Exam 7: Serving With a Smile Motivating Exceptional Service

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.

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

According to the authority-acceptance theory, whether a directive has authority or not is determined by the person in authority.

The goal setting process MBO stands for

According to equity theory, which factor is not considered in determining whether an employee is being treated fairly?

Which of the following is an example of "Rewarding A while hoping for B"?

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.

Rewarding the wrong behavior is worse than not rewarding the right behavior.

Ownership in company stock can help employees feel more invested in the company's success.

Before offering incentives that can help satisfy needs such as achievement and growth, companies must ensure that employees' economic needs are met.

You can anticipate, train, and prepare for every possible problem, outcome, or customer request.

The employee who provides the guest experience need only be well trained to meet the guest's quality and value expectations and to do so consistently.

According to Valoir Borland of the Ritz-Carlton Leadership Center, two important things you can say to an employee are "Thank you" and "That means a lot." These words can help fulfill employees'

Individual recognition is more effective in some cultures than others.

Because financial incentives change behaviors, managers have to ensure the performance measures they use will focus employees on what they want to do.

The five keys to implementing an effective empowerment program are

Ethical Leadership is driven by a respect for ethical beliefs, dignity, and rights of others.

According to equity theory, we compare what we get out of an endeavor to what we put into it and draw a conclusion as to the fairness of the ratio independent of external standards of comparison.

Alyssa was just promoted from being a front desk agent to being the front desk supervisor. She is nervous about the increased level of decision-making authority because she wants to make sure she lives up to the standards of the organization and position. Which key to implementing an empowerment program is this referring to?

If an employee who has been with the company for five years discovers that a new coworker in the same position earns a higher salary, he will most likely consider this a failure of ______.