Ch7 Test Bank Serving With A Smile – Motivating Exceptional - Hospitality Organizations 2e Test Bank by Robert C. Ford. DOCX document preview.
CHAPTER 7: Serving with a Smile – Motivating Exceptional Service
Testbank
True/False
- 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.
Learning Objective: LO 7.1 Discuss how motivating your employees is just as critical as how you select and train them.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Introduction
Difficulty Level: M
- It is easy to motivate all employees because they all have the same needs, expectations, capabilities, and behaviors.
Learning Objective: LO 7.1 Discuss how motivating your employees is just as critical as how you select and train them.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: What Motivates People?)
Difficulty Level: Easy
- All five levels of needs are equally fundamental.
Learning Objective: LO 7.2 Describe the different needs employees possess that drive their behaviors.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: The Needs People Have
Difficulty Level: Easy
- The first managerial challenge in meeting belonging needs is to identify social groups that employees belong to.
Learning Objective: LO 7.2 Describe the different needs employees possess that drive their behaviors.
Cognitive Domain: Knowledge
AACSB: Contexts of organizations in a global society
Answer Location: Social Needs
Difficulty Level: Easy
- The sense of belonging or not belonging has little effect on a well-trained, professional hospitality employee.
Learning Objective: LO 7.2 Describe the different needs employees possess that drive their behaviors.
Cognitive Domain: Comprehension
AACSB: Contexts of organizations in a global society
Answer Location: Social Needs
Difficulty Level: Medium
- Because people join groups to satisfy needs, they will support an organization that helps them satisfy those needs.
Learning Objective: LO 7.2 Describe the different needs employees possess that drive their behaviors.
Cognitive Domain: Comprehension
AACSB: Contexts of organizations in a global society
Answer Location: Social Needs
Difficulty Level: Medium
- 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.
Learning Objective: LO 7.3 Explain how hospitality organizations motivate their employees to provide outstanding guest service.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Recognizing a Job Well Done
Difficulty Level: Medium
- Younger employees and baby boomers have the same recognition needs.
Learning Objective: LO 7.2 Describe the different needs employees possess that drive their behaviors.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Recognition Needs
Difficulty Level: Easy
- Empowerment is the assignment of decision-making responsibility to an individual.
Learning Objective: LO 7.4 Express how empowering employees can make them more motivated and more effective.
Cognitive Domain: Knowledge
AACSB: Social responsibility
Answer Location: What Is Empowerment?
Difficulty Level: Easy
- You can anticipate, train, and prepare for every possible problem, outcome, or customer request.
Learning Objective: LO 7.4 Express how empowering employees can make them more motivated and more effective.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: What is Empowerment?)
Difficulty Level: Easy
- An employee’s unmet economic needs can affect the guest’s experience.
Learning Objective: LO 7.2 Describe the different needs employees possess that drive their behaviors.
Cognitive Domain: Knowledge
AACSB: Contexts of organizations in a global society
Answer Location: Economic Needs
Difficulty Level: Easy
- Economic needs reduce as income level increases.
Learning Objective: LO 7.2 Describe the different needs employees possess that drive their behaviors.
Cognitive Domain: Comprehension
AACSB: Contexts of organizations in a global society
Answer Location: Economic Needs
Difficulty Level: Medium
Learning Objective: LO 7.1 Discuss how motivating your employees is just as critical as how you select and train them.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Introduction
Difficulty Level: Medium
- Empowerment is especially advisable if the business environment is highly predictable.
Learning Objective: LO 7.4 Express how empowering employees can make them more motivated and more effective.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Limitations and Potential of Empowerment
Difficulty Level: Medium
- Just as customers define the quality and value of the guest experience, so do managers define the quality and value of the employment relationship.
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: The Power of Positive Reinforcement
Difficulty Level: Medium
- Ownership in company stock can help employees feel more invested in the company’s success.
Learning Objective: LO 7.3 Explain how hospitality organizations motivate their employees to provide outstanding guest service.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Financial Rewards
Difficulty Level: Easy
- Every hospitality manager should understand this basic principle: Rewarded behavior tends to be repeated; unrewarded behavior tends not to be repeated.
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: The Power of Positive Reinforcement
Difficulty Level: Medium
- Individual recognition is more effective in some cultures than others.
Learning Objective: LO 7.2 Describe the different needs employees possess that drive their behaviors.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Recognition Needs
Difficulty Level: Easy
- Rewarding the wrong behavior is worse than not rewarding the right behavior.
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: The Power of Positive Reinforcement
Difficulty Level: Medium
- 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.
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Linking Performance and Rewards
Difficulty Level: Medium
- Before offering incentives that can help satisfy needs such as achievement and growth, companies must ensure that employees’ economic needs are met.
Learning Objective: LO 7.2 Describe the different needs employees possess that drive their behaviors.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: The Needs People Have
Difficulty Level: Easy
- Research has shown that setting specific and challenging goals leads to higher performance levels than expressing vague goals.
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Setting Goals
Difficulty Level: Easy
- Authority is the quality that good managers have that causes employees to accept their orders.
Learning Objective: LO 7.8 State how authority and leadership work in organizations and why employees accept authority.
Cognitive Domain: Knowledge
AACSB: Social responsibility
Answer Location: Authority-Acceptance Theory
Difficulty Level: Easy
- Working in teams can satisfy growth and achievement needs, but not economic needs.
Learning Objective: LO 7.6 Review the role of teams in changing the way work is done and improving organizational effectiveness.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Working in Teams
Difficulty Level: Easy
- According to the authority-acceptance theory, whether a directive has authority or not is determined by the person in authority.
Learning Objective: LO 7.8 State how authority and leadership work in organizations and why employees accept authority.
Cognitive Domain: Knowledge
AACSB: Social responsibility
Answer Location: Authority-Acceptance Theory
Difficulty Level: Easy
- 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.
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Managing Fairly
Difficulty Level: Hard
- Employee empowerment can have unintended consequences.
Learning Objective: LO 7.4 Express how empowering employees can make them more motivated and more effective.
Cognitive Domain: Knowledge
AACSB: Social responsibility
Answer Location: Empowerment
Difficulty Level: Easy
28. Because financial incentives change behaviors, managers have to ensure the performance measures they use will focus employees on what they want to do.
Learning Objective: LO 7.3 Explain how hospitality organizations motivate their employees to provide outstanding guest service.
Cognitive Domain: Knowledge
AACSB: Social responsibility
Answer Location: Financial Rewards
Difficulty Level: Easy
29. 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.
Learning Objective: LO 7.3 Explain how hospitality organizations motivate their employees to provide outstanding guest service.
Cognitive Domain: Knowledge
AACSB: Social responsibility
Answer Location: Recognizing a Job Well Done
Difficulty Level: Easy
30. 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.
Learning Objective: LO 7.4 Express how empowering employees can make them more motivated and more effective.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Degrees of Empowerment
Difficulty Level: Easy
31. 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.
Learning Objective: LO 7.4 Express how empowering employees can make them more motivated and more effective.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Unintended Consequences of Empowerment
Difficulty Level: Medium
32. Ethical Leadership is driven by a respect for ethical beliefs, dignity, and rights of others.
Learning Objective: LO 7.7 Relate the importance of fairness and ethical leadership for maintaining employee motivation.
Cognitive Domain: Knowledge
AACSB: Social responsibility
Answer Location: Ethical Leadership
Difficulty Level: Easy
33. Employees are fairly homogenous, which makes leadership easier because they respond in similar ways.
Learning Objective: LO 7.7 Relate the importance of fairness and ethical leadership for maintaining employee motivation.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Solving the Leadership Challenge of Motivating Exceptional Guest Service
Difficulty Level: Medium
Multiple Choice
34. Achievement needs for employees are defined as
- being recognized by managers, peers, or customers for their performance
- having challenging work assignments
- a job that lets them exercise their talents
- the need for advancement opportunities by employees
Learning Objective: LO 7.1 Discuss how motivating your employees is just as critical as how you select and train them.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: What Motivates People?
Difficulty Level: Medium
35. Which of the following financial incentives or rewards are customer determined?
- merit raise
- pooled tips
- annual performance bonus
- Benefits
Learning Objective: LO 7.3 Explain how hospitality organizations motivate their employees to provide outstanding guest service.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Financial Rewards
Difficulty Level: Easy
36. 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’
- achievement needs
- emotional needs
- social needs
- recognition needs
Learning Objective: LO 7.2 Describe the different needs employees possess that drive their behaviors.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Recognition Needs
Difficulty Level: Easy
37. Which of the following financial incentives or rewards are manager determined?
- pooled tips
- longevity Pay
- Group incentive plan
- Gratuities
Learning Objective: LO 7.3 Explain how hospitality organizations motivate their employees to provide outstanding guest service.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Financial Rewards
Difficulty Level: Medium
38. The hedonic treadmill is the tendency of people to
- pursue the same sources of enjoyment repeatedly
- want more things as their income level increases
- return to a relatively stable level of happiness despite positive or negative events or life changes
- be appreciated for the work they do
Learning Objective: LO 7.2 Describe the different needs employees possess that drive their behaviors.
Cognitive Domain: Comprehension
AACSB: Contexts of organizations in a global society
Answer Location: Economic Needs
Difficulty Level: Medium
39. The employees who interact with dissatisfied guests must be
- management
- emotionally ready to deal with them
- quick to politely explain how the guest is incorrect
- empowered enough to give the guest whatever they want to fix the problem
Learning Objective: LO 7.3 Explain how hospitality organizations motivate their employees to provide outstanding guest service.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Minimizing the Negatives
Difficulty Level: Medium
40. Empowering employees requires sharing information and organizational knowledge that enables empowered employees to
- call the manager to make decisions
- make decisions that influence organizational outcomes
- focus on things other than their job
- allow customers to determine outcomes
Learning Objective: LO 7.4 Express how empowering employees can make them more motivated and more effective.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: What is Empowerment?
Difficulty Level: Medium
41. The purpose of employee empowerment is to
- ensure that effective decisions are made by management
- provide a mechanism by which responsibility for job-related decisions is vested in either individuals or in work teams
- ensure that the customer always gets what they want
- ensure all decisions are correct in the eyes of management and the guest
Learning Objective: LO 7.4 Express how empowering employees can make them more motivated and more effective.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: What is Empowerment?
Difficulty Level: Hard
42. The five keys to implementing an effective empowerment program are
- training, willingness, measurement, incentives, and managerial buy-in
- training, focus, care, time, and procedure
- view, method, care, time, and willingness
- planning, preparation, focus, organizational view, and careful implementation
Learning Objective: LO 7.4 Express how empowering employees can make them more motivated and more effective.
Cognitive Domain: Knowledge
AACSB: Social responsibility
Answer Location: Empowerment Implementation
Difficulty Level: Easy
43. Employee empowerment is more effective or appropriate if
- The business strategy emphasizes high-cost, low-volume operations.
- The customer relationships are short term.
- The technology is simple and routine.
- The company offers personalized service.
Learning Objective: LO 7.4 Express how empowering employees can make them more motivated and more effective.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Limitations and Potential of Empowerment
Difficulty Level: Medium
44. Which of the following is an example of “Rewarding A while hoping for B”?
- reinforcing desired behavior when it is observed
- rewarding one employee while hoping that another employee gets the first employee’s job
- rewarding an employee in hopes that the employee will adopt other favorable behaviors
- a group incentive program
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: The Power of Positive Reinforcement
Difficulty Level: Hard
45. Rewarding desired behaviors is called
- helpful rewards
- focused recognition
- positive reinforcement
- negative reinforcement
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Knowledge
AACSB: Social responsibility
Answer Location: The Power of Positive Reinforcement
Difficulty Level: Easy
46. What is an example of employee empowerment in a restaurant?
- empowering a busboy interested in accounting to oversee supplier invoices
- empowering a hostess to make exceptions to the dress code
- empowering a server to decide on the best way to resolve a guest issue
- empowering a manager to conduct inventory
Learning Objective: LO 7.4 Express how empowering employees can make them more motivated and more effective.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Empowerment
Difficulty Level: Medium
47. Thinking of a job as a role and using scripted behaviors can
- decrease the emotional labor expended
- increase the emotional labor expended
- increase the physical labor expended
- decrease the physical labor involved
Learning Objective: LO 7.3 Explain how hospitality organizations motivate their employees to provide outstanding guest service.
Cognitive Domain: Comprehension
AACSB: Group and individual behaviors
Answer Location: Minimizing the Negatives
Difficulty Level: Easy
48. The two desirable organizational outcomes of the goal setting process are
- producing a logical and complete plan and adding value to the organization’s ability to achieve its mission
- letting employees know management cares and working on employees’ individual futures
- working with employees in teams and locking the employees into achieving their goals
- defining a plan of action and execution of that plan
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Setting Goals
Difficulty Level: Medium
49. The goal setting process MBO stands for
- management by observation
- management by objectives
- monitoring by objectives
- management by organization
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Knowledge
AACSB: Social responsibility
Answer Location: An Example: Management by Objectives
Difficulty Level: Easy
50. Which of the following is not a precondition for accepting direction?
- The employee must understand the directive.
- The employee must be emotionally invested in the organization.
- The employee must believe that the directive is consistent with the organization’s goals.
- The employee must believe that the directive is consistent with the employee’s own goals.
Learning Objective: LO 7.8 State how authority and leadership work in organizations and why employees accept authority.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Preconditions for Employee Acceptance of Authority
Difficulty Level: Medium
51. The zones of acceptance directives fall into are
- definite, absolutely not, and maybe
- yes, no, and maybe
- clearly acceptable, clearly unacceptable, and questionable
- absolute, objectionable, and possible
Learning Objective: LO 7.8 State how authority and leadership work in organizations and why employees accept authority.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Securing Employee Compliance with Directives
Difficulty Level: Medium
52. ______ is the fairness of how the decision making was handled or administered.
- Interactional justice
- Distributive justice
- Procedural justice
- Informational justice
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Knowledge
AACSB: Social responsibility
Answer Location: Justice in the Workplace
Difficulty Level: Easy
53. ______ is the fairness of the decision or outcome.
- Interactional justice
- Distributive justice
- Procedural justice
- Informational justice
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Knowledge
AACSB: Social responsibility
Answer Location: Justice in the Workplace
Difficulty Level: Easy
54. If an employee is treated rudely during an HR investigation process, this is a failure of ______.
- interactional justice
- distributive justice
- procedural justice
- informational justice
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Justice in the Workplace
Difficulty Level: Medium
55. If an employee believes the HR department did not act impartial in handling her harassment claim, this a failure of ______.
- interactional justice
- distributive justice
- procedural justice
- informational justice
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Justice in the Workplace
Difficulty Level: Medium
56. 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 ______.
- interactional justice
- distributive justice
- procedural justice
- informational justice
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Justice in the Workplace
Difficulty Level: Medium
57. ______ motivates employees to focus their efforts on achieving the organization’s goals.
- Profit-sharing programs
- Effective leadership
- Methodical leadership
- None of these
Learning Objective: LO 7.7 Relate the importance of fairness and ethical leadership for maintaining employee motivation.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Managers and Leaders
Difficulty Level: Easy
58. What is the service-profit chain?
- the impact of guest satisfaction scores on profit
- the impact of gratuity and bonuses on service level, upselling, and profitability
- the impact of managerial and organizational practices on employee attitudes, customer satisfaction, and profitability
- the impact of positive employees on revenue production
Learning Objective: LO 7.1 Discuss how motivating your employees is just as critical as how you select and train them.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: The Service-Profit Chain
Difficulty Level: Medium
59. According to equity theory, which factor is not considered in determining whether an employee is being treated fairly?
- the ratio of the effort she puts into the reward she gets
- how much she earns compared to others doing the same job
- the favoritism displayed by her supervisor to a coworker
- whether and employee has enough self-efficacy
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Managing Fairly
Difficulty Level: Hard
60. What are the SMART criteria for goals?
- Specific, Measurable, Attainable, Realistic, and Transparent
- Specific, Measurable, Attainable, Result-oriented, and Time-bound
- Skill-based, Measurable, Attainable, Realistic, and Transparent
- Skill-based, Measurable, Attainable, Realistic, and Time-bound
Learning Objective: LO 7.5 Describe how setting SMART goals can be a powerful way to motivate employees.
Cognitive Domain: Knowledge
AACSB: Systems and processes in organizations
Answer Location: Setting Goals
Difficulty Level: Easy
61. Which is a great way for organizations to minimize the negatives for employees in high pressure positions?
- change their assignment
- increase their responsibilities
- provide free massages
- offer stress reduction programs
Learning Objective: LO 7.3 Explain how hospitality organizations motivate their employees to provide outstanding guest service.
Cognitive Domain: Comprehension
AACSB: Social responsibility
Answer Location: Minimizing the Negatives
Difficulty Level: Medium
62. 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?
- Incentives
- Training
- Measurement
- Managerial buy-in
Learning Objective: LO 7.4 Express how empowering employees can make them more motivated and more effective.
Cognitive Domain: Analysis
AACSB: Social responsibility
Answer Location: Empowerment Implementation
Difficulty Level: Hard
63. Empowerment may be less appropriate if
- Employees have strong communication skills.
- The business is highly unpredictable.
- The company strategy includes high-cost, low-volume operations.
- Employees have low growth needs.
Learning Objective: LO 7.4 Express how empowering employees can make them more motivated and more effective.
Cognitive Domain: Analysis
AACSB: Social responsibility
Answer Location: Limitations and Potentials of Empowerment
Difficulty Level: Medium
Document Information
Connected Book
Explore recommendations drawn directly from what you're reading
Chapter 5 Staffing For Service
DOCX Ch. 5
Chapter 6 Training And Developing Employees To Serve
DOCX Ch. 6
Chapter 7 Serving With A Smile – Motivating Exceptional Service
DOCX Ch. 7 Current
Chapter 8 Involving The Guest The Co-Creation Of Value
DOCX Ch. 8
Chapter 9 Communicating For Service
DOCX Ch. 9