Multiple Choice
Identify the
letter of the choice that best completes the statement or answers the question.
|
|
|
1.
|
Which
of the following is not true? a. | Variability is a disadvantage of
services. | c. | Inseparability
means the service is produced and consumer at the same time. | b. | Intangibility
means that the risks are greater for the consumer. | | | | |
|
|
|
2.
|
Which
of the following is NOT one of Judd’s categories of employees? a. | Contactors.
| c. | Separatists.
| b. | Isolateds.
| | | | |
|
|
|
3.
|
Which
of the following implies the greatest level of staff empowerment? a. | Encouraging
employees to contribute ideas. | c. | Allow staff to
change strategic parameters. | b. | Establish work teams. | | | | |
|
|
|
4.
|
In
circumstances of low customer contact and a rapidly-changing competitive environment, at what level
would you expect staff empowerment to be set? a. | Limited. | c. | High. | b. | None.
| | | | |
|
|
|
5.
|
The
three rules for setting up empowerment are: a. | Select, train, nurture. | c. | Select, manage, motivate. | b. | Select,
motivate, guide. | | | | |
|
|
|
6.
|
Knowledge which can be written down or otherwise recorded is called: a. | Explicit
knowledge. | c. | Tacit knowledge.
| b. | Implicit
knowledge. | | | | |
|
|
|
7.
|
Knowledge which resides in the heads of employees is called: a. | Explicit
knowledge. | c. | Tacit knowledge.
| b. | Implicit
knowledge. | | | | |
|
|
|
8.
|
Progress-chasing an order is an example of: a. | Before-sales
service. | c. | During-sales
service. | b. | After-sales service. | | | | |
|
|
|
9.
|
In
circumstances of low complexity and low divergence, the service will be: a. | Simple,
reliable, easily-provided and cheap. | c. | Unstable, unreliable and high-cost. | b. | Variable,
customised, simple to provide. | | | | |
|
|
|
10.
|
Which
of the following is NOT a generic way of adding value through physical evidence? a. | Use physical
evidence to increase brand loyalty. | c. | Create physical evidence which enhances brand image.
| b. | Use physical
evidence to increase profitability. | | | | |
|
|
|
11.
|
Which
of the following is not true? a. | An airline is a complex but not divergent service.
| c. | A fast-food
outlet offers a complex and divergent service. | b. | A hairdressing
salon offers a complex and divergent service. | | | | |
|
|
|
12.
|
Which
of the following is not true? a. | Procedure is what co-ordinates assets to generous process.
| c. | Assets are what
are processed to generate procedure. | b. | Process is what co-ordinates assets to generate procedure.
| | | | |
|
|
|
13.
|
‘No culture of blame’ implies: a. | Little staff
empowerment. | c. | No staff
empowerment. | b. | High staff empowerment. | | | | |
|
|
|
14.
|
Which
of the following is not true? a. | Empowerment of staff may lead to a reduction in layers of
management. | c. | Empowerment
helps to create employee networks. | b. | Staff always find empowerment motivational.
| | | | |
|
|
|
15.
|
Someone who deals with customers regularly, but has no direct marketing role, is
called: a. | A
contactor. | c. | Isolated.
| b. | A modifier.
| | | | |
|