Marketing by a service firm to train effectively and motivate its customer-contact employees and all the supporting service people to work as a team to provide customer satisfaction, is called:
A) Effective hiring protocol
B) Effective empowerment
C) Internal marketing
D) Training
Which of the following major departments is most unique to resort hotels?
A) Activities-related departments B) Marketing and sales-related departments
C) Back-of-house departments D) Front-of-house departments
A system of values and beliefs in an organization that reinforces the idea that providing the customer with quality service is the principal concern of the business, is called:
A) Organizational culture
B) Organization sub-culture
C) Service culture
D) Moment of truth
What ultimate purpose does the condenser serve?
A) It heats water so that it can evaporate in the cooling tower.
B) removes heat from the refrigerant so that it can change state from a gas to a liquid
C) It adds heat to the refrigerant so that it can cool off in the expansion valve.
D) removes heat from the room so that it can reduce the room's air temperature
________ allows its best employees to pick future employees.
A) Disney World
B) Starbucks
C) Southwest Airlines
D) Olive Garden
To hospitality students, the single most important variable when selecting an employer upon graduation is:
A) Salary
B) Good working conditions
C) A chance for promotion and growth
D) Interesting work
Some hotels have a policy of preparing ________ more meals than the number attending a function in order to accommodate additional people.
A) 2-3 B) 4-6 C) 5-7 D) 3-5
Emotional labor has been defined as:
A) The emotional wear and tear on service providers when dealing with guests
B) The necessary involvement of the service providers emotions in delivering a service
C) The cost to the company of dealing with emotional employees
D) The need of employees to work hard to control their emotions
A pattern of shared values and beliefs that gives members of an organization meaning, providing them with the rules for behavior in the organization, is called:
A) Organization Structure
B) Organization Chart
C) Organization Culture
D) Organization's internal marketing
________ is when a firm moves the authority and responsibility to make decisions to the line employees from the supervisor.
A) Emotional labor
B) Empowerment
C) Cross training
D) Service culture
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