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Exam 11: Employees Roles in Service

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Question 1

Multiple Choice

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Harrah's Entertainment,a casino hotel company,has a company incentive program weighted toward team results.A relatively small percentage of compensation is based on individual goals.Everyone in the organization is rewarded based on customer service scores.Harrah's Entertainment is:

A) Including employees in the company's vision
B) Empowering employees
C) Creating employees as customers
D) Promoting teamwork
E) Developing service-oriented internal processes

F) None of the above
G) A) and C)

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Question 2

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Through its external marketing efforts,a company makes promises to its customers regarding what they can expect and how it will be delivered.

A) True
B) False

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Question 3

Multiple Choice

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At Harrah's Casinos and Hotels,a portion of employee compensation is linked to customer satisfaction scores,so employees have an investment in achieving excellent service levels.Employees also have a vested interest in the performance of the entire team in serving customers exceptionally well.Outstanding employees are recognized with special Chairman's Awards,and their names are published in Harrah's annual report.Harrah's is using which of the following human resources management strategies for closing provider gap 3?

Cadet Uniform Services,a Canadian company that rents uniforms to major corporations,requires its new delivery drivers to go through a year-long training regimen before they receive their own delivery routes.First,new drivers go through three months of training to learn the whole scope of the business before setting foot in a delivery truck.Then they ride with experienced delivery drivers for nine months to watch how they interact with customers.According to the service marketing triangle,Cadet's training program is a form of _____ marketing.

On a recent concert tour,the Foo Fighters sang a number of classic songs from their past albums,in addition to playing songs from their newest album.By singing both old songs to satisfy older audience members and songs from its more recent album to satisfy younger fans,the Foo Fighters were trying to reduce _____ conflict.

All of the following are service inclination skills EXCEPT:

One way of promoting teamwork is to encourage the attitude that "everyone has a customer."

At the restaurant last night,the restaurant owner asked the server to turn the television on the Braves game and to turn up the sound so he could hear it.A group at a nearby table asked the server to turn down the sound so they could hold a conversation.Yet another group of patrons asked that the television be turned to another channel that was showing a Clint Eastwood movie.The server had to deal with both _____ conflicts.

Universal Credit Card Services (UCCS) gives its employees the right to grant credit lines to customers and adjust customers' bills without management approval.By giving its employees the authority to make decisions that will benefit its customers,UCCS is:

To be effective and efficient in their jobs,service workers require internal support systems that are aligned with their needs to be customer focused.

All of the following are potential benefits of empowering frontline service workers EXCEPT:

In the service marketing triangle,_____ marketing refers to all the activities the firm must carry out to train,motivate and reward its employees to enable the service promise to be delivered.

There is a sign next to the door that you can see as you leave Mildred's Restaurant.It reads,"If you enjoyed your meal,please tell a friend." In terms of the service marketing triangle,this sign is a part of Mildred's _____ marketing.

The nature of many service jobs suggests that customer satisfaction will suffer slightly when employees work as a team.

During Benford Bank's annual "Stellar Teller" contest,tellers match their skills in the areas of money counting,knowledge of bank policy and ability to make customers feel like royalty.To assess money-counting skills,tellers are required to sort a mishmash of ones,fives,10s and 20s by denomination,arrange the bills so that they all face the same way,then tally the cash on an adding machine and put it back into a deposit bag.Time and accuracy count.A bank teller's money-counting skills are a:

A service firm in a particular industry or in a particular location can use which of the following human resource strategies to attract the best people?

While being trained at Disney University in Orlando,Florida,Disney employees are told they are not just employees but pivotal "cast members" in a "show." From street sweepers to monorail pilots,each cast member must go out of his or her way to make the resort seem unreal.No matter how tired employees are or how deeply guests may try their patience,employees must never lose composure._______ labor is required of Disney employees to always maintain composure.

In the service marketing triangle,______ marketing refers to enabling the service promise.

According to the service marketing triangle,an advertisement for Randonner Tours that describes the agency's customized bicycle tours through Europe is a form of _____ marketing.

During two-day orientation and extensive on-the-job training,each Ritz-Carlton Hotel employee learns the Ritz-Carlton Gold Standards,which contain a credo,20 basics of service,knowledge of one's work area,answering the telephone with a smile,wearing immaculate uniforms and the three steps of service.The three steps of service are comprised of a warm and sincere greeting,anticipation and compliance with guests' needs and a fond farewell using the guest's name,if possible.The Ritz-Carlton Hotel is using which of the following human resource strategies?