Within a typical behavioural model of job design which of
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?
Task combination / task identity / autonomy
Vertical loading / skill variety / output
Task identity / task significance / autonomy
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 :
Skill variety
Job identity
Job significance
Autonomy
24
Which of the following is NOT considered effective in achieving and maintaining service quality?
Encouraging service providers to be highly visible in dealing with customers
Establishing peer groups among service providers to foster teamwork and a sense of pride
Installing system of incentives that emphasises quality
Increasing supervision of service providers
25
A quality variable
takes discrete values
may be measured on a continuous scale
is continually changing
is highly undesirable
26
Which of the following is an indirect benefit of improved quality?
Improved image
Reduced cost of inspection
Reduced scrap
Reduced inventory
27
A 'moment of truth' is NOT
an opportunity to influence a customer's perception of the service quality
critical in achieving a reputation for superior quality
when the customer is forming an opinion about the efficiency of the service
an interaction between the customer and a service provider
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