14087350
Descripción
Test por Lorisse Bazley, actualizado hace más de 1 año
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Creado por Lorisse Bazley
hace más de 6 años
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Pregunta 1
Pregunta
he _____ of Russell’s Model of Affect is its simplicity as it allows a direct ______ of how customers feel while they are in the ______ environment.
Respuesta
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weakness; assessment; service
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strength; explanation; service
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strength; explanation; commercial
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strength; assessment; service
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strength; assessment; commercial
Pregunta 2
Pregunta
A frontline staff member with low self-esteem may experience what type of conflict?
Respuesta
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Organisation–client
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Internal–external
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Inter-client
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Psychological–financial
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Person–role
Pregunta 3
Pregunta
The Munsell (1996) system used in psychological research, defines three dimensions of colour which are:
Respuesta
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hue, value and chroma
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hue, depth and chroma
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shade, value and chroma
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hue, value and chromatic
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hue, depth and chromatic
Pregunta 4
Pregunta
Frontline employees who anticipate customers’ needs are examples of the truism that highly ____ people are the core of service excellence.
Respuesta
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successful
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supported
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organised
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trained
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motivated
Pregunta 5
Pregunta
Which of the following is NOT a sign, symbol or artifact that would be a useful addition to a store car park?
Respuesta
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Disabled parking
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Safety lighting
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Car detailing
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Fresh painting
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Parent parking
Pregunta 6
Pregunta
Which of the following is an ambient dimension within the Mary Jo Bitner (1992) servicescape model?
Respuesta
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Layout
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Music
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Signs
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Furnishings
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Style of decor
Pregunta 7
Pregunta
Which of the following actions would help call centre staff to handle role stressors?
Respuesta
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Working with frontline employees to identify and resolve role ambiguity
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Recruiting staff who score low in job resourcefulness
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Using professional trainers, not other frontline employees, to deliver training
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Simplifying work with a culture that is ‘just a call centre’
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Strictly following scripts, rather than leaving situations to employees’ discretion
Pregunta 8
Pregunta
Which of the following is an example that illustrates customers’ internal responses shaping their behaviour in a servicescape?
Respuesta
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Employees in a store hate the music, so they feel irritable
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Shoppers in a store do not understand the layout, so they feel confused
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Visitors to a theme park notice that it is hot, so they feel uncomfortable
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Visitors to a theme park feel happy and excited, so they stay longer
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Employees in a store feel irritable, so they deliver poor service
Pregunta 9
Pregunta
Singapore Airlines, which has small units of employees fly together, illustrates one of the more successful methods of encouraging the delivery of service excellence in large organisations. That method is to:
Respuesta
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pay higher salaries
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give extra leave
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have strict guidelines
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increase supervision
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create a team culture
Pregunta 10
Pregunta
Newsletters, corporate magazines, intranets, displays, prizes and recognition programs are all examples of:
Respuesta
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internal marketing
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corporate promotion
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Internet marketing
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employee marketing
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corporate marketing
Pregunta 11
Pregunta
The statement ‘Although individuals often perceive particular aspects or individual design features of an environment, it is the total configuration of all those design features that determines the consumer responses’ would best be described as a:
Respuesta
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servicescape
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functionality
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spatial layout
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service environment
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holistic approach
Pregunta 12
Pregunta
What does it mean to ‘use the service environment as a message-creating medium’?
Respuesta
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Use sounds, scents, and more to heighten consumers’ appetite for services
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Make the servicescape stand out from competing establishments
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Employ colours, textures, etc. to enhance the service experience
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Use symbolic cues to communicate the distinctive nature of the service experience
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Attract the attention of target segments
Pregunta 13
Pregunta
The service profit chain, developed from analyses of successful service organisations, puts ___ values on ____ measures.
Respuesta
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customer; company
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quantifiable; consumer
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social; financial
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hard; soft
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soft; hard
Pregunta 14
Pregunta
In a study of Holiday Inn employees, managers’ behavioural integrity was correlated to employees’ ____________.
Respuesta
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belief in the company’s profit objectives
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level of person–role conflict
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definition of the company’s core values
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trust, commitment, and willingness to go the extra mile
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demands for higher pa
Pregunta 15
Pregunta
_________ may occur when employee morale is so low that frontline staff members become hostile to customers or fellow employees.
Respuesta
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Employee sabotage
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Service failure
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Service sabotage
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Satisfaction failure
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Satisfaction sabotage
Pregunta 16
Pregunta
Which of the following is NOT an important reason why the physical service environment is so important for service-based industries?
Respuesta
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It is an important part of the marketing mix.
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It can undermine the service experience.
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It plays an important role in shaping the service experience.
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It plays an important role in enhancing the service experience.
Pregunta 17
Pregunta
The single most important factor when designing or redesigning servicescapes is:
Respuesta
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the consumer
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the staff
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the environment
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the aesthetics
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functionality
Pregunta 18
Pregunta
If you are using music to discourage patrons that are undesirable, one of the most important points is that:
Respuesta
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quiet music is most effective
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loud music is most effective
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discordant music is most effective
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military music is most effective
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music that is unfamiliar is most effective
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