Multiple choice questions:
1. Companies that engage in a "Cycle of Success" are more likely to have which of the following?
Happier employees
More loyal customers
Higher profit margins
Better wages
All of the above
2. Empowerment is based on the "control" model that assumes employees are capable of making good decisions. True False
3. The two dimensions of Russell's model of affect are ____________ and ____________. centrality; dominance
pleasure; arousal
centrality; permanence
pleasure; regret
fullness; looseness
4. Full-time workers perform better than part-time workers, but part-time workers are more satisfied. True False
5. Of the following, which is NOT an ambient condition that irritates shoppers according to Alain d'Astous?
Store is too small
Store is not clean
Too hot inside the store or the shopping center
Music inside the store is too loud
Bad smell in the store
6. Part-time customer service representatives are far less likely to be satisfied with their work as full-time staff. True False
7. Service escapes are never purely function. True False
8. Service environments, also called ____________ relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites.
service planes
servicescapes
service boxes
servicetomies
service vaults
9. Organizations that display a commitment to effective human resources management are characterized by
A lack of verifiable industry distinction and market separtion
A distinctive culture of service lealeadership and role modeling by top management
A systems of intensive rules and regulations
Anincrease in market share and lowers acquisition costs
Mediocrity and high employees turnover
10. Great reference from past employers are not a form of behavioral observation. True flase