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 above
2. Empowerment is based on the “control” model that assumes employees are capable of making good decisions. (Points : 1)
3. The two dimensions of Russell’s model of affect are ____________ and ____________. (Points : 1) 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. (Points : 1)
5. Of the following, which is NOT an ambient condition that irritates shoppers according to Alain d’Astous? (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 store
6. Part-time customer service representatives are far less likely to be satisfied with their work as full-time staff. (Points : 1)
7. Servicescapes are never purely function. (Points : 1)
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 vault
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.