Impression Management & Service Personification

Question 1

One of the four does fit into the ‘aesthetic labour’ paradigm. Identify.

Accepted Answer

Speech articulation

Question 2

Ritz-Carlton avoid service problems by tracking and recording defects for future reference. This is known as...

Accepted Answer

Critical incident technique

Question 3

Which of the following is best in educating employees of Ritz-Carlton’s service concept?

Accepted Answer

The Ritz-Carlton Credo

Question 4

Personifying to create a model employee in service labour process should commence at:

Accepted Answer

Recruitment

Question 5

For effective employee involvement at service encounters, all of following are essential at work except one:

Accepted Answer

Procedural guidance

Question 6

Soft skills include all of the following except one.

Accepted Answer

Computer skills

Question 7

Impression management is about one of the following:

Accepted Answer

Self presentation

Question 8

In identifying the best candidates with soft skills, the least sophisticated and effective method is:

Accepted Answer

Typing speed and errors

Question 9

All except one are elements of ‘emotional labour’. Which one?

Accepted Answer

Maintaining a pleasant appearance

Question 10

What aspect of service provider-customer encounter does Goffman’s dramaturgical discipline focus on?

Accepted Answer

Performative

Questions 10