HOSP-final
Most hospitality organizations prefer to recruit from inside.
"Hire for attitude and values; train for skills" doesn't make much sense in the hospitality industry since it is service skills that lead to guest satisfaction.
People associate "clean and orderly" with
"safe and high in quality"
In the United Sates alone, roughly how much is spent annually on organizational training?
$100 billion
Which of the following would NOT be considered an entertainment restaurant?
Denny's
Employees should be given the chance to advance because
Employees appreciate the fact that their organization makes the opportunity available.
Wall-to-wall training refers to the idea that
Everybody throughout the organization receives training.
We have transitioned from a service economy to a (n)
Experience economy
In the hospitality industry, the service encounter is usually a manager-to-guest interaction
False
The equation Qe = Qed - Qee demonstrates that quality experienced is the difference between what is promised by the marketing team and what is expected by the guest.
False
The principles of guestology work better for serving guests than they do for serving customers of other kinds.
False
In which way is service not rendered to people?
Indirectly by product manufacturing
An organization's culture can serve as a competitive advantage if
It is unique, it has value to its members, and it cannot be easily copied by others
Which type of statistics is used by guestologists to identify how organizations can respond to guests needs, wants, capabilities, and expectations?
Probabilistic
What is the main reason that participant surveys are not typically accurate in assessing training program effectiveness?
Responses tend to reflect the entertainment value of the training rather than its effectiveness for the organization.
What are the SMART criteria for goals?
Specific, Measurable, Attainable, Result-oriented, and Time-bound
What is information overload?
Tendency of an information system to produce and transmit too much data.
Employee empowerment is more effective or appropriate if
The company offers personalized service.
What is the main way in which new technologies do not create greater value to service organizations?
The human contact aspect of the service experience can be lost.
The term servicescape refers to
The service setting or environment
Although hospitality organizations are reluctant to do so, firing guests may become necessary when
They endanger employees.
What role do supervisors and mid-level managers generally take in shaping organizational culture?
They translate and uphold the top manager's cultural values and beliefs
The first step in understanding how to manage the guest experience is _________
Understanding the guests in the target market
Are there any downsides to a great training program?
Yes, some companies find that hiring trained employees away from competitors is cheaper than developing their own training programs.
Are there any downsides to a great training program?
Yes, some companies find that hiring trained employees away from competitors is cheaper than developing their own training programs. No, but great training programs are expensive.
Disney's attention to detail regrading all aspects of the service environment can be considered
a competitive advantage
Which of the following is an example of "Rewarding A while hoping for B"?
a group incentive program
Achievement needs for employees are defined as
a job that lets them exercise their talents
Which space layout did Walt Disney recommend to give guests a sense of orientation at all times and reduce the amount of walking?
a single entrance leading to a central hub
Which of the following is a disadvantage of co-production for the organization?
additional cost to train customer contact employees
Regarding the chapter's strategic planning model, strategic premises are developed on the basis of
an environmental assessment
According to the environmental model in the chapter, guests respond to environmental cues in one of two ways:
approach or avoid
A lean environment works best in situations when guests
are unfamiliar with the environment
______ define the relationships between causes and effects for the members of an organization
beliefs
The principles of guestology can be applied appropriately to ______.
both internal and external customers
Co-producing guests do not
capacity planners
Which of the following employees would NOT be considered a customer-contact employee?
chef at a restaurant
Which example below is the most appropriate use of co-production?
children choosing a toy for their Happy Meal
"Whn readng sentences, what we expct to read infuences what we thnk the wrds say." Our ability to read the previous sentence despite the missing letters demonstrates
cognitive response informed by past experience
As a low-cost carrier known for outstanding service, Southwest Airlines uses which strategy?
combined low cost and high value
______ is key to aligning subcultures with core company values.
communication
Of the five dimensions of personality, the one that is the most valid predictor of job performance is
conscientiousness
When training waitstaff on memorizing the menu and specials, the best measure of training effectiveness is
content mastery
Building physical capacity based on selecting a lower percentile day will NOT have a negative impact on
cost
How can service organizations help guests cope with information overload?
create sensory cues that prime subconscious memory
If information technology systems are utilized to their full potential, hospitality and service organizations should be able to implement what technique to increase profits?
cross-selling
Guest history and ______ are used together to enhance the guest experience by using past experiences to customize future experiences for a guest.
data warehousing applications
Thinking of a job as a role and using scripted behaviors can
decrease the emotional labor expended
Which of the following issues is LEAST important in managing labor?
discipline
______ is the fairness of the decision or outcome
distributive justice
Information embedded in the service environment must be
easily understood by customers
What operating model helps determine the optimum number of units to be reordered based on inventory levels, projected demand, and various associated costs?
economic order quantity (EOQ)
The employees who interact with dissatisfied guests must be
emotionally ready to deal with them
Who can be considered "internal customers" of service organizations?
employees
What is an example of employee empowerment in a restaurant?
empowering a server to decide on the best way to resolve a guest issue
Guest co-production ______ the role of the guest-contact employee.
expands
A higher GMA does not affect the employees' capability to perform better.
false
A manager who fails to meet an internal customer's expectations does not need to put forth as much effort to fix the failure than the manager would need to when helping an external guest.
false
According to the authority-acceptance theory, whether a directive has authority or not is determined by the person in authority.
false
After training has begun, a needs assessment should be conducted to determine how perceived problems or weaknesses should be addressed.
false
An example of finding a special niche would be to target a market by lowering the cost of the service product
false
Authority is the quality that good managers have that causes employees to accept their orders
false
Basic business principles are the same whether the organization is making products or serving customers.
false
Because decision makers have been out of school the longest, they are typically the ones who are most uncomfortable and unfamiliar with new technology.
false
Cash rewards are better than non-cash rewards for the organization because they fill the employees' needs to pay off a bill or celebrate their achievement.
false
Co-production leads to a decrease in training costs for an organization.
false
Co-production usually increases the time required for service.
false
Coaching is considered a form of external training.
false
Companies can maximize the value of tuition reimbursement by only reimbursing courses related to the employee's existing job.
false
Data analytics guarantees helping and organization both find and improve business success and guest experiences.
false
Decision support systems (DSS) are able to help employees make better decisions, but do not replace the decision maker altogether.
false
E-learning has been proven to be less effective than traditional methods and not cost-effective.
false
Economic needs reduce as income level increases
false
Effective hospitality organizations anticipate the report of a problem to assess their service product.
false
Empowerment is especially advisable if the business environment is highly predictable.
false
Hospitality organizations should adopt the newest technologies as quickly as possible
false
Hotels and restaurants consistently make up much of the Top 100 Best Companies to Work for List.
false
If a hospitality organization's culture is strong enough, guests will not be able to affect its cultural norms.
false
If any change is forecast, an organization should reinvent itself and learn new core competencies
false
If guests co-produce their own experiences, they take more ownership of service failures
false
In the hospitality industry, the typical pattern is that potential employees are screened in a brief interview, then those with hiring potential fill out the full application form.
false
Information embedded in the service environment does not enhance or detract from the customer's service experience.
false
Information embedded in the service environment should be hidden from customers.
false
Internships are only beneficial if the intern is hired by the company.
false
It is easy to motivate all employees because they all have the same needs, expectations, capabilities, and behaviors.
false
It is important to share as much information with employees and guests as possible, even if it is not particularly important to them.
false
Managers often spend too much time over-emphasizing the qualitative data and not enough time on the quantitative data
false
Managers often spend too much time over-emphasizing the qualitative data and not enough time on the quantitative data.
false
Manufacturing and industrial organizations hire more walk-ins than the hospitality industry does.
false
Mentorship is basically apprenticeship for executives
false
Most hospitality organizations can maintain sufficient inventory of the service products they sell.
false
Motivation lasts, so one right action has the same impact as an ongoing process
false
POS systems have complicated the communication between front and back of the house employees.
false
Part-time and temporary employees are typically good candidates for empowerment because the decisions they make are not felt by the organization after they leave.
false
Regardless of whether or not the data is good or bad, all information is important to use in making managerial decisions
false
Regardless of whether or not the data is good or bad, all information is important to use in making managerial decisions.
false
Selecting the right person for a particular job should begin by first looking at the applicants, then looking at the job.
false
Successful managers must have two skills or qualities: management ability and a service orientation
false
Synthesizing large amounts of data to search for useful information through data analytics is often cheap or free with services offered today.
false
The average company spends an average of $8,000 on training per employee.
false
The benefit of having guests participate in the service experience always outweighs the costs.
false
The best way to manage information is to keep it in the hands of the managers who make those decisions.
false
The five key areas in which action plans should be established are Management, Sales, Capacity Utilization, Finance, and Marketing.
false
The most common training method is computerized presentations.
false
The most effective measure of assessing training effectiveness is participant feedback.
false
The service setting itself does not provide useful information to guests of the organization.
false
Theming expands the limits of what the organization can offer in terms of service, setting, and delivery system
false
Theming is a way to add variety to the service environment.
false
Three important factors that will influence future hospitality organizations are changing technology, the entry of Generation Y into the workforce, and changes in market segment definitions.
false
Training can be worthwhile even if it does not contribute to overall organizational effectiveness in some tangible way.
false
When evaluating an organization's core competencies, customers must first be informed about the results of previous surveys.
false
Working in teams can satisfy growth and achievement needs, but not economic needs.
false
You can anticipate, train, and prepare for every possible problem, outcome, or customer request.
false
The more ______ guests are with the organization, the more qualified they are to provide technical feedback.
familiar
Involving guests in service delivery usually has little if any impact on
front-of-house cleanliness
GMA stands for
general mental ability
What is the biggest challenge when attempting to implement and utilize information systems to enhance the customer service experience?
getting the right information to the right person in an appropriate format and at the appropriate time
An organization knows it has met guest expectations when ______.
guests report that their expectations have been met
Culture helps an organization's members deal with which issue that all organizations must resolve?
how the organization;s members should relate to one another
If an airline determines that food quality is not one of its core competencies, it should
improve the quality until it becomes a core competency
Which is a great way for organizations to minimize the negatives for employees in high pressure positions?
increase responsibilities
What helps employees serve guests more efficiently and effectively by assisting in the communication?
integrated information systems
If an employee is treated rudely during an HR investigation process, this is a failure of ______.
interactional justice
Just what type of training to offer employees
is sometimes difficult to determine
Which of the following is the most serious disadvantage of guest co-production for the organization?
it increases legal risk
A properly designed and administered structured interview ensures that the questions are
job related
The greatest challenge of employee development is
knowing exactly what will be successful in the future is impossible
What is one of the major concerns regarding the increasing use of technology in service and hospitality organizations, especially regarding customer information?
maintaining proper security and protection of collected data
Empowering employees requires sharing information and organizational knowledge that enables empowered employees to
make decisions that influence organizational outcomes
Guests who ______ become potent assistants to the managers in monitoring, reinforcing, and shaping employee behavior.
make their expectations plain
Organizations that rely more on part-time workers or temporary contractors are ______ to subculture formation.
more susceptible
A guest arriving in a ______ mood will be most influenced by environmental cues
neutral
Folkways and mores are examples of
norms
Which of the following is the most common internal training method?
on-the-job training
The moment of truth refers to ______.
one single moment during a variety of interactions between the guest and the organization
When training waitstaff on upselling drinks and desserts, the best measure of training effectiveness is
organizational performance
The assessment of the need for a training program takes place at which three levels?
organizational, task, and individual
One problem that occurs after successful training is the stealing of employees by competitors called
poaching
What type of technological systems assist in the communication and proper sequencing between front and back of the house service employees?
point-of-sale (POS)
Rewarding desired behaviors is called
positive reinforcement
A major tool of guestologists use is
probabilistic statistics
______ is the fairness of how the decision making was handled or administered
procedural justice
If an employee believes the HR department did not act impartial in handling her harassment claim, this a failure of ______.
prodecural justice
The purpose of employee empowerment is to
provide a mechanism by which responsibility for job-related decisions is vested in either individuals or in work teams
Regardless of strategy, the best way to maintain success is
provide better quality and value than your competitors
Which of the following would not be considered a ritual?
review of standards of behavior
An example of a low-cost forecasting technique is
scenario development
Which of the following is an example of how information about the services offered is part of the service environment?
seeing displayed awards and reviews a restaurant has received
Another way of transmitting cultural beliefs, values, and norms are
stories, legends, and heroes
Which of the followingenvironmental features does not contribute to the guest's feeling of safety?
tall hedges
On which of the following levels does needs assessment not take place?
team
The process of capturing large bodies of information gathered through textual sources for use in business intelligence and research is
text-analytics
Training is important to hospitality organizations because
the individual hospitality employee can make or break the organization's relationship with its guest
The vision statement articulates
the organization's hopes for the future
The value of a guest experience is equal to
the quality of the experience divided by the costs of all kinds
How can "heroes" help reinforce organizational culture?
they exemplify organizational best practices that others should emulate
A child being left unsupervised and pulling all the levers of the frozen yogurt on purpose spilling it all over the floor is probably a need for an abrupt firing.
true
A key advantage of non-cash awards is that they often create a lasting memory of the experience for the employee that is more cost effective than cash awards.
true
A modeling decision might be appropriate at a hotel in a high crime area to ensure that side doors automatically lock at a specific time.
true
A nation's cultural beliefs affect company culture when the two are in conflict. For example, the American custom of working through lunch would not be tolerated in Europe.
true
A police or background check is particularly important in the hospitality industry because so many employees are dealing directly with guests.
true
According to Len Berry, guests judge the overall quality of service on these factors: reliability, responsiveness, assurance, empathy, and tangibles.
true
An employee's unmet economic needs can affect the guest's experience.
true
Architectural design choices have little impact on organizational culture.
true
Bare tables, cheap flatware, and placemats are a cue that the food service is likely simple and the food is of average or below average quality.
true
Because of rapid changes in the finance field, positions in that area within hospitality organizations are apt to be filled from the outside.
true
Because people join groups to satisfy needs, they will support an organization that helps them satisfy those needs
true
Casinos use loyalty program cards to target in on high profit gamblers and entices them to return by offering them complimentary food, rooms, or tickets.
true
Combining POS and CRM systems can act as a strong support for strategic decision making within service and hospitality organizations.
true
Customer transactions, psychographics, and demographics are all examples of useful types of information that can be analyzed through data analytics.
true
Customer-provided information is another source of information guests can utilize to enhance their experience
true
Data analytics and decision support systems (DSS) can help casinos make decisions about which customers to give incentives and comps to, what type of incentives and comps should be offered, and at what time.
true
Employee empowerment to fix service failures at the point of failure reduces the need for tracking information up through management for decisions to be made later.
true
Enthusiastic employees make the guest experience more memorable and help keep the organization in the mind of the guests when they leave.
true
Every aspect of the service environment should be managed; nothing should be left to chance.
true
Every hospitality manager should understand this basic principle: Rewarded behavior tends to be repeated; unrewarded behavior tends not to be repeated
true
Excess random information will quickly overtax the capacity of the guest's mind to comprehend the environment, leading to frustration or confusion.
true
Folkways and mores can be the basis of an organization's code of ethics and accepted behaviors.
true
Folkways are the habitual ways in which organizational members act or think, without reflecting on them
true
For senior positions, one way to ensure diverse thinking in your organization is to hire away your competitor's top performing talent.
true
Generation Z is comprised of those born in the year 1997 or later.
true
Graphics are an important way a service organization is able to communicate information through their service environment.
true
Guest and employee feedback can contribute to the effectiveness of training programs
true
Guest experience = service setting + service delivery system + service product
true
Guest focuses organizations should trace information and authority from the bottom up
true
Guests can learn to co-produce the experience from hospitality employees and from other guests.
true
Guests typically do not like to go to empty restaurants or poorly attended festivals because the idea of being with others or people watching is part of the expected service experience.
true
Hiring college students who will accept line positions is difficult because of the large debt incurred while being educated, but those who are committed to the industry will stand out.
true
Hiring people who have the same attitude, knowledge, abilities, skills, and personality as your top performers is actually a type of benchmarking.
true
If an organization's culture is strong, it becomes another core competency.
true
If turnover is seen as a potential issue in implementing a new service strategy, then a retention strategy to keep productive employees should also be implemented.
true
In recent years, there has been an increased use of relationship marketing, which emphasizes the market-segment-of-one concept.
true
Information can also be considered part of the service product.
true
Leaders must care about what they do, say, and write to ensure the messages they send are what is intended and explicit.
true
Letting guests participate can build guest commitment and repeat business.
true
Low quality and low cost, and high quality and high cost, bring about the same perceived value to the guest. Difficulty Level: Medium
true
Maintaining the guest mood is best done by maintaining the consistency between what the guest expects to see and what they actually see.
true
Many hotels require general managers to have a full range of experience throughout many departments before being eligible for promotion.
true
Most hospitality employees, no matter what their educational level, start at the same entry-level point, then try to prove their commitment to service excellence.
true
One importance of the service environment is that it influences guest expectations even before the service is delivered
true
One way successfully utilized information systems can help service organizations make the delivery of the guest experience's more effective is by allowing organizations to customize their guest's experiences.
true
Only walking around allows hospitality managers to see whether the quality of guest experiences is up to standard.
true
Organizations should try to define the objectives of a training program and should try to measure the outcomes of training.
true
Providing information to the guest is in itself a service that is often just as important as the primary service that the organization provides.
true
Providing information to the guest is in itself a service that is often just as important as the primary service that the organization provides..
true
Research has shown that setting specific and challenging goals leads to higher performance levels than expressing vague goals.
true
Seeing other guests enjoying their meals enhances a guest's dining experience since happiness and satisfaction are contagious.
true
Simulation training can be used to prevent failures where the consequences are too great, like a new front desk employee checking in two guests in the same room.
true
Some POS systems can be accessed from anywhere around the world.
true
Some guests resent having to co-produce any part of the experience for which they are paying.
true
The attire of the hospitality organization's employees is part of the environment
true
The best of strategic plans may have to be changed, because the future is uncertain
true
The expression "culture fills the gaps" means that culture gives guidance to employees in situations not covered by rules, procedures, and training.
true
The first managerial challenge in meeting belonging needs is to identify social groups that employees belong to.
true
The most commonly used training technique in the hospitality industry is the one-on-one, learning-by-doing strategy.
true
The organization should try to maintain a good relationship with all job applicants—both the successful and the unsuccessful.
true
The organization's mission statement articulates the organization's purpose.
true
The organizational employees and units that serve each other and depend on each other can be accurately considered as internal customers.
true
The purpose of an information system in a hospitality organization is to assist in creating the service experience that the customer expects.
true
The service environment directly influences the customer's perception of the quality and value of a service organization.
true
The service package is the entire bundle of tangible and intangibles in a transaction with a service component that makes up a service experience.
true
The space layout of chairs and tables in a casual-dining restaurant is typically similar to the layout of chairs and tables in a fine-dining restaurant.
true
The type of training to offer employees can often be difficult to determine.
true
The very plans that make a company competitive under one set of circumstances can make it uncompetitive if the management does not pay attention and react to changes in the marketplace.
true
Tipping is an example of how guests can motivate employee behavior.
true
When guests serve themselves, they are usually helping the organization save on its labor costs.
true
While a strong brand name is important to a business, it can be a disadvantage if it has negative associations in certain markets.
true
When a hotel believes that an employee is happy and content in their current position, they often do not even think about them as promotable since finding their replacement would be difficult. This behavior is called
typecasting
Guests are co-producers in which of the following examples?
using the self-check-in kiosk at a hotel
Hilton uses focused recruitment in "Operation Opportunity" which hires
veterans and military spouses
