MRK233 - Managing Demand & Capacity AND Managing People WEEK 11 (with some past review)

Question 1

The cycles of failure

Accepted Answer

All of the above

Question 2

Employees typically do not like feedback and recognition. They only care about how much they get paid

Accepted Answer

False

Question 3

Purpose of service environments is to:

Accepted Answer

All of the answers

Question 4

Good HR practice emphasizes selective recruitment, training, counseling, strategies to alleviate stress

Accepted Answer

True

Question 5

Sophisticated software does not help to track customer consumption patterns

Accepted Answer

False

Question 6

In Cycle of Mediocrity

Accepted Answer

All of the above

Question 7

Ways to reduce waiting times include:

Accepted Answer

All of the above

Question 8

Canada is located in North America

Accepted Answer

True

Question 9

Empowerment is most appropriate when

Accepted Answer

All of the above

Question 10

Where are the Rocky Mountains located?

Accepted Answer

The Rockies

Question 11

Demand may seem random, but analysis may reveal a predictable demand cycle for different market segments

Accepted Answer

True

Question 12

Some of the ways to adjust Capacity to Match Demand

Accepted Answer

All of the above

Question 13

Corporate Design is especially useful in competitive markets to stand out from the crowd no matter what location.

Accepted Answer

True

Question 14

Intangibility creates 4 problems which marketers must overcome:

Accepted Answer

Non-searchability: Cannot be searched or inspected before purchase, Mental impulpability: Customers don&#x27;t grasp benefits-complex/new offerings, Abstractness: No one-to-one correspondence with physical objects, Generality: Items that comprise a class of objects, persons, or events

Question 15

The Integrated Service Communication Model is the organization framework and includes the 5 W&#x27;s:

Accepted Answer

HOW and WHERE should we communicate this?, WHAT do we need to communicate and achieve?, WHEN do the communications need to take place?, WHO is our target audience?

Question 16

Different jobs are best filled with people of the same skills and personalities

Accepted Answer

False

Question 17

Some of the ways to increase demand:

Accepted Answer

All of the above

Question 18

Frontline work is difficult and stressful for various reasons including:

Accepted Answer

All of the above

Question 19

It is best not to communicate to employees on a regular basis as it is very costly

Accepted Answer

False

Question 20

Service personnel are very important because:

Accepted Answer

All of the above

Question 21

The Service Talent Cycle for Service companies include:

Accepted Answer

All of the above

Question 22

The employee cycle of failure:

Accepted Answer

All of the above

Question 23

DO NOT ANSWER: IN THIS QUIZ THERE are potential questions WITH MORE THAN 1 ANSWER. Could be 1-4 right answers.

Accepted Answer

True

Question 24

What is the name of my dog?

Accepted Answer

Lucy

Question 25

Weather conditions and other special factors do not influence demand.

Accepted Answer

False

Question 26

Cycle of Mediocrity

Accepted Answer

All of the above

Question 27

Some of the ways to manage demand include

Accepted Answer

C. Both A & B

Question 28

There are two basic approaches to the problem of fluctuating demand:

Accepted Answer

C. Both A & B

Question 29

Cycle of Success

Accepted Answer

All of the above

Question 30

Underlying causes of randomly changing demand levels include:

Accepted Answer

All of the above

Question 31

Ambient environment is composed of design elements & details that work together to create desired service environment:

Accepted Answer

All of the answers

Question 32

To build an excellent team, it is recommended to cross train employees in different departments

Accepted Answer

True

Question 33

HR is not responsible to provide strategies to help employee stress as it is job of the managers

Accepted Answer

False

Question 34

Qualities of effective leaders in a service organization:

Accepted Answer

All of the above

Question 35

Patterns of demand have underlying causes of cyclical variations including:

Accepted Answer

All of the above

Question 36

People derive a sense of identity and belonging to an organization from feedback and recognition

Accepted Answer

True

MRK233 - Managing Demand & Capacity AND Managing People WEEK 11 (with some past review)

Questions 36

MRK233 - Managing Demand & Capacity AND Managing People WEEK 11 (with some past review)

Questions 36