TYBMS SEM 6: Human Resource: HRM in Service Sector Management (Objective Questions with Solution)

 Paper/Subject Code: 86010/Human Resource: HRM in Service Sector Management

TYBMS SEM 6: 

Human Resource: 

HRM in Service Sector Management

(Objective Questions with Solution)

 

Q.1 (a) State whether the following statements are True' or 'False' (Any Eight)

1. Services are characterized only by homogeneity.

Ans: False

2. Services marketing first came into existence in the 1980's.

Ans: False

3. Management does not help the organization to achieve its objective. 

Ans: False

4. Service quality is the key of survival to all servicing companies.

Ans: True

5. Management can lose its authority and power by empowering its employees.

Ans: False

6. Employees face real challenges in suppressing their true feelings.

Ans: True

7. Brokers bring buyers and sellers together while assisting in negotiation.

Ans: True

8. A public sector organization is one that is operated by the government.

Ans: True

9. Social enterprises can be structured as a non-profit.

Ans: True

10. The causes of low morale can vary by business

Ans: True

Q.1 (b) Match the Columns: (Any seven)    (7)

Column X	Column Y
1) Service	a) Tertiary sector.
2) Heterogeneity	b) Intangible
3) Service sector	c) Makes it difficult to establish standard
4) Service cape	d) Third party markets
5) Referral markets	e) Moment of truth
6) Service encounters	f) Booms and Bitner
7) External marketing	g) Boundary spanners
8) Internal marketing	h) Establish a long term relationship with customers
9) Interactive marketing	i) Employee knows strengths & weakness of organization
10) Front line services	j) Grab the attention of the market

Ans:

Column X	Column Y
1) Service	b) Intangible
2) Heterogeneity	c) Makes it difficult to establish standard
3) Service sector	a) Tertiary sector.
4) Service cape	f) Booms and Bitner
5) Referral markets	d) Third party markets
6) Service encounters	e) Moment of truth
7) External marketing	j) Grab the attention of the market
8) Internal marketing	i) Employee knows strengths & weakness of organization
9) Interactive marketing	h) Establish a long term relationship with customers
10) Front line services	g) Boundary spanners

Q.1 (a) Fill in the Blanks: (Any Eight)            (8)

1. __________  is also self-developed through formal written documents and communication. (Resource, Product, Service, Commodity)

Ans: Resource

2.  __________ is an example of business-to-business service. (Ad agency, Amazon, Flipkart, Myntra)

Ans: Ad Agency

3. Service organization is a voluntary __________ where member's meet regularly to perform charitable works. (Commercial organization, non-profit organization, sick unit, profitable organization)

Ans: Non-profit Organization

4. __________ system is designed and managed for the perfection in delivery of core services. (Manufacturing, Packaging, Delivery, Labelling)

Ans: Delivery

5. __________ evaluation is the systematic process of determining the success of the HRP process. (HRIS, HR, HRP, HRM)

Ans: HRP

6. __________ has become a regular feature both in the public sector as well as in the private sector of organizations (Exporting, Importing, Franchising, Outsourcing)

Ans: Outsourcing

7. One challenge that __________ HR professionals are currently facing revolves around the staffing of nurses and doctors. (Banking, Healthcare, Railways, Defense)

Ans: Healthcare

8. In service gap model gap 1 is __________ (Management perception, Customer expectation, Service quality specification, Service delivery)

Ans: Management Perception

9. Interactive marketing of service triangle means __________ (Delivering the promise, Enabling the promise, Setting the promise, Disable the promise)

Ans: Delivering the promise

10. Develop a _ _________of the company such that employees have pride in working for the firm. (Public image, Role playing, Situational vignette, bad image)

Ans: Public image

Q1. (b) True or False: (Any seven)     (7) 

1. The structure and order of the organization does not limit innovation and growth

Ans: False

2. Employees and managers readily offer their assistance to each other to meet corporate objectives

Ans: True

3. In many service industries the search for productivity is a not important

Ans: False

4. Teachers' salaries are paid alongside other civil servants

Ans: True

5. Agents and brokers do not work on commission-basis

Ans: False

6. Conflicts between customers are uncommon

Ans: False

7. Human resources professionals or consultants can train new workers: 

Ans: True

8. Tangibility is the primary characteristic that distinguishes services from goods

Ans: True

9. The DINK culture is getting stronger and spreading wider day by day

Ans: True

10. Empathy is the key quality parameter in services

Ans: True

Q.1) (A) fill in the blanks: {Any Seven)    (7)

1) Service Encounter is also called as _________

Ans: Moment of Truth

2) In _________ marketing, markets interact directly with the end user.

Ans: Direct

3) _________ industry refers to core sectors of economy like roads, railways. power etc.

Ans: Infrastructure 

4) The _________ is a theory and business concept evolved by a group of researchers from Harvard University in the nineties.

Ans: Resource Based View

5) _________ in human resources refers to the gradual loss of employees over time.

Ans: Attrition

6) Services have _________ inventory.

Ans: Perishable

7) The front-line employees are also termed as _________

Ans: Customer Service Representative

8) High quality services contribute to higher _________

Ans: Customer Satisfaction

9) _________ can also mean lack of consistency.

Ans: Varibility

10) The focus of an operational control system is on guiding _________ decisions.

Ans: Day to Day

(B) State whether true or false: (Any Eight)        (8)

1) The DINK culture is getting stronger and spreading wider day by day.

Ans: True

2) A career in the Defence force has no risk.

Ans: False

3) Good leadership is one of the main characteristics of a healthy organization.

Ans: True

4) Team work helps to involve employees in their assigned tasks.

Ans: True

5) Physical evidence is important especially in case of service firms as services are tangible.

Ans: False

6) Human resources professionals or consultants can train new workers.

Ans: True

7) Teachers' salaries are paid alongside with other civil servants.

Ans: True

8) Healthy organizations always look for opportunities to grow.

Ans: True

9) Globalization of the economies and globalization of business are very much independent.

Ans: False

10) Agents and brokers work on commission basis.

Ans: True

Q.la) Match the Following:- (Any 8)

A	B
1. Service Encounters	1.Boundary Spanners
2. Perishability Services	2. Interview Technique
3.Front line service	3. Police
4.Abstract Questioning	4.Moment Of Truth
5.Public Service	5.Agent
6. The service deliver	6. Management Perception Gap
7.GAP 1: Customer expectation	7. Tickets
8. Job Content	8. Cobbler
9.Highly Intangible	9. Identifiable pieces of work
10.Non-Professional Service	l0. Consultancy

Ans:

A	B
1. Service Encounters	4.Moment Of Truth
2. Perishability Services	7. Tickets
3.Front line service	1.Boundary Spanners
4.Abstract Questioning	2. Interview Technique
5.Public Service	3. Police
6. The service deliver	6. Management Perception Gap
7.GAP 1: Customer expectation	5.Agent
8. Job Content	9. Identifiable pieces of work
9.Highly Intangible	10. Consultancy
10.Non-Professional Service	8. Cobbler

 

b) State True or False (Any 7)        (7 Marks)

1) Customers should be treated royally as they are termed as king in marketing.

Ans: True

2) Empathy is the key quality parameter in service

Ans: True

3) Motivating is the only effective way of retaining the employees.

Ans: False

4) Goals are effective motivators..

Ans: True

5) The HR departments of ad agency handle benefits administration, compensation and staffing.

Ans: True

6) Law firms do not generate stressful situation for employees.

Ans: False

7) Companies ignores poor performance.

Ans: False

8) Outcome for the firm are low service quality and high employee turnover.

Ans: False

9) Finding the right candidates is a big challenge for recruitment companies today.

Ans: True

10) Services are permanent in nature.

Ans: False