Customer Service Chapter 6 SmartBook

What is the most accurate description of person-organization fit?

A match between an individual's personality and values and those of the organization

Which of the following are outcomes associated with various types of organizational culture?

Higher market share in clan and market cultures Higher customer satisfaction in clan and market cultures Better financial performance in market and hierarchy cultures More positive organizational outcomes in market cultures More positive work attitudes in clan cultures

What is the best way to develop a ready-made solution?

Identify best practices and turn them into standard operating procedure.

Brian is task-focused and is normally very patient. He prefers to work in a small group. Which of the following behavioral styles is he exhibiting?

Rational Style

Roger is a businessman who is normally quiet and uses intermittent eye contact when interacting with people. Which behavioral style is Roger following?

Rational Style

Which of the following are examples of Big Data?

Social network communications Surveillance data Data in corporate databases Web-browsing data trails

Value orientation reflects the extent to which an individual focuses on which of the following dimensions?

Technical concerns or social concerns

Which of these companies could be charged with disparate treatment?

The Journal and Jingle newspaper group does not hire anyone over the age of 40.

Susan is a team manager at Macro Solutions Inc., a software firm. When interacting with her team, she often leans back even during discussions of key issues. She is introverted and prefers distance during interactions with her team members. Susan is following a(n) ______ behavior.

inquisitive style

Which of the following is an advantage of group decision making?

intellectual stimulation

One thing groupthink teaches us is that cohesiveness:

isn't always a good thing.

At 80's trivia night, Benson's father had an amazing time racking up points while Benson was a bit bored and could not relate to the questions. The difference in their ____ contributed to a difference in their perceptions regarding the evening.

life experiences

Analytical decision makers:

may overanalyze a situation take time to make decisions

In organizational culture, a story is a(n)

narrative based on true events which is repeated in order to emphasize a particular value.

Symbols in organizational culture represent

objects or actions that convey an organization's most important values to others.

The readily apparent symbols and manifestations of an organization's culture are called its _____.

observable artifacts

The _____ bias occurs when people's positive feelings about their own decision-making ability is greater than their objective accuracy.

overconfidence

You fall prey to the overconfidence bias when you ______ your knowledge or expertise in a decision situation.

overestimate

Dennis is an expressive person. Therefore, he would be ______.

people-oriented and animated when talking

The extent to which your personality and values match the climate and culture in an organization is referred to as _____.

person-organization fit

Some businesses have created open-area workspaces where employees sit at desks that are side-by-side and no walls are between them. This is to foster collaboration among the staff. What aspect of culture change does this represent?

physical design

Which of these are examples of business analytics?

portfolio analysis time-series forecast

Which behavior by a service employee would be positively received by a customer exhibiting a rational behavioral style?

presenting a systematic approach to issue resolution.

A person's preferred style of dealing with others is called a(n) _______ behavior pattern.

primary

What behavior by a service employee would be best when addressing a dissatisfied customer exhibiting a decisive behavioral style?

project confidence and take responsibility for resolving the issue.

Daisy is a salesperson in a department store. A customer approaches her with a complaint about a faulty product. The customer speaks to Daisy in a slow and subdued manner. The communication is brief and follows a logical pattern. Therefore, Daisy should respond in a manner applicable to people showing the _____ style.

rational

Daniel is a quiet and reflective person. He prefers to wear subdued and informal clothes and doesn't like to call attention to himself. Based on the description in the scenario, Daniel is a(n) _____ oerson.

rational

Renata tends to ask questions rather than state her opinion to stay in touch with others by sending a birthday card or quick note. What type of behavioral style us Renata exhibiting?

rational

Even though not everyone in the meeting agreed with the final decision, the group decided to proceed and replace all existing machine parts in the warehouse. In this situation, the group had _____.

reach a consensus

Organizational culture:

represents beliefs and values shared among workers is the social glue that binds members of the organization together is passed on to new employees through socialization and mentoring significantly affects work outcomes at all levels of the organization helps employees understand why the organization does what it does

Some of the strongest ways to embed organizational culture include which two of the following?

rewards status symbols

Organizations can use _____, activities that celebrate important events or achievements for the organization, to change the organization's culture.

rites and rituals

Providing _____ means that customers do not have to worry about your problems or breakdowns.

seamless service

Heuristics are strategies that ______ the process of making decisions.

simplify

A(n) ______ is a generalization made about an individual or group. For example, "jocks" can't do basic math.

stereotype

All of the following are advantages to group decision making EXCEPT _____.

superiors can dominate or intimidate the group

In terms of organizational culture, a _______ is an artifact, act, quality, or event that conveys an organization's most important values to others.

symbol

Which model of decision making acknowledges that uncertainty and risk make it difficult for managers to make optimal decisions?

the nonrational model

What are three characteristics that affect decision making by a group?

the size of the group the efficiency of the group the knowledge of group members

In the context of customer service, a feature of customers is that _______.

their questions about products and services are dependent on their behavioral styles.

What are three characteristics that affect decision making by a group?

they are less efficient their size affects decision quality they may be too confident

One method of changing organizational culture is to provide structured _____ as an in-depth introduction to organizational values.

training

A(n) ________ situation is an outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed.

win-win

______ are strategies such as "rules of thumb" that simplify decision making.

heuristics

A person's decision-making style is a combination of how a person perceives something as well as _____.

how they respond to it

Jason would rather read or listen to music on his own than sit around with a large group and talk. Based on the description, Jason is exhibiting traits associated with the ______.

inquisitive style

Which of the following mannerisms can a service provider expect from an expressive customer?

Active body language

People with a conceptual decision-making style are likely to do which of the following?

Find creative solutions Rely on intuition Take risks

Turbine Manufacturing uses artificial intelligence in its factories to automate basic tasks, freeing human employees to perform more high-level finishing and quality assurance tasks. Which area of artificial intelligence does this illustrate

Assisted intelligence

Which of the following statements is true of a multicultural service environment?

Awareness of cultural differences is important even after mastering behavioral styles.

Which one of the following best describes the decisions made by a person with an analytical style?

Carefully considers lots of information and alternatives

Which steps are recommended for establishing a process or method for making decisions?

Conduct a cost-benefit analysis. Analyze the situation. Consider whether the decision is consistent with your values.

What is the main difference between critical thinking and the moment-to-moment thinking that we use in our everyday lives?

Critical thinking requires deliberate mental processes, whereas moment-to-moment thinking is automatic and prone to bias.

Which of these would be considered observable artifacts in an organization?

Decorations Rituals Awards

Which of these are reasons for chief executive officers (CEOs) getting increasingly ousted for ethical violations in the 21st century?

Digital communications are more susceptible to hackers and whistleblowers. The 24/7 news cycle places more scrutiny on unethical behavior. Globalization allows businesses to operate in regions where ethical risks are greater.

A decisive customer is one who ______.

Directly blames the service provider.

Consulting firm Accenture predicts that by 2035 artificial intelligence will have which economic effect?

Economic growth will double.

Vertical Dimension

Expresses the extent to which an organization prefers flexibility and discretion versus stability and control.

Horizontal Dimension

Expresses the extent to which the organization focuses its attention and efforts inward on internal dynamics and employees versus outward toward its external environment and customers.

Martin explains the problems with his television set to the service person sent by the company. He lists the problems in chronological order with focus on facts. He shows patience when listening to the service provider's explanations and demands specific details. Which of the following styles of behavior is Martin exhibiting?

Inquisitive Style

Steven is a telemarketing executive in a company selling household appliances. He receives a call from a customer inquiring about a product. The customer talks in a formal and detail-oriented manner. HE does not readily share personal details and is focused on getting the desired information. Which of the following behavioral styles is the customer exhibiting?

Inquisitive style

Tim is an introvert and often feels uncomfortable in social gatherings. He puts on a forced smile while he is interacting with others. Which of the following behavioral styles is he exhibiting?

Inquisitive style

Which of these describe how knowledge of decision-making styles affects managers' work?

It allows managers to better identify personal strengths and weaknesses. It gives managers an understanding of how different people reach different conclusions.

Knowledge of decision-making styles can assist managers in many ways except for which one of the following?

It increases the biases of the managers toward their favorite style.

By 2035, artificial intelligence is expected to have what effect on labor productivity?

It will increase labor productivity by as much as 40%.

What are common results of groupthink?

Loss of new ideas Failure to consider new information

Which models are characteristic nonrational models of decision making?

Models that describe how managers actually make decisions

What is the recommended step you should take after making a decision?

Observe the results then conduct a post-mortem.

True or false: CEOs are at a higher risk of being fired for ethical violations than ever before because the public has become less forgiving of unethical behavior.

True

Which of the following are aspects of critical thinking?

Using qualitative and quantitative information to solve problems creatively Using reason to analyze situations, make decisions, and solve problems

_____________ reflects the extent to which a person focuses on either task and technical concerns or people and social concerns when making decisions.

Value orientation

Decision-making styles vary along which two dimensions?

Value orientation Tolerance for ambiguity

Which questions should you ask when developing ready-made solutions based on past experiences?

What lessons can you derive from this experience? What was the problem? What was the solution?

Sophisticated forms of business data analysis are known as business _________.

analytics

A consensus is reached when all members are able to express their opinions ______.

and reach agreement to support the final decision

Which of these are areas in which experts believe AI can be applied to decision making? (Select all that apply.)

assisted augmented autonomous

People with a behavioral decision making style are more likely to:

avoid conflict have a hard time saying no

Mateo works for an on-line clothing company. Customers often have questions on sizing and care instructions before placing an order. To avoid customer frustration, Mateo must _______.

be knowledgeable about the company's products and their care.

Which decision-making style is the most people-oriented of the four styles?

behavioral

Observable tendencies that you and other people exhibit when dealing with tasks or people are known as _______.

behavioral styles

Michelle met with her five employees around a table and asked each of them to take five minutes to write down what they personally thought their new facility should include. She then collected the information and wrote it on the white board for all of them to view and decide upon. Michelle is using the _____ technique.

brainstorming

What is the name of a technique used to help groups generate multiple ideas for solving problems in which potential ideas or solutions are collected (sometimes anonymously) and written on a board or flip chart?

brainstorming

Rites and rituals, which are activities and _____ used to celebrate important organizational events or achievements, can be leveraged in the process of culture change.

ceremonies

Research shows that employees have more positive work attitudes in organizations with a(n) _____ culture.

clan

Which decision-making style is characterized by a high tolerance for ambiguity and the consideration of many options together with a willingness to take risks?

conceptual

A system of shared beliefs and values that develops within an organization and guides the behavior of its members is called organizational ______.

culture

Ali is the service representative for a company selling skincare products. He meets a client who has complaints about certain products. The client talks in a forceful tone and uses autocratic gestures. She questions Ali in an abrupt and challenging manner. Hence, Ali should tailor his response for addressing a customer with a(n) _____ style of behavior.

decisive

Betty received an email from a co-worker suggesting resolution of a tricky issue. Rather than responding on-line. Betty walked to the co-worker's office to discuss. Betty exhibited a(n) ______ behavioral style in this situation.

decisive

Richard is a confident person with an assertive attitude which often borders on arrogance. He follows a no-nonsense approach to people and situations. Based on the description, he is showing a(n) _________ of behavior.

decisive style

A customer service professional can tailor his or her communication strategy by _______.

determining a customer's behavioral style

People with a(n) _______ decision-making style have a low tolerance for ambiguity and are task oriented. They are efficient, logical, and practical in their approach to solving problems and making decision. Which style do they use?

directive

People with the ______ style of decision making are action-oriented and like to focus on facts. They also tend to be autocratic-type managers.

directive

People with a decisive style tend to ______.

display symbols of power and have direct approach to situations.

According to the competing values framework (CVF), organizational _____ varies along two dimensions.

effectiveness

Formal statements can help to change an organization's culture by

embedding the culture in various organizational materials such as the mission, vision, and values statements.

Tyler is often described by his friends and co-workers as "always ready to jump in" and someone who "goes with the flow". What behavioral style does Tyler exhibit?

expressive

Process improvement refers to ________.

fixing the issue which caused the breakdown and making recommendations to superiors.

As a service employee, which strategy would be suitable when interacting with a customer exhibiting an expressive behavioral style?

focus on personal impact to the customer

_____ embed preferred culture by describing organizational philosophy, mission, vision, and values.

formal statements

All the following are characteristics of group decision-making EXCEPT _____.

groups make decisions quickly