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Service Organizations Overview

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Questions and Answers

What type of organization primarily focuses on providing intangible services?

Tech company

Retail organization

Manufacturing organization

Service organization (correct)

Which statement best describes the vision of a service organization?

It outlines the desired long-term future or ultimate goal of the organization. (correct)

It describes the specific products offered by the organization.

It outlines the current goals of the organization.

It describes the core purpose of the organization.

What is the purpose of a mission statement in an organization?

To outline the long-term goals of the organization.

To define organizational culture.

To describe the core purpose and activity of the organization. (correct)

To provide a sense of direction and inspiration.

According to Robert E. Quinn and Kim S. Cameron, what is one of the main types of organizational culture?

Adhocracy Culture Signup and view all the answers

What does organizational culture refer to?

Values and beliefs of an organization Signup and view all the answers

Why does a service organization exist?

To meet the needs and expectations of customers by providing services Signup and view all the answers

Which organizational value emphasizes honesty, openness, and moral behavior?

Integrity Signup and view all the answers

What is the main goal of the organizational value of Customer Service?

Deliver excellent goods and services Signup and view all the answers

Why are customers considered the lifeblood of every company?

To generate income necessary for survival and expansion Signup and view all the answers

What can customers do to help companies improve their products and services?

Provide valuable feedback Signup and view all the answers

Which action is recommended when dealing with customers according to the text?

Lower your voice Signup and view all the answers

What can customers do to help promote brands and businesses according to the text?

Spread positive word-of-mouth Signup and view all the answers