Difficulty challenging 69 p 31 9 employee appearance

This preview shows page 593 - 596 out of 859 pages.

We have textbook solutions for you!
The document you are viewing contains questions related to this textbook.
Intermediate Financial Management
The document you are viewing contains questions related to this textbook.
Chapter 5 / Exercise 018
Intermediate Financial Management
Brigham/Daves
Expert Verified
Difficulty: Challenging69.(p. 319)Employee appearance and dress are important aspects of the _________ dimension of service quality. Tangibles.Difficulty: Easy
We have textbook solutions for you!
The document you are viewing contains questions related to this textbook.
Intermediate Financial Management
The document you are viewing contains questions related to this textbook.
Chapter 5 / Exercise 018
Intermediate Financial Management
Brigham/Daves
Expert Verified
70.(p. 319)Discuss the following statement: "Service quality dimensions are driven by employee behavior." Responsiveness, assurance, empathy, reliability and tangibles are all directly influenced by service employees. Reliability—delivering the service as promised—is totally within the control of front-line employees. Frontline employees directly influence customer perceptions of responsiveness by their personal willingness to help customers and promptness in serving customers. The assurance dimension is highly dependent on employees' ability to communicate their credibility and inspire trust and confidence. It isdifficult to imagine how an organization would deliver "caring individualized attention" to customers independent of its employees. Employee appearance and dress are important aspects of the tangibles dimension of service quality.Difficulty: Moderate71.(p. 319)Who would be the boundary-spanning employees at a restaurant like Longhorn Steakhouse, Applebee's, Red Lobster, and Pizza Hut? Servers, host or hostesses, and/or cashiers.Difficulty: Moderate72.(p. 320)What kind of labor is the hotel operator performing when she has to explain for the 120thtime why the hotel's fire alarm went off accidentally - with a smile? Emotional.Difficulty: Moderate73.(p. 321)Pierce loves his new job as a city bus driver but he hates his polyester uniform that he believes makes him look like an overgrown Boy Scout. What kind of conflict is Pierce experiencing? Person/role.Difficulty: Moderate
74.(p. 321)Which type of conflict is most commonly felt by an employee whose income depends largely on tips instead of a salary? Organization/client.Difficulty: Moderate75.(p. 321-324)Discuss the four sources of conflict for boundary-spanning service workers. With person/role conflicts, employees feel conflicts between what they are asked to do and their own personalities, orientations, or values. Person/role conflict also arises when employees are required to change some aspect of their appearance or wear clothing to conform to the job requirements. A more salient conflict for most front-line workers is the conflict between their two bosses—the organization and the client. This organization/client conflict arises when the employee must choose between satisfying the customer and following the organizational rules. This conflict is especially severe when the worker earns his or her incomefrom tips or commission rather than from a salary. Inter-client conflict arises when there are incompatible expectations and requirements from two different clients. This occurs most often when the service worker is serving multiple clients at the same time. Front-line service workers are asked to be both effective and efficient; they are expected to deliver satisfying service to customers and at the same time to be cost effective and productive in what they do. This source of conflict is referred to as

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture