OTE Exam with Questions and Answers

OTE Exam with Questions and Answers Frei and Morriss state that the concepts in their book Uncommon Service are "rooted in __________ principles." However, they go on to say that "__________ is where we find some of the largest obstacles to excellence." a) Marketing; operations management b) Human resource; the environment c) Psychological; communication d) Engineering; psychology e) Mathematical; talent (or lack thereof) ANSWER d) Engineering; psychology Frei and Morris state that "psychology is where we find some of the largest obstacles to [service] excellence." As the authors go on to clarify what they mean by this statement, they explain that __________ a) service jobs pay poorly; therefore, they tend to be occupied by desperate employees who are resentful about their financial circumstances. Often, this attitude shows in the way the employees treat customers. b) service providers tend to be paranoid—they believe that if they are too helpful, customers will routinely try to take unfair advantage of them. c) it is against human nature to want to serve others. d) even though we often speak of a "win/win mentality" in business, it is natural to want to win at the expense of others. e) those who design and manage service processes deny reality and resist necessary trade-offs. ANSWER e) those who design and manage service processes deny reality and resist necessary trade-offs. According to Frei and Morriss, " . . . __________ doesn't just tell you what to do; it shows you how to think."