HFT3420 Exam #3 Questions and Answer 2024
What are the likely indicators of a positive climate for service?
When employees perceive that they are rewarded for delivering quality service
When employees perceive that management devotes their time and energy to service quality
The service encounter triad aims to illustrate
A dyadic interaction between the customer and the employee
A dyadic interaction between the firm and the customer
A dyadic interaction between the firm and the employee
The tensions between three parties (being staff, firm and customers)
The importance of harmonious relationships between each of the three parties ** Answ**
The importance of harmonious relationships between each of the three parties
Referring to SERVQUAL, which of the process dimension are most likely to exceed
expectations? ** Answ** Assurance, responsiveness, and empathy
What does the line of interaction depict in a service blueprint? ** Answ** Moment's of truth
Which statement is true? ** Answ** Service vision defines the firms strategy, process and
system
What is important to take into consideration when designing a service? ** Answ** Focusing
on the characteristics of service and separate components, not the experience as a whole.
Ensuring that employee management system enables and motivates employees to perform
service excellence.
Service design refers to ** Answ** An operational version of the service vision. The
supporting systems and processes. The factors which affect customers experience and
satisfaction. Human interactions which underlie the service encounter.
While managing a service encounter, there are a few crucial stressors managers have to consider,
including ** Answ** Emotional labor, jay customers, employee stress, customer variability
,It is said that service process as well as design process are not static due to
Answers:
Customer s involvement and participation
Customer being a cocreator of the experience
Interactive environment during service provision
A and c only
All of the above ** Answ** All of the above
By applying the Pareto principle to identify the inbuilt flaws in the service system, which of the
following statements is true?
20% of quality problems come from 20% of the possible causes
All problems are caused by 20% of the firm s employees
80% of quality problems come from a few key causes (20%)
20% of the firm s sales are produced by repeat customers
None of the above ** Answ** 80% of quality problems come from a few key causes (20%)
What does a blueprint not show?
the flow of service processes
potential failure points
the managerial hierarchy
moments-of-truth
the chronology of service performances ** Answ** the managerial hierarchy
A service blueprint
identifies processes and activities of production and delivery
helps the manager to gain a bird s eye view of the service operation and delivery
provides specific answers to what and how the services are offered
is a detailed planning and diagnostic document
all of the above ** Answ** all of the above
Service system design aims to
, Answers:
To keep the system convenient for the employees
To make the system cost-efficient
To make the system sophisticated enough to foster customer s curiosity
To make it customer-friendly and add value to the customer
All of the above ** Answ** To make it customer-friendly and add value to the customer
The service system is comprised of
Answers:
Organizational structure
Information flows
Management systems
Technology
All of the above ** Answ** all of the above
Service strategy is defined as
Answers:
a unique recipe for delivering the service vision
a set of ambiguous wishes to set a desired picture
a set of detailed guidelines which are established and circulated on the management level only
a and c only
all of the above ** Answ** a unique recipe for delivering the service vision
Which statement is true?
Answers:
Quality of the service outcome can give a company competitive edge
Service outcome is often more important than service process
If the customer was satisfied with the service outcome it means he or she was satisfied with the
process too
Good quality of service process is something customer would expect (as opposed to quality of
service outcome)
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