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WorksheetsFinal Examination in Quality Service Management
Total questions: 60
Worksheet time: 3600secs
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
What is the 'Five Foot' rule in hospitality?
Make eye contact and smile
Engage the guest briefly
Ask the guest for feedback
Offer a drink to the guest
What does the 'Ten Foot' rule require?
Give the guest a flyer
Offer a refund
Make eye contact and smile
Ask for a survey rating
What is a visual way hospitality organizations reinforce norms for employees and guests?
Menus
Advertising
Surveys
Training manuals
Norms of appearance might include all EXCEPT:
Clean and polished fingernails
Visible tattoos
Pre-designated looks
No piercings
What are organizational laws?
Suggestions for behavior
Company traditions
Rules, policies, and regulations
Training exercises
What role does language play in an organization's culture?
It confuses new employees
It's used only in formal meetings
It reaffirms identity with the culture
It replaces visual aids
What is the special term used for Disneyland Resort employees?
Partners
Hosts
Cast members
Associates
Who teaches and reinforces the culture in effective hospitality organizations?
External trainers
Competitors
Managers
Guests only
Besides managers, who helps teach and reinforce the culture?
Suppliers
Guests
Investors
Consultants
Why must organizational culture change over time?
To reduce operational costs
Because the world and people in the organization change
To increase marketing campaigns
To match seasonal trends
Who are the front-of-house employees?
Employees who clean guest rooms
Employees who handle payroll
Employees who interact with the guest
Employees who manage back-office systems
What are back-of-house employees sometimes called?
Operations staff
The invisible team
Heart of the house
Floor workers
What critical role does management play in hospitality organizations?
Designing hotel interiors
Hiring and overseeing tasks
Preparing meals for guests
Monitoring guest check-ins only
What is a common hiring mantra among hospitality companies?
"Work hard, play hard"
"Train the trained"
"Select the best and train the rest"
"Only hire senior staff"
What is the first step in the employee selection process?
Make the new hires feel welcome
Bring the best candidates on board
Figure out exactly what you are looking for
Manage employee turnover
What does "reliability" mean in Berry's Five Key Factors?
Being friendly to coworkers
Wearing proper uniform
Delivering service consistently and accurately
Showing up early to work
What does "responsiveness" refer to in Berry's Five Key Factors?
Following company policy
Providing prompt service and helping customers
Using social media for feedback
Memorizing company values
What does "assurance" involve in hospitality service?
Clean uniforms
Fast responses
Employee's knowledge, courtesy, and ability to convey trust
Guest surveys
What does "empathy" mean in the context of Berry's Key Factors?
Greeting guests with a smile
Providing standardized service
Providing caring and individualized attention
Following up with customers
In Berry's Five Key Factors, "tangibles" address:
How often employees are trained
The appearance of the service employee
Guest reviews
Brand advertising
What is the first phase in Starwood's service culture training?
Living the brand
Employee behavior training
What it means to be on brand
Role-playing activities
What does Disney's training program teach all new employees?
Global hotel trends
Company's history, achievements, quality standards, and philosophy
Social media marketing
How to handle luggage
What is the first part of the Disney Mission?
Show
Efficiency
Courtesy
Safety
What is the significance of Scandinavian Airline's "Wall-to-Wall" training?
Focus on budget management
Creating total organizational enthusiasm for service
Reducing flight delays
Improving seating comfort
What does "Focus on critical skills and knowledge" mean in Berry's training principles?
Emphasize managerial staff
Identify skills employees must have
Reduce training time
Outsource training
What is the purpose of "Start strong and teach the big picture"?
Show employees the schedule
Explain company branding
Teach values, purposes, and culture
Train on product features only
What is mentoring?
Online learning through video
Formal relationship where the mentor gives career advice
Role-switching between departments
Instructor-led classroom lectures
What training method places the employee directly at the workstation?
Simulation
Classroom training
On-the-job training
Coaching
What is cross-functional training?
Using audio recordings
Moving through a series of job assignments
Training in one area only
Practicing simulations
What does employee development involve?
Temporary promotions
Free time at work
Work experience, education and training
Travel opportunities
What do many hospitality and tourism companies now consider the foundation of a successful corporate strategy?
Financial capital
High-end technology
Human capital
Marketing campaigns
What determines the success of a business, according to the reading?
The amount of capital invested
The building location
The knowledge, abilities, and behavior of employees
The availability of digital platforms
What happens when employees are not motivated to achieve the company's goals?
They change careers
Productivity suffers
The company grows faster
Employees request fewer benefits
What is motivation mainly concerned with?
Employer expectations
Our personal desire to complete a task
Customer feedback
Financial returns
What does the Latin word movere, the root of motivation, mean?
To lead
To work
To move
To earn
What is intrinsic motivation?
Motivation driven by bonuses
Motivation driven by the job itself
Motivation based on fear
Motivation based on job security
Which of the following is not a component of intrinsic motivation listed in the text?
Control
Fame
Fantasy
Curiosity
What does the "Challenge" element of intrinsic motivation help us do?
Avoid conflict
Learn new languages
Work toward meaningful goals
Increase job security
What does "Recognition" provide intrinsically motivated employees?
Financial reward
Legal rights
Satisfaction when efforts are appreciated
Shorter work hours
What does extrinsic motivation come from?
Internal interests
Outside influences
Work-related challenges
Positive attitude
Which of the following is an example of extrinsic motivation?
Curiosity
Challenge
Money
Fantasy
What does affiliation motivation focus on?
Building social connections
Developing technical skills
Gaining recognition
Competing with peers
Which kind of employees benefit most from affiliation motivation?
Investors
Part-time managers
Those earning minimum wage or on a contract
IT specialists
What did David McClelland identify as three fundamental human impulses?
Work, loyalty, and happiness
Success, money, and power
Connection, power, and success
Control, safety, and fame
What does competence motivation aim to achieve?
High salary
Social influence
Consistent high-quality work
Friendly workplace environment
What kind of professional is mentioned as being motivated by competence motivation?
Pilots
Hotel managers
Heart surgeons
Receptionists
What does power motivation involve?
Avoiding leadership
Following directions
Influencing others and altering circumstances
Improving technical skills
Which is NOT listed as part of the power motivation family of ideas?
Coercion
Leadership
Submission
Inspiration
What does attitude motivation refer to?
External rewards
Short-term fear
How individuals believe and feel about something
Training techniques
What is fear motivation especially effective for?
Creating lifelong employees
Encouraging employee cooperation
Short-term tasks during severe danger
Promoting innovation
