Practice questions for final exam.docx

Practice questions for final exam.docx - Chapter 11...

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Chapter 11 Managing People for Service Advantage Review Questions 1. How can a firm select the best-suited candidates from a large number of applicants? A firm can select the best-suited candidates by using screening methods such as multiple structured interviews, observation, personality tests and providing realistic job previews. Careful selections ensures that new employees fit both job requirements and the organization’s culture. 2. What are the key types of training service firm should conduct? The key types of training a service firm should conduct are: Train the employees about the organizational culture, purpose and strategy. Train the employees to have interpersonal and technical skills Train the employees about the knowledge of the products/Services 3. Identify the factors needed to make service team successful in (a) an airline, (b) a restaurant, and (c) a customer contact center. What are the factors that favor a strategy of employee empowerment? Make sure they have information about organizational, team and individual performance. Knowledge that enables employees to understand and contribute to performance. Empowering the employees to make decisions. Rewarding the employees based on their performance. Application Exercises 1. Consider the following jobs: emergency department nurse, bill collector, computer repair technician, supermarket cashier, dentist, kindergarten teacher, prosecuting attorney, and waiter in a family restaurant, waiter in an expensive French restaurant, stockbroker, and undertaker. What type of emotions would you expect each of them to display to customers in the course of doing their job? What drives your expectations?
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