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Question
What is involved in service process design?
Answer
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Related questions
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What type of rating system incorporates feedback from customers, subordinates and peers, among others?
A) Ranking
B) Recency
C) 360-degree feedback
D) Judgmental
E) Rating
Q:
When conducting a performance appraisal that uses output as a basis for appraisal, what type of method is being used?
A) Objective
B) Judgmental
C) Ranking
D) Comparison
E) Rating
Q:
A restaurant is undergoing a change in cuisine and style of service. It is important that new staff is hired and existing staff retrained. Why might the HR manager recommend vestibule training as being highly effective in this situation?
A) Prospective and present employees can be screened to see if they convey the restaurant's new ethos.
B) Off-site training has great value for evaluating the effectiveness of performance appraisals.
C) Employees will be reluctant to undertake training removed from the workplace.
D) The owners can be more confident that the change to the restaurant will be popular with customers.
E) Employees will see limited connections to everyday work in this type of training.
Q:
Explain commonly offered benefits and identify at least two benefits that are mandated by the Federal government.
Q:
In recent years, some companies have run into problems because they have not set aside enough money to cover the retirement funds they have agreed to provide.
Q:
Some employers provide employees with a fixed dollar amount for benefits, allowing employees to choose between various health insurance, life insurance, disability insurance, and educational benefits. What is the name of this plan?
A) Gainsharing
B) Profit-sharing
C) Cafeteria benefits
D) Equal employment
E) Retention benefits
Q:
What type of pay system rewards middle managers for especially high output, often exceeding the value of bonuses?
A) Variable pay
B) Merit raises
C) Profit-sharing
D) Gainsharing
E) Pay-for-knowledge
Q:
When a paycheck is calculated from the number of hours worked during the week times the hourly rate, what type of system is being used to pay employees?
A) Gainsharing
B) Salary
C) Profit sharing
D) Wage
E) Incentive
Q:
Which of the following links salary increases to performance levels in nonsales jobs?
A) Bonuses
B) Collective bargaining
C) Merit salary systems
D) Cafeteria benefit plans
E) Workers' compensation insurance
Q:
Which selection technique is MOST likely to introduce bias?
A) Interview
B) Application forms
C) Aptitude tests
D) Drug testing
E) Polygraph tests
Q:
ERISA was designed to regulate how pension funds are invested.
Q:
Which of the following set up procedures for employees to vote on their desire for union representation?
A) Taft-Hartley Act
B) Labor-Management Relations Act
C) Occupational Safety and Health Act
D) Wagner Act
E) Patriot Act
Q:
Which of the following Acts helps to ensure the financial security of pension funds?
A) Employee Retirement Income Security Act
B) Wagner Act
C) Age Discrimination in Employment Act
D) Equal Pay Act
E) Fair Labor Standards Act
Q:
Which of the following is used to identify employment goals for underused groups, and how those goals will be achieved?
A) Civil rights
B) Affirmative action plans
C) Equal employment
D) Adverse impact
E) Supply and demand
Q:
Which Act increased management rights when a union is attempting to organize a group within an organization?
A) Taft-Hartley
B) OSHA
C) Wagner Act
D) NLRA
E) ERISA
Q:
What are target markets? Explain the role that target markets play in market segmentation.
Q:
A description such as single, age 20-34, earning $30,000 a year is an example of a psychographic variable.
Q:
Geographic variables describe populations by identifying traits, such as age, income, gender, ethnic background, marital status, race, religion, and social class.
Q:
What type of segmentation is more effective because of the greater number of variables and has consequently become the most common segmentation tool?
A) Demographic segmentation
B) Psychographic segmentation
C) Behavioral segmentation
D) Marketing segmentation
E) Geo-demographic segmentation
Q:
What market segment is based on where the target market lives and how location affects their lifestyle?
A) Demographic
B) Behavioral
C) Positional
D) Geographic
E) Psychographic
Q:
For marketers, what type of variables are lifestyles, opinions, interests, and attitudes?
A) Geographic variables
B) Demographic variables
C) Psychographic variables
D) Product use variables
E) Labor market variables
Q:
What are the tangible products bought strictly for personal use?
A) Consumer goods
B) Services
C) Relationship goods
D) Data
E) Industrial goods
Q:
When selling industrial goods and services, using representatives who are trained to understand the needs of each customer is a key component of
A) advertising.
B) personal selling.
C) sales promotions.
D) publicity.
E) interactive marketing.
Q:
Time utility is created by a sales agreement that stipulates where products will be delivered to customers.
Q:
Benefits add value by providing features that increase the customer's satisfaction.
Q:
What type of marketing is used to build long-term relationships with customers?
A) Industrial marketing
B) Relationship marketing
C) Social marketing
D) Economic marketing
E) Consumer marketing
Q:
When is a company susceptible to a hostile takeover?
A) When a bull market is in effect
B) When stock prices are high, but assets are decreasing
C) When stocks are low priced, but assets have high value
D) When the international market is in recession
E) When angel investors demand repayment of their venture capital
Q:
Municipal bonds may be issued by federal, state, or local governments.
Q:
What type of loan allows a borrower to maintain a compensating balance at the bank instead of putting up collateral?
A) Unsecured loan
B) Venture capital loan
C) Angel investor loan
D) Secured loan
E) Corporate bond
Q:
According to rating services such as Moody's, what type of rating would a bond have if it was one of the safest investments possible, but produced lower returns?
A) AAA
B) BBB
C) Caa
D) CCC
E) D