Marketing in a service environment

Marketing in a service environment

1. Companies that engage in a Cycle of Success are more likely to have which of the following? (Points : 1) Happier employees More loyal customers Higher profit margins Better wages All of the above2. Empowerment is based on the control model that assumes employees are capable of making good decisions. (Points : 1) True False 3. The two dimensions of Russells model of affect are and . (Points : 1) centrality; dominance pleasure; arousal centrality; permanence pleasure; regret fullness; looseness4. Full-time workers perform better than part-time workers, but part-time workers are more satisfied. (Points : 1) True False 5. Of the following, which is NOT an ambient condition that irritates shoppers according to Alain dAstous? (Points : 1) 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 store6. Part-time customer service representatives are far less likely to be satisfied with their work as full-time staff. (Points : 1) True False 7. Servicescapes are never purely function. (Points : 1) 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. (Points : 1) service planes servicescapes service boxes servicetomies service vaults9. Organizations that display a commitment to effective human resources management are characterized by A lack of verifiable industry distinction and market separtionA distinctive culture of service lealeadership and role modeling by top managementA systems of intensive rules and regulationsAnincrease in market share and lowers acquisition costsMediocrity and high employees turnover10. Great reference from past employers are not a form of behavioral observation. True flase


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