psychological empowerment 客户在服务改进中的积极作用与案例试题库及答案.docVIP

psychologicalempowerment客户在服务改进中的积极作用与案例试题库及答案

一、单项选择题

1.Psychologicalempowermentreferstoanindividualsinternalsenseof:

A.Control,meaning,competence,andimpact

B.Stress,anxiety,andfear

C.Socialstatusandwealth

D.Physicalstrengthandendurance

Answer:A

2.Inthecontextofserviceimprovement,whencustomersfeelpsychologicallyempowered,theyaremorelikelyto:

A.Keeptheircomplaintstothemselves

B.Providevaluablefeedbackandsuggestions

C.Boycotttheserviceprovider

D.Demandexcessivecompensation

Answer:B

3.Whichofthefollowingisadimensionofpsychologicalempowerment?

A.Jobsecurity

B.Meaningfulnessoftheserviceexperienceforthecustomer

C.Numberofemployeesintheserviceorganization

D.Companysannualrevenue

Answer:B

二、多项选择题

1.Thepositiverolesthatpsychologicallyempoweredcustomerscanplayinserviceimprovementinclude:

A.Identifyingareasofservicefailure

B.Proposinginnovativesolutions

C.Actingasbrandambassadors

D.Increasingcustomerchurn

Answer:ABC

2.Psychologicalempowermentincustomerscanbeenhancedby:

A.Serviceprovidersactivelyseekingcustomerinput

B.Givingcustomersthefreedomtocustomizeservices

C.Ignoringcustomercomplaints

D.Providingcustomerswithtrainingonserviceusage

Answer:ABD

三、TrueorFalseQuestions

1.Psychologicallyempoweredcustomersarelesslikelytoengagewithserviceproviders.(True/False)

Answer:False.Psychologicallyempoweredcustomersaremorelikelytoengagewithserviceprovidersastheyfeeltheyhaveasayandcaninfluencetheservice.

2.Ifaserviceproviderlistenstocustomerfeedbackandactsonit,itcancontributetocustomerpsychologicalempowerment.(True/False)

Answer:True

四、简答题

1.Brieflyexplainthefourdimensionsofpsychologicalempowermentandhowtheyrelatetocustomer-ledserviceimprovement.

Answer:

-Meaning:Whencustomersfindmeaningintheserviceexperience,theyaremorelikelytoca