SRV 340 Week 4 Quiz

SRV 340 Week 4 Quiz | Assignment Help | Ashford University 

Question 1

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Service consumers use service environment as an important quality proxy.

Correct!

Question 2

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The field of ____________ studies how people respond to specific environments.

Question 3

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Interpersonal skills include visual communication, attentive listening, and body language and tend to be specific to each service setting.

Question 4

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Empowerment is based on the “control” model that assumes employees are capable of making good decisions.

Question 5

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Companies that engage in a “Cycle of Success” are more likely to have which of the following?

Question 6

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Organizations that display a commitment to effective human resources management are characterized by ____________.

Question 7

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Service environments, also called ____________ relate to the style and appearance of the physical surroundings and other experiential elements encountered by customers at service delivery sites.

Question 8

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Employee satisfaction typically has little impact on customer satisfaction.

Question 9

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The “Cycle of Failure” includes all of the following EXCEPT ____________.

Question 10

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Of the following, which is NOT an ambient condition that irritates shoppers according to Alain d’Astous?