36 Questions
What aspect of service employees' digital presence on service websites enhances customer perception, according to the text?
Employees' personalities
Which company emphasizes the importance of talent for their success based on the text?
Manulife Financial
What does Citi focus on in their professional approach?
Delivering the best outcomes
What is NOT mentioned as a factor affecting customer perception of service websites based on the text?
Employee product quality
Which of these is suggested as a way to present employees on service websites?
Similar uniforms for all employees
What distinguishes BlackRock's approach to success based on the text?
Team effort and collaboration
How do customers perceive service employees who highlight effort compared to talent?
As more warm and appreciative
In what context did a coffee chain conduct a 'share your ideas campaign'?
To encourage creativity and input based on effort
How do customers usually feel when service employees use emojis in online conversations?
Warmer and more connected to the employee
What effect does the use of emojis by customer service representatives have on customers?
Leads to higher customer satisfaction
What is the primary focus of customers when service employees use emojis in online interactions?
Warmth and social connection
How do customers perceive baristas who emphasize talent over effort in creating drinks?
As naturally skillful and talented
What are the Big 5 personality traits mentioned in the text?
Extraversion, agreeableness, openness, conscientious, neuroticism
Which personality trait contributes more to a store with less management involvement?
Conscientious
What contributes to customer satisfaction and the decision to visit the store?
Positive store service climate
Which employee attribute is considered more important based on the text?
Helpful
In the context of the text, which personality trait is synonymous with 'emotional stability'?
Neuroticism
What do conscientious, emotionally stable, and agreeable employees feel more positive about according to the text?
Store service climate
How does service employees' digital presence on service websites impact customer perception according to the text?
Enhances customer perception of website and employee service quality, but not product quality
In the context of service websites, should employees be presented as similar or different according to the text?
Debate between similar (e.g., wearing the same uniform) or different (e.g., different background, personalities)
What aspect of service employees' digital presence on service websites is mentioned to enhance customer perception?
Service employees' pictures on service websites
What is the focus of Citi's professional approach according to the text?
Emphasizes effort and striving for the best outcomes
Which company attributes their success to the talent of their employees based on the text?
BlackRock
What distinguishes Manulife Financial as a successful organization according to the text?
The talent of their employees
What are the Big 5 personality traits that are mentioned in the text?
Extraversion, agreeableness, openness, conscientiousness, neuroticism
Which employee attributes, besides conscientious, open to experience, and agreeable, were discussed in the text?
The beautiful, the cheerful, the helpful
Which personality trait contributes more to a store where there is less management involvement?
Conscientious, emotionally stable, agreeable
What is the primary focus of customers when service employees use emojis in online interactions?
Effort over talent
Which employee attribute is considered more important based on the text?
Conscientious
What do conscientious, emotionally stable, and agreeable employees feel more positive about according to the text?
Store service climate
How do customers perceive service employees when they emphasize talent over effort in creating drinks?
Customers perceive service employees as less warm and more competent when they emphasize talent over effort.
What is the impact of using emojis by customer service representatives on customers' satisfaction and money spent?
Using emojis by customer service representatives leads to higher customer satisfaction and increased money spent.
How do customers feel when service employees use emojis in online conversations?
Customers feel higher satisfaction and warmth when service employees use emojis in online conversations.
Which personality trait contributes more to a store with less management involvement?
Conscientious employees contribute more to a store with less management involvement.
In what context did a coffee chain conduct a 'share your ideas campaign'?
A coffee chain conducted a 'share your ideas campaign' at two locations to gather beverage ideas from customers.
What does the study 'Service with Emoticons' reveal about the effect of emojis on customer perception?
The study 'Service with Emoticons' reveals that emojis increase customer satisfaction and money spent by enhancing warmth perception.
Test your knowledge on how service providers can present or manage their employees' digital presence on service websites. Explore the impact of service employees' pictures on websites like HelloFresh, Hum Nutrition, and Book of the Month. Enhance your understanding of optimizing customer perception through digital employee representation.
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