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