Final Examination in Quality Service Management

What did Walt Disney, Herb Kelleher, and Horst Schulze do to create and sustain the organizational culture?

• Hired external consultants

• Spent their personal time and energy

• Focused only on financial growth

• Outsourced leadership development

According to the text, who is responsible for defining the culture of an organization?

• Guests

• Customers

• Leaders

• Advertisers

What drives a company's reputation?

• The number of locations it has

• The salary of its CEO

• The company's culture

• The company's marketing budget

A company with a culture that honors customers, employees, and shareholders usually has:

• A small number of complaints

• No need for advertising

• Excellent reputations with all three groups

• Better furniture and decor

What is necessary for an organization's strategy to succeed?

• It should be very detailed

• It must be connected to its culture

• It should be kept secret

• It must be approved by shareholders

What is culture, according to the reading?

• A list of products and services offered

• A collection of business rules

• The way people in the organization act and think as they do their jobs

• The legal code of the company

What do beliefs do in an organizational culture?

• They set prices

• They define uniforms

• They form the ideological core of the culture

• They track customer preferences

What defines the relationships between causes and effects for members of the organization?

• Norms

• Beliefs

• Laws

• Appearance

What do values define for members of an organization?

• Financial targets

• What is right and wrong, preferred and not preferred

• Social media policies

• Preferred grooming

What are norms in an organization?

• Written rules and regulations

• Preferences for job roles

• Standards of behavior

• Employee schedules