THM4 QUIZ

The employee who provides the guest experience only needs to be well-trained to meet the guest’s quality and value expectations. 

• TRUE

• FALSE

It is easy to motivate all employees because they all have the same needs, expectations, capabilities, and behaviors.

• TRUE

• FALSE

The first managerial challenge in meeting belonging needs is to identify the social groups employees belong to.

• TRUE

• FALSE

You can anticipate, train, and prepare for every possible problem, outcome, or customer request.

• TRUE

• FALSE

Customer satisfaction does not always depend on employee satisfaction.

• TRUE

• FALSE

Which of the following is not a precondition for accepting direction?

• The employee must understand the directive.

• The employee must be emotionally invested in the organization.

• The employee must believe that the directive is consistent with the organization’s goals.

• The employee must believe that the directive is consistent with the employee’s own goals.

Empowering employees requires sharing information and organizational knowledge that enables empowered employees to _________

(please tap 2 answers)

• understand and contribute to organizational performance.

• make decisions that influence organizational outcomes.

• focus only on their jobs.

The employees who interact with dissatisfied guests must be __________

• skilled

• emotionally ready to deal with them

• effective at maintaining their professional poise

• all of the above

The purpose of employee empowerment is to:

(please tap 2 answers)

• ensure that effective decisions are made by the right employees

• provide a mechanism by which responsibility for job-related decisions is vested in either individuals or in work teams

• focus only on their job

• get a higher salary in order to prove the worth in the organization

Empowerment is less appropriate if

• the business strategy emphasizes high-cost, low-volume operations.

• the tie to a particular customer is short term.

• the technology is simple and routine.

• all of the above

• none of the above