1. ___?___ is the degree of freedom and discretion an employee has in his or her work design.
A. Autonomy.
B. Behavioral control.
C. Cognitive control.
D. Skill variety.
E. Task significance.

2. The ability of a person to identify with the feelings or thoughts of another person is:
A. Autonomy.
B. Empathy.
C. Skill variety.
D. Task identity.
E. Task significance.

3. ___?___ is when customers are given the ability to change, modify, or choose how a service will be performed.
A. Behavioral control.
B. Boundary-spanning role.
C. Cognitive control.
D. Feedback.
E. Task significance.

4. The degree of direct, clear information an employee receives from superiors concerning the effectiveness of his or her performance is:
A. Autonomy.
B. Empathy.
C. Feedback.
D. Task identity.
E. Task significance.

5. The linking of an organization or business with its environment through interaction between members of the organization and members of the environment is called:
A. Behavioral control.
B. Boundary-spanning role.
C. Cognitive control.
D. Feedback.
E. Task significance.

6. The degree or range of abilities required by an employee to do a job is:
A. Autonomy.
B. Empathy.
C. Skill variety.
D. Task identity.
E. Task significance.

7. The degree that a job has identifiable units of work with visible outcomes is:
A. Autonomy.
B. Empathy.
C. Skill variety.
D. Task identity.
E. Task significance.

8. The belief by customers that they have some control over the service encounter because of knowledge they have obtained is:
A. Behavioral control.
B. Boundary-spanning role.
C. Cognitive control.
D. Feedback.
E. Task significance.

9. The degree of impact an employee perceives his or her job has on the lives of others inside or outside the organization is:
A. Autonomy.
B. Empathy.
C. Skill variety.
D. Task identity.
E. Task significance.

10. The functional component of service quality is primarily determined by the:
A. Customer contact personnel.
B. Support personnel.

11. ___?___ serve in a boundary-spanning role for services.
A. Customer contact personnel.
B. Support personnel.

12. In a firm using a technical service quality operational position, the ___?___ should have the greatest control of the service encounter.
A. Firm.
B. Customer contact personnel.
C. Support personnel.
D. Customers.
E. President of the company.

13. An automobile mechanic that asks a customer to explain the problem and then start the vehicle so he can listen to the engine, is controlling the service encounter through:
A. Physical control.
B. Leadership.
C. Offering rewards.
D. Educating the customer.

14. The inequality dilemma is a major cause of ___?___ conflict.
A. Employee-role.
B. Employee-organization.
C. Employee-employee.
D. Employee-customer.

15. The two-boss dilemma is a major cause of ___?___ conflict.
A. Employee-role.
B. Employee-organization.
C. Employee-employee.
D. Employee-customer.

16. All of the following are effective strategies to reduce employee-organization conflicts except:
A. Make sure employees understand the policies and goals of the firm.
B. Empower employees.
C. Management support of employeesı decisions.
D. Change supervisors when an employee has a conflict.

17. Disagreement with policies and rules of a service organization by a customer would be an example of a ___?___ conflict.
A. Customer-role.
B. Customer-organization.
C. Customer-employee.
D. Customer-customer.

18. In most situations, the first method employees use to deal with conflict is:
A. Avoiding the source of the conflict.
B. Psychological withdrawal.
C. Direct confrontation.
D. Retaliation.

19. When customers tell their friends about a bad service experience, they are using the ___?___ method of dealing with the conflict.
A. Avoidance.
B. Psychological withdrawal.
C. Direct confrontation.
D. Retaliation.

20. The concept of using marketing concepts to enhance the satisfaction of a companyıs employees is called:
A. Marketing research.
B. Marketing segmentation.
C. Employee marketing.
D. External marketing.
E. Internal marketing.