answer 7

– prescribed by rigid rulebooks
– oriented toward standardized service
– operational efficiencies
– prevention of both employee fraud and favoritism toward specific customers

Question 8

For long-run profitability and success, firms should ?

Answer 8

ideally move toward the Cycle of Success.

Question 9

• Success applies to both ……….. and ………….. .

Answer 9

employees and customers.

Question 10

In Cycle of Success what firm should do with their employees ?

Answer 10

Better pay and benefits attract good quality staff.

Question 11

Frontline staff are allowed to control quality ?
2

Answer 11

– broadened job designs accompanied by training
– empowerment practices.

Question 12

In Cycle of Success Employees are happier at work and provide higher quality service.
True or False

Answer 12

True

Question 13

Why to Be the Preferred Employer ?

Answer 13

– Service firms have a brand in the labor market too
– Potential candidates tend to seek companies that are good to work for
– They seek companies that have an image that is congruent with their own values and beliefs

Question 14

What is the Qualities effective leaders in a service organization should have:
ما هي الصفات التي يجب أن يتمتع بها القادة الفعالون في منظمة الخدمات:

Answer 14

• Love for the business
• Driven by a set of core values related to service excellence and performance
• Believe in the people who work for them, and pay special attention to communicating with employees

Question 15

Leaders who create a strong climate for service:

Answer 15

– demonstrate commitment to service quality
– set high standards
– recognize and remove obstacles
– ensure availability of resources required to do it