Operations Management (THSM3)

A renowned resort chain has implemented a new policy where staff members are required to greet every guest with a warm smile and a personalized welcome. This initiative aims to make guests feel valued and appreciated. Which dimension of quality service is the resort chain primarily focusing on with this new policy?

• Reliability

• Tangibility

• Empathy

• Courtesy

A popular airline has introduced a mobile app that allows passengers to check flight status, book tickets, and receive real-time updates in multiple languages. This app aims to enhance the overall travel experience by keeping passengers well-informed. Which dimension of quality service is the airline primarily addressing with this mobile app?

• Communication

• Competence

• Security

• Access

A cruise line has upgraded its fleet with modern, well-maintained ships and stylish interiors to provide a visually appealing and comfortable experience for passengers. Which dimension of quality service is the cruise line primarily improving with these upgrades?

• Tangibility

• Reliability

• Credibility

• Access

A global airline company has implemented a new customer feedback system to gather real-time insights from passengers about their flight experience. The airline uses this data to make immediate improvements and address any issues raised by customers. Which quality management approach is the airline company primarily employing to enhance its services?

• Competitive Benchmarking Approach

• Product Attributed Approach

• Customer-Oriented Approach

• Process Improvement Approach

A family recommends a particular beach resort to their friends after having a wonderful vacation there. The friends decide to book their next holiday at the same resort based on this recommendation. Which key factor influenced the friends’ decision to book the resort?

• Word of Mouth Communication

• Personal Needs and Preferences

• Experience

• External Communication

This refers to the overall process of identifying, attracting, screening, shortlisting, and interviewing suitable candidates for jobs within an organization.

• Compensation

• Promotion

• Hiring (Recruitment) 

• Managing Relations

It is the total cash and non-cash payments that you give to an employee in exchange for the work they do for your business.

• Evaluation and Management 

• Compensation

• Training and Development 

• Planning

Which recruitment method involves finding prospective candidates through the social networks of current employees and offering rewards in return?

• Job Advertising

• Internal Promotions

• Employee Referrals

• College and University Job Fair

What is the primary benefit of internal promotions according to Steve Parfett?

• They help in finding prospective candidates through social networks.

• They encourage ambitions and demonstrate employees’ ability and interest.

• They involve shifting an employee from one job to another without changing responsibilities.

• They help participants find work through government programs.

Which source of applications involves keeping all documents submitted by potential candidates in one file for easy access by HR staff?

• Applicant Files

• Transfers within the company

• Government-sponsored employment services

• Job Advertising