Chapter 11
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Questions and Answers

What is one of the human resource strategies mentioned for delivering service quality through people?

  • Measuring and rewarding strong service performers (correct)
  • Excluding employees from service-oriented internal processes
  • Hiring employees based solely on technical skills
  • Not involving employees in the company's vision

How does the text suggest organizations should treat their employees to enhance the value of their service delivery?

  • By empowering employees and promoting teamwork (correct)
  • By not hiring employees with service competencies
  • By not providing needed support systems
  • By promoting individual competition among employees

What is a common source of conflict mentioned in the text that organizations should manage appropriately?

  • Ignoring the role of the organization in client interactions
  • Not measuring internal service
  • Avoiding any emotional labor from employees
  • Quality & productivity tradeoffs (correct)

How can organizations attract the best employees according to the text?

<p>By hiring for service competencies and being the preferred employer (A)</p> Signup and view all the answers

What is a key reason why 81% of customers try to solve problems themselves before contacting a live representative?

<p>Because customers prefer self-service for quick solutions (B)</p> Signup and view all the answers

How does the text suggest organizations should develop their employees to enhance service quality delivery?

<p>By training for technical and interactive skills (C)</p> Signup and view all the answers

What does the Services Marketing Triangle represent?

<p>The relationship between a company, employees, and customers in delivering service. (C)</p> Signup and view all the answers

In the context of service delivery, what role do service employees play?

<p>They represent the brand and are considered the organization in the customer's eyes. (C)</p> Signup and view all the answers

What is emphasized as important for customer satisfaction?

<p>Delivering emotional satisfaction beyond just meeting basic needs. (D)</p> Signup and view all the answers

What is one way to assess a service organization using the Services Marketing Triangle?

<p>Evaluate strengths and weaknesses across all three sides of the triangle. (A)</p> Signup and view all the answers

What concept is illustrated by the Service-Profit Chain?

<p>The link between employee satisfaction, customer loyalty, and financial performance. (B)</p> Signup and view all the answers

How can organizations benefit from understanding the Service-Profit Chain concept?

<p>By improving employee satisfaction to enhance customer experiences and financial results. (C)</p> Signup and view all the answers

What are the key factors leading to Provider Gap 3 in service delivery?

<p>Deficiencies in human resource policies (A)</p> Signup and view all the answers

In a customer-oriented, service-oriented organization, what is the importance of a service culture?

<p>Good service is appreciated and valued for both internal and external customers (B)</p> Signup and view all the answers

How can organizations maintain a service culture according to the text?

<p>Hiring for culture fit and considering co-workers' impact (D)</p> Signup and view all the answers

What are some challenges inherent in boundary-spanning roles as mentioned in the text?

<p>Dealing with customers who do not fulfill their roles (A)</p> Signup and view all the answers

Which factor does NOT contribute to Provider Gap 3?

<p>Overwhelming customer demand (A)</p> Signup and view all the answers

Why do front-line employees need support from other departments according to the text?

<p>To enhance their job satisfaction and performance (B)</p> Signup and view all the answers

Explain the significance of service employees in the eyes of the customer according to the text.

<p>They are the service, the organization, the brand, and the marketers.</p> Signup and view all the answers

What is the importance of emotional satisfaction in customer service, as mentioned in the text?

<p>Emotional satisfaction matters more than just being satisfied.</p> Signup and view all the answers

How can the Services Marketing Triangle be utilized for overall strategic assessment according to the text?

<p>Assess the service organization's performance on all three sides, identify weaknesses and strengths.</p> Signup and view all the answers

Explain the concept of the Service Profit Chain in the context of employee satisfaction leading to customer satisfaction.

<p>Employee satisfaction leads to customer satisfaction, which in turn affects profitability.</p> Signup and view all the answers

What critical role do service employees play in the Service-Profit Chain concept?

<p>They are the key link between employee satisfaction and customer satisfaction.</p> Signup and view all the answers

How do organizations benefit from understanding and implementing the Service-Profit Chain concept?

<p>They can improve profitability by focusing on employee satisfaction and its impact on customers.</p> Signup and view all the answers

What are some key factors contributing to Provider Gap 3 in service delivery?

<p>Deficiencies in human resource policies, Customers who do not fulfill roles, Problems with service intermediaries, Failure to match supply and demand</p> Signup and view all the answers

How can a customer-oriented, service-oriented organization benefit from having a strong service culture?

<p>Good service is appreciated &amp; valued, Good service to both internal &amp; external customers, Front line employees need support from support personnel</p> Signup and view all the answers

What is the relationship between employee satisfaction and customer satisfaction according to the Service-Profit Chain concept?

<p>Employee satisfaction leads to customer satisfaction</p> Signup and view all the answers

How can organizations maintain a service culture according to the text?

<p>Hiring for culture fit, Co-workers’ impact (social influence)</p> Signup and view all the answers

What are the challenges inherent in boundary-spanning roles as mentioned in the text?

<p>Person-environment fit, More important for small groups, companies with weak service climate</p> Signup and view all the answers

Why do front-line employees need support from support personnel according to the text?

<p>Good service is an important norm</p> Signup and view all the answers

What are the human resource strategies mentioned for delivering service quality through people?

<p>Compete for the best people, Measure and reward strong service performers, Treat employees as customers, Hire for service competencies, Be the service preferred employer, Hire the right people, Retain the best people, Include employees in the company’s vision, Develop service-oriented internal processes, Train for technical and interactive skills, Develop people to deliver service quality, Provide needed support systems, Empower employees, Promote teamwork, Measure internal service, Provide quality supportive technology and equipment</p> Signup and view all the answers

Explain the impact of self-service on customer interactions according to the text.

<p>81% of customers try to solve problems themselves before reaching out to a live representative. This reduces cost for the company but also poses challenges for live reps who face tough problems.</p> Signup and view all the answers

Discuss the types of conflicts that organizations should manage appropriately according to the text.

<p>Person &amp; Role conflicts, Organization &amp; Client conflicts, and Inter-client conflicts. These conflicts can impact the quality and productivity of service delivery.</p> Signup and view all the answers

Why is employee satisfaction important in the Service Profit Chain concept?

<p>Employee satisfaction leads to customer satisfaction, which in turn leads to profitability. Happy employees are more likely to provide better service to customers.</p> Signup and view all the answers

How do organizations attract the best employees according to the text?

<p>By competing for the best people, measuring and rewarding strong service performers, treating employees as customers, hiring for service competencies, being the preferred employer for service-oriented individuals, hiring the right people, retaining the best employees, and providing needed support systems.</p> Signup and view all the answers

What role do service employees play in the context of service delivery?

<p>Service employees are crucial as they directly interact with customers, delivering the service and representing the organization. They play a significant role in customer satisfaction and the overall service experience.</p> Signup and view all the answers

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