Chapter 11 - Part 2

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What aspect of service employees' digital presence on service websites enhances customer perception, according to the text?

Employees' background diversity

Employees' clothing choices

Employees' product quality

Employees' personalities (correct)

Which company emphasizes the importance of talent for their success based on the text?

BlackRock

Partners Group Holding

Manulife Financial (correct)

Citigroup

What does Citi focus on in their professional approach?

Striving for hard work

Hiring talented employees

Delivering the best outcomes (correct)

Creating outstanding results

What is NOT mentioned as a factor affecting customer perception of service websites based on the text?

Employee product quality Signup and view all the answers

Which of these is suggested as a way to present employees on service websites?

Similar uniforms for all employees Signup and view all the answers

What distinguishes BlackRock's approach to success based on the text?

Team effort and collaboration Signup and view all the answers

How do customers perceive service employees who highlight effort compared to talent?

As more warm and appreciative Signup and view all the answers

In what context did a coffee chain conduct a 'share your ideas campaign'?

To encourage creativity and input based on effort Signup and view all the answers

How do customers usually feel when service employees use emojis in online conversations?

Warmer and more connected to the employee Signup and view all the answers

What effect does the use of emojis by customer service representatives have on customers?

Leads to higher customer satisfaction Signup and view all the answers

What is the primary focus of customers when service employees use emojis in online interactions?

Warmth and social connection Signup and view all the answers

How do customers perceive baristas who emphasize talent over effort in creating drinks?

As naturally skillful and talented Signup and view all the answers

What are the Big 5 personality traits mentioned in the text?

Extraversion, agreeableness, openness, conscientious, neuroticism Signup and view all the answers

Which personality trait contributes more to a store with less management involvement?

Conscientious Signup and view all the answers

What contributes to customer satisfaction and the decision to visit the store?

Positive store service climate Signup and view all the answers

Which employee attribute is considered more important based on the text?

Helpful Signup and view all the answers

In the context of the text, which personality trait is synonymous with 'emotional stability'?

Neuroticism Signup and view all the answers

What do conscientious, emotionally stable, and agreeable employees feel more positive about according to the text?

Store service climate Signup and view all the answers

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 Signup and view all the answers

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) Signup and view all the answers

What aspect of service employees' digital presence on service websites is mentioned to enhance customer perception?

Service employees' pictures on service websites Signup and view all the answers

What is the focus of Citi's professional approach according to the text?

Emphasizes effort and striving for the best outcomes Signup and view all the answers

Which company attributes their success to the talent of their employees based on the text?

BlackRock Signup and view all the answers

What distinguishes Manulife Financial as a successful organization according to the text?

The talent of their employees Signup and view all the answers

What are the Big 5 personality traits that are mentioned in the text?

Extraversion, agreeableness, openness, conscientiousness, neuroticism Signup and view all the answers

Which employee attributes, besides conscientious, open to experience, and agreeable, were discussed in the text?

The beautiful, the cheerful, the helpful Signup and view all the answers

Which personality trait contributes more to a store where there is less management involvement?

Conscientious, emotionally stable, agreeable Signup and view all the answers

What is the primary focus of customers when service employees use emojis in online interactions?

Effort over talent Signup and view all the answers

Which employee attribute is considered more important based on the text?

Conscientious Signup and view all the answers

What do conscientious, emotionally stable, and agreeable employees feel more positive about according to the text?

Store service climate Signup and view all the answers

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. Signup and view all the answers

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. Signup and view all the answers

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. Signup and view all the answers

Which personality trait contributes more to a store with less management involvement?

Conscientious employees contribute more to a store with less management involvement. Signup and view all the answers

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. Signup and view all the answers

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. Signup and view all the answers

Chapter 11 - Part 2

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Questions and Answers

What aspect of service employees' digital presence on service websites enhances customer perception, according to the text?

Which company emphasizes the importance of talent for their success based on the text?

What does Citi focus on in their professional approach?

What is NOT mentioned as a factor affecting customer perception of service websites based on the text?

Which of these is suggested as a way to present employees on service websites?

What distinguishes BlackRock's approach to success based on the text?

How do customers perceive service employees who highlight effort compared to talent?

In what context did a coffee chain conduct a 'share your ideas campaign'?

How do customers usually feel when service employees use emojis in online conversations?

What effect does the use of emojis by customer service representatives have on customers?

What is the primary focus of customers when service employees use emojis in online interactions?

How do customers perceive baristas who emphasize talent over effort in creating drinks?

What are the Big 5 personality traits mentioned in the text?

Which personality trait contributes more to a store with less management involvement?

What contributes to customer satisfaction and the decision to visit the store?

Which employee attribute is considered more important based on the text?

In the context of the text, which personality trait is synonymous with 'emotional stability'?

What do conscientious, emotionally stable, and agreeable employees feel more positive about according to the text?

How does service employees' digital presence on service websites impact customer perception according to the text?

In the context of service websites, should employees be presented as similar or different according to the text?

What aspect of service employees' digital presence on service websites is mentioned to enhance customer perception?

What is the focus of Citi's professional approach according to the text?

Which company attributes their success to the talent of their employees based on the text?

What distinguishes Manulife Financial as a successful organization according to the text?

What are the Big 5 personality traits that are mentioned in the text?

Which employee attributes, besides conscientious, open to experience, and agreeable, were discussed in the text?

Which personality trait contributes more to a store where there is less management involvement?

What is the primary focus of customers when service employees use emojis in online interactions?

Which employee attribute is considered more important based on the text?

What do conscientious, emotionally stable, and agreeable employees feel more positive about according to the text?

How do customers perceive service employees when they emphasize talent over effort in creating drinks?

What is the impact of using emojis by customer service representatives on customers' satisfaction and money spent?

How do customers feel when service employees use emojis in online conversations?

Which personality trait contributes more to a store with less management involvement?

In what context did a coffee chain conduct a 'share your ideas campaign'?

What does the study 'Service with Emoticons' reveal about the effect of emojis on customer perception?

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