21

Job design does not involve which one of the following considerations :

A)

How much autonomy should be given to individual employees?

B)

What tasks should be allocated?

C)

Who should be involved / consulted?

D)

Ignoring where the job is located

22

Within a typical behavioural model of job design, which of the following would be considered as representing core job characteristics?

A)

Task combination / task identity / autonomy

B)

Vertical loading / skill variety / output

C)

Task identity / task significance / autonomy

D)

Cultural advancement / absenteeism / nationality

23

When a worker has a say in the work methods that he/she wishes to utilise in his/her job is characterised by :

A)

Skill variety

B)

Job identity

C)

Job significance

D)

Autonomy

24

Which of the following is NOT considered effective in achieving and maintaining service quality?

A)

Encouraging service providers to be highly visible in dealing with customers

B)

Establishing peer groups among service providers to foster teamwork and a sense of pride

C)

Installing system of incentives that emphasises quality

D)

Increasing supervision of service providers

25

A quality variable

A)

takes discrete values

B)

may be measured on a continuous scale

C)

is continually changing

D)

is highly undesirable

26

Which of the following is an indirect benefit of improved quality?

A)

Improved image

B)

Reduced cost of inspection

C)

Reduced scrap

D)

Reduced inventory

27

A 'moment of truth' is NOT

A)

an opportunity to influence a customer's perception of the service quality

B)

critical in achieving a reputation for superior quality

C)

when the customer is forming an opinion about the efficiency of the service

D)

an interaction between the customer and a service provider