Because of the difficulty in standardizing service tasks, there is disagreement as to whether or not what can be useful to service companies?
a. Employee morale
b. Customer incentives
c. Hard and soft technology
What things define the acceptable quantity of work to be done by trained employees who perform their work according to established performance standards?
a. Training standards
b. Employee standards
c. Productivity standards
A discretionary purchase is one that:
a. A manager must make
b. A customer will make at a hotel or restaurant
c. A business traveler will make
d. A customer does not have to make
A project will have a higher desired return if:
a. It is planned well.
b. It has a high risk.
c. It is completed over a long period of time.
d. It is completed over a short period of time.
Physical resources should of course be protected during a natural disaster, but it is also necessary to _____________ administrative _____________.
Fill in the blank(s) with correct word
The cost approach is generally the easiest approach to complete.
Indicate whether the statement is true or false
What is the term for maintenance that has revenue and/or safety implications in that the room cannot be rented until the problem is fixed (e.g., broken window)?
a. Emergency and breakdown maintenance
b. Revenue recuperations maintenance
c. Rental resumption maintenance
Performance standards indicate what must be done and what else?
a. Who should do it
b. How the job should be done
c. Where the job should be done
Employees should be involved in making decisions not because it will make them happier, but because:
a. Management needs help.
b. It just makes sense.
c. There are too many decisions to make.
d. Employees need to know about the decisions.
A common way of developing a budget is to base it on a percentage of:
a. Occupancy
b. Expenses
c. Sales
d. Demand
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