Question 1

Which of the following is not a precondition for accepting direction?

Accepted Answer

A)  The employee must understand the directive. 
B)  The employee must be emotionally invested in the organization. 
C)  The employee must believe that the directive is consistent with the organization's goals. 
D)  The employee must believe that the directive is consistent with the employee's own goals. 
A)  The employee must understand the directive. 
B)  The employee must be emotionally invested in the organization. 
C)  The employee must believe that the directive is consistent with the organization's goals. 
D)  The employee must believe that the directive is consistent with the employee's own goals. B

Question 2

It is easy to motivate all employees because they all have the same needs, expectations, capabilities, and behaviors.

Accepted Answer

A) True 
 B)False  False

Question 3

The two desirable organizational outcomes of the goal setting process are

Accepted Answer

A)  producing a logical and complete plan and adding value to the organization's ability to achieve its mission 
B)  letting employees know management cares and working on employees' individual futures 
C)  working with employees in teams and locking the employees into achieving their goals 
D)  defining a plan of action and execution of that plan 
A)  producing a logical and complete plan and adding value to the organization's ability to achieve its mission 
B)  letting employees know management cares and working on employees' individual futures 
C)  working with employees in teams and locking the employees into achieving their goals 
D)  defining a plan of action and execution of that plan A

Question 4

The hedonic treadmill is the tendency of people to

Accepted Answer

A)  pursue the same sources of enjoyment repeatedly 
B)  want more things as their income level increases 
C)  return to a relatively stable level of happiness despite positive or negative events or life changes 
D)  be appreciated for the work they do 
A)  pursue the same sources of enjoyment repeatedly 
B)  want more things as their income level increases 
C)  return to a relatively stable level of happiness despite positive or negative events or life changes 
D)  be appreciated for the work they do

Question 5

Rewarding desired behaviors is called

Accepted Answer

A)  helpful rewards 
B)  focused recognition 
C)  positive reinforcement 
D)  negative reinforcement 
A)  helpful rewards 
B)  focused recognition 
C)  positive reinforcement 
D)  negative reinforcement

Question 6

Just as customers define the quality and value of the guest experience, so do managers define the quality and value of the employment relationship.

Accepted Answer

A) True 
 B)False

Question 7

Empowerment may be less appropriate if

Accepted Answer

A)  Employees have strong communication skills. 
B)  The business is highly unpredictable. 
C)  The company strategy includes high-cost, low-volume operations. 
D)  Employees have low growth needs. 
A)  Employees have strong communication skills. 
B)  The business is highly unpredictable. 
C)  The company strategy includes high-cost, low-volume operations. 
D)  Employees have low growth needs.

Question 8

Every hospitality manager should understand this basic principle: Rewarded behavior tends to be repeated; unrewarded behavior tends not to be repeated.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following financial incentives or rewards are manager determined?

Accepted Answer

A)  pooled tips 
B)  longevity Pay 
C)  Group incentive plan 
D)  Gratuities 
A)  pooled tips 
B)  longevity Pay 
C)  Group incentive plan 
D)  Gratuities

Question 10

Younger employees and baby boomers have the same recognition needs.

Accepted Answer

A) True 
 B)False

Question 11

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.

Accepted Answer

A) True 
 B)False

Question 12

Research has shown that setting specific and challenging goals leads to higher performance levels than expressing vague goals.

Accepted Answer

A) True 
 B)False

Question 13

What is the service-profit chain?

Accepted Answer

A)  the impact of guest satisfaction scores on profit 
B)  the impact of gratuity and bonuses on service level, upselling, and profitability 
C)  the impact of managerial and organizational practices on employee attitudes, customer satisfaction, and profitability 
D)  the impact of positive employees on revenue production 
A)  the impact of guest satisfaction scores on profit 
B)  the impact of gratuity and bonuses on service level, upselling, and profitability 
C)  the impact of managerial and organizational practices on employee attitudes, customer satisfaction, and profitability 
D)  the impact of positive employees on revenue production

Question 14

If an employee is treated rudely during an HR investigation process, this is a failure of ______.

Accepted Answer

A)  interactional justice 
B)  distributive justice 
C)  procedural justice 
D)  informational justice 
A)  interactional justice 
B)  distributive justice 
C)  procedural justice 
D)  informational justice

Question 15

One example of an unintended consequence of empowerment is when the host of a restaurant seats four tables in the same section at the same time, overloading a specific server and not sharing the potential gratuities with other servers.

Accepted Answer

A) True 
 B)False

Question 16

______ motivates employees to focus their efforts on achieving the organization's goals.

Accepted Answer

A)  Profit-sharing programs 
B)  Effective leadership 
C)  Methodical leadership 
D)  None of these 
A)  Profit-sharing programs 
B)  Effective leadership 
C)  Methodical leadership 
D)  None of these

Question 17

Motivation lasts, so one right action has the same impact as an ongoing process.

Accepted Answer

A) True 
 B)False

Question 18

If an employee believes the HR department did not act impartial in handling her harassment claim, this a failure of ______.

Accepted Answer

A)  interactional justice 
B)  distributive justice 
C)  procedural justice 
D)  informational justice 
A)  interactional justice 
B)  distributive justice 
C)  procedural justice 
D)  informational justice

Question 19

Empowerment is the assignment of decision-making responsibility to an individual.

Accepted Answer

A) True 
 B)False

Question 20

The zones of acceptance directives fall into are

Accepted Answer

A)  definite, absolutely not, and maybe 
B)  yes, no, and maybe 
C)  clearly acceptable, clearly unacceptable, and questionable 
D)  absolute, objectionable, and possible 
A)  definite, absolutely not, and maybe 
B)  yes, no, and maybe 
C)  clearly acceptable, clearly unacceptable, and questionable 
D)  absolute, objectionable, and possible

Which of the following is not a precondition for accepting direction?

It is easy to motivate all employees because they all have the same needs, expectations, capabilities, and behaviors.

The two desirable organizational outcomes of the goal setting process are

The hedonic treadmill is the tendency of people to

Rewarding desired behaviors is called

Just as customers define the quality and value of the guest experience, so do managers define the quality and value of the employment relationship.

Empowerment may be less appropriate if

Every hospitality manager should understand this basic principle: Rewarded behavior tends to be repeated; unrewarded behavior tends not to be repeated.

Which of the following financial incentives or rewards are manager determined?

Younger employees and baby boomers have the same recognition needs.

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.

Research has shown that setting specific and challenging goals leads to higher performance levels than expressing vague goals.

What is the service-profit chain?

If an employee is treated rudely during an HR investigation process, this is a failure of ______.

One example of an unintended consequence of empowerment is when the host of a restaurant seats four tables in the same section at the same time, overloading a specific server and not sharing the potential gratuities with other servers.

______ motivates employees to focus their efforts on achieving the organization's goals.

Motivation lasts, so one right action has the same impact as an ongoing process.

If an employee believes the HR department did not act impartial in handling her harassment claim, this a failure of ______.

Empowerment is the assignment of decision-making responsibility to an individual.

The zones of acceptance directives fall into are

The Hospitality Service Strategy

Meeting Guest Expectations Through Planning

Setting the Scene for the Guest Experience

Developing the Hospitality Culture: Everyone Serves

Staffing for Service

Training and Developing Employees to Serve

Involving the Guest: the Co-Creation of Value

Communicating for Service

Planning the Service Delivery System

Waiting for Service

Measuring and Managing Service Delivery

Fixing Service Failures

Service Excellence: Leading the Way to Wow

Filters

Exam 7: Serving With a Smile Motivating Exceptional Service

Which of the following is not a precondition for accepting direction?

It is easy to motivate all employees because they all have the same needs, expectations, capabilities, and behaviors.

The two desirable organizational outcomes of the goal setting process are

The hedonic treadmill is the tendency of people to

Rewarding desired behaviors is called

Just as customers define the quality and value of the guest experience, so do managers define the quality and value of the employment relationship.

Empowerment may be less appropriate if

Every hospitality manager should understand this basic principle: Rewarded behavior tends to be repeated; unrewarded behavior tends not to be repeated.

Which of the following financial incentives or rewards are manager determined?

Younger employees and baby boomers have the same recognition needs.

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.

Research has shown that setting specific and challenging goals leads to higher performance levels than expressing vague goals.

What is the service-profit chain?

If an employee is treated rudely during an HR investigation process, this is a failure of ______.

One example of an unintended consequence of empowerment is when the host of a restaurant seats four tables in the same section at the same time, overloading a specific server and not sharing the potential gratuities with other servers.

______ motivates employees to focus their efforts on achieving the organization's goals.

Motivation lasts, so one right action has the same impact as an ongoing process.

If an employee believes the HR department did not act impartial in handling her harassment claim, this a failure of ______.

Empowerment is the assignment of decision-making responsibility to an individual.

The zones of acceptance directives fall into are

The Hospitality Service Strategy

Meeting Guest Expectations Through Planning

Setting the Scene for the Guest Experience

Developing the Hospitality Culture: Everyone Serves

Staffing for Service

Training and Developing Employees to Serve

Involving the Guest: the Co-Creation of Value

Communicating for Service

Planning the Service Delivery System

Waiting for Service

Measuring and Managing Service Delivery

Fixing Service Failures

Service Excellence: Leading the Way to Wow

Filters