Chapter.5 Complete Test Bank Staffing For Service

CHAPTER 5: Staffing for Service

Testbank

True/False

1. Competency measures are the only tool needed in the selection process.

Learning Objective: LO 5.2 Understand why it is critical to study the job before efforts are made to fill it.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Competency-Based Approaches: Disadvantages

Difficulty Level: Medium

1. A belief driving hiring from within the organization is that you cannot manage someone doing something you have never done.

Learning Objective: LO 5.3 Describe the process of recruiting employees who will give excellent guest service.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Experience

Difficulty Level: Easy

1. The Internet has fully replaced traditional ways that companies and job seekers find each other.

Learning Objective: LO 5.4 Recognize internal and external recruitment strategies that organizations use.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Hiring External Candidates

Difficulty Level: Easy

1. Hotels and restaurants consistently make up much of the Top 100 Best Companies to Work for List.

Learning Objective: LO 5.4 Recognize internal and external recruitment strategies that organizations use.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Employers of Choice

Difficulty Level: Easy

1. One element crucial to the success of structured interviews is prior training of the interviewers in how to conduct interviews and evaluate candidates.

Learning Objective: LO 5.6 Explain the standard approaches and techniques for screening and interviewing job candidates.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: The Interview

Difficulty Level: Easy

1. Managers in service firms face the same issues as managers in product-producing firms.

Learning Objective: LO 5.1 Explain the importance of staffing for an organization to be able to deliver an exceptional service product.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: The Role of the Manager

Difficulty Level: Easy

1. A higher GMA does not affect the employees’ capability to perform better.

Learning Objective: LO 5.6 Explain the standard approaches and techniques for screening and interviewing job candidates.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Cognitive Ability

Difficulty Level: Easy

1. The indirect cost of turnover is the cost of disappointed customers.

Learning Objective: LO 5.10 Discuss why managing turnover is just as important as managing who is hired.

Cognitive Domain: knowledge

AACSB: Systems and processes in organizations

Answer Location: Turnover: Selecting People Out of an Organization

Difficulty Level: Easy

1. Turnover is always a bad thing.

Learning Objective: LO 5.10 Discuss why managing turnover is just as important as managing who is hired.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Turnover: Selecting People Out of an Organization

Difficulty Level: Easy

1. Because of rapid changes in the finance field, positions in that area within hospitality organizations are apt to be filled from the outside.

Learning Objective: LO 5.4 Recognize internal and external recruitment strategies that organizations use.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Hiring External Candidates

Difficulty Level: Medium

1. Many young people avoid the hospitality industry because they think most jobs are suitable only for “burger flippers.”

Learning Objective: LO 5.4 Recognize internal and external recruitment strategies that organizations use.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Student Recruiting

Difficulty Level: Easy

1. A police or background check is particularly important in the hospitality industry because so many employees are dealing directly with guests.

Learning Objective: LO 5.6 Explain the standard approaches and techniques for screening and interviewing job candidates.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: The Background Check

Difficulty Level: Easy

1. A possible reason for not hiring from within is that current employees know the culture too well.

Learning Objective: LO 5.3 Describe the process of recruiting employees who will give excellent guest service.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Knowing the Culture

Difficulty Level: Easy

1. Deep acting causes burnout in employees.

Learning Objective: LO5.1 Explain the importance of staffing for an organization to be able to deliver an exceptional service product.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Managing Emotional Labor

Difficulty Level: Easy

1. Some employees seek hospitality jobs partly for the opportunity to demonstrate their creativity and originality, which is fun for them.

Learning Objective: LO 5.1 Explain the importance of staffing for an organization to be able to deliver an exceptional service product.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Serving the Guests

Difficulty Level: Medium

1. Older employees often bring an enthusiasm for helping and interacting with guests to hospitality organizations.

Learning Objective: LO 5.4 Recognize internal and external recruitment strategies that organizations use.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Focused Recruitment Efforts

Difficulty Level: Easy

1. Most hospitality organizations prefer to recruit from inside.

Learning Objective: LO 5.4 Recognize internal and external recruitment strategies that organizations use.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Hiring Internal Candidates

Difficulty Level: Easy

1. Manufacturing and industrial organizations hire more walk-ins than the hospitality industry does.

Learning Objective: LO 5.4 Recognize internal and external recruitment strategies that organizations use.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Walk-ins

Difficulty Level: Easy

1. In the hospitality industry, the typical pattern is that potential employees are screened in a brief interview, then those with hiring potential fill out the full application form.

Learning Objective: LO 5.6 Explain the standard approaches and techniques for screening and interviewing job candidates.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: The Interview

Difficulty Level: Easy

1. The organization should try to maintain a good relationship with all job applicants—both the successful and the unsuccessful.

Learning Objective: LO 5.6 Explain the standard approaches and techniques for screening and interviewing job candidates.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: The Interview

Difficulty Level: Medium

1. Most hospitality employees, no matter what their educational level, start at the same entry-level point, then try to prove their commitment to service excellence.

Learning Objective: LO 5.4 Recognize internal and external recruitment strategies that organizations use.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Internal Equity

Difficulty Level: Medium

1. Managers often perform customer service roles as well.

Learning Objective: LO 5.1 Explain the importance of staffing for an organization to be able to deliver an exceptional service product.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: The Role of the Manager

Difficulty Level: Easy

1. A properly designed and administered structured interview includes probing questions designed to encourage job candidates to tell something about themselves and why they are interested in the job and qualified for it.

Learning Objective: LO 5.6 Explain the standard approaches and techniques for screening and interviewing job candidates.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: The Interview

Difficulty Level: Medium

1. Hospitality organizations try to hire people who are able to handle the stress of providing service, especially when a service failure occurs.

Learning Objective: LO 5.6 Explain the standard approaches and techniques for screening and interviewing job candidates.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Choosing the Right People

Difficulty Level: Easy

1. Student recruiting is a major strategy in hospitality because the industry tends to want mature employees who have “been around the block a time or two.”

Learning Objective: LO 5.4 Recognize internal and external recruitment strategies that organizations use.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Student Recruiting

Difficulty Level: Medium

1. “Hire for attitude and values; train for skills” doesn’t make much sense in the hospitality industry since it is service skills that lead to guest satisfaction.

Learning Objective: LO 5.2 Understand why it is critical to study the job before efforts are made to fill it.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Job Analysis

Difficulty Level: Easy

1. Selecting the right person for a particular job should begin by first looking at the applicants, then looking at the job.

Learning Objective: LO 5.2 Understand why it is critical to study the job before efforts are made to fill it.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Job Analysis

Difficulty Level: Easy

1. Since “service naturals” are rare in the labor pool, effective hospitality organizations place candidates who are outstanding technically but have no service skills into support positions.

Learning Objective: LO 5.1 Explain the importance of staffing for an organization to be able to deliver an exceptional service product.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Find the Service Naturals

Difficulty Level: Easy

29. It is much more important to find guest contact employees with the right abilities and motivation than the non-contact employees.

Learning Objective: LO 5.1 Explain the importance of staffing for an organization to be able to deliver an exceptional service product.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Supporting the Service

Difficulty Level: Easy

30. Service naturals make up 25% of the population of available workforce.

Learning Objective: LO 5.1 Explain the importance of staffing for an organization to be able to deliver an exceptional service product.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Find the Service Naturals

Difficulty Level: Easy

31. Hiring people who have the same attitude, knowledge, abilities, skills, and personality as your top performers is actually a type of benchmarking.

Learning Objective: LO 5.2 Understand why it is critical to study the job before efforts are made to fill it.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Study Your Best Performers

Difficulty Level: Medium

32. Enthusiastic employees make the guest experience more memorable and help keep the organization in the mind of the guests when they leave.

Learning Objective: LO 5.2 Understand why it is critical to study the job before efforts are made to fill it.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Other Key Characteristics for Key Personnel

Difficulty Level: Easy

32. Hiring college students who will accept line positions is difficult because of the large debt incurred while being educated, but those who are committed to the industry will stand out.

Learning Objective: LO 5.3 Describe the process of recruiting employees who will give excellent guest service.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Experience

Difficulty Level: Easy

33. For senior positions, one way to ensure diverse thinking in your organization is to hire away your competitor’s top performing talent.

Learning Objective: LO 5.3 Describe the process of recruiting employees who will give excellent guest service.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: New Ideas and Fresh Perspectives

Difficulty Level: Easy

34. Promoting good customer service employees is smart because they make the best supervisors and finding their replacement is easier.

Learning Objective: LO 5.3 Describe the process of recruiting employees who will give excellent guest service.

Cognitive Domain: Comprehension

AACSB: Difficulties with internal candidates

Answer Location: The Interview

Difficulty Level: Medium

35. It is harder to promote internal candidates when specialized skills are required.

Learning Objective: LO 5.3 Describe the process of recruiting employees who will give excellent guest service.

Cognitive Domain: Knowledge

AACSB: Difficulties with internal candidates

Answer Location: Special Skills and Knowledge

Difficulty Level: Easy

36. Since a lot of time and money is spent hiring the employee, it is best to ask a top-performer to use on-the-job training as the method to introduce them to the culture.

Learning Objective: LO 5.9 Describe the process of on-boarding and why it is important.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: The Fifth Step: Make the New Hire Feel Welcome view

Difficulty Level: Medium

37. High turnover rates with servers means less productivity due to new server’s lack of experience.

Learning Objective: LO 5.10 Discuss why managing turnover is just as important as managing who is hired.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: The Fifth Step: Turnover

Difficulty Level: Easy

Multiple Choice

38. KSAs are

• 1. knowledge, skills, and aptitude
  2. knowing, showing, and applying
  3. knowledge, skills, and abilities
  4. knack, service attitude, and application

Learning Objective: LO 5.2 Understand why it is critical to study the job before efforts are made to fill it.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: The First Step: Study the Job

Difficulty Level: Easy

39. Which employee likely has the most direct influence on the guest’s perception of service quality and value?

1. the general manager
2. the frontline employee
3. the back-of-house employee
4. the owner

Learning Objective: LO 5.1 Explain the importance of staffing for an organization to be able to deliver an exceptional service product.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Serving the Guests

Difficulty Level: Easy

40. Surface acting involves the changing of

1. inner feelings
2. facial expressions
3. service orientation
4. acting with the setting

Learning Objective: LO 5.1 Explain the importance of staffing for an organization to be able to deliver an exceptional service product.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Managing Emotional Labor

Difficulty Level: Easy

41. Deep acting involves the changing of

1. inner feelings
2. facial expressions
3. service orientation
4. the service setting

Learning Objective: LO 5.1 Explain the importance of staffing for an organization to be able to deliver an exceptional service product.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Managing Emotional Labor

Difficulty Level: Easy

42. Which form of emotional labor causes less exhaustion and can enhance an employee’s well-being?

1. surface acting
2. deep acting
3. both forms have equal effect
4. it depends on the employee

Learning Objective: LO 5.1 Explain the importance of staffing for an organization to be able to deliver an exceptional service product.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Managing Emotional Labor

Difficulty Level: Easy

43. Succession plans are used to

1. plan employee careers, including the progression through a number of key positions
2. plan the next step toward achieving the company’s goals
3. lining up the best internal candidates for each managerial position
4. helping managers find new jobs outside the company

Learning Objective: LO 5.4 Recognize internal and external recruitment strategies that organizations use.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Internal Search Strategies

Difficulty Level: Medium

45. Which of the following does the use of a billboard to advertise a job not tend to target?

1. the unemployed
2. those currently working for other companies
3. internal employees
4. the underemployed

Learning Objective: LO 5.4 Recognize internal and external recruitment strategies that organizations use.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Print and Public Advertising

Difficulty Level: Medium

46. Hilton uses focused recruitment in “Operation Opportunity” which hires

1. Retirees and students
2. Veterans and military spouses
3. working moms
4. the unemployed

Learning Objective: LO 5.4 Recognize internal and external recruitment strategies that organizations use.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Focused recruitment efforts

Difficulty Level: Easy

47. The selection decision will come down to which to factors?

1. how choosy the company can be and how well employees’ performance can be predicted
2. how much advertising was done and what the response rate was
3. how pushy the candidate is and how receptive the selection committee is
4. how long the company has been looking for an employee and how long the candidate has been looking for a job

Learning Objective: LO 5.4 Recognize internal and external recruitment strategies that organizations use.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: The Final Applicant Pool

Difficulty Level: Medium

48. Structured interviews ______ the likelihood that interviewers with assess all candidates according to the same criteria.

1. increase
2. decrease
3. do not affect
4. have a slight affect increasing or decreasing

Learning Objective: LO 5.6 Explain the standard approaches and techniques for screening and interviewing job candidates.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: The Interview

Difficulty Level: Easy

49. A properly designed and administered structured interview ensures that the questions are

1. asked of some, but not all candidates
2. job related
3. scored using weighted averages
4. evaluating and employees potential, not their past experience

Learning Objective: LO 5.6 Explain the standard approaches and techniques for screening and interviewing job candidates.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: The Interview

Difficulty Level: Medium

50. Types of psychological tests that can be used during selection process are

1. integrity tests
2. background tests
3. drug tests
4. Referrals

Learning Objective: LO 5.6 Explain the standard approaches and techniques for screening and interviewing job candidates.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Psychological Tests

Difficulty Level: Easy

51. Of the five dimensions of personality, the one that is the most valid predictor of job performance is

1. extroversion
2. emotional stability
3. conscientiousness
4. agreeableness

Learning Objective: LO 5.6 Explain the standard approaches and techniques for screening and interviewing job candidates.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Psychological Tests

Difficulty Level: Easy

52. The process of identifying the required competencies for a job is called the

1. talent profile
2. job description
3. job analysis
4. job assessment

Learning Objective: LO 5.2 Understand why it is critical to study the job before efforts are made to fill it.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: The First Step: Study the Job

Difficulty Level: Easy

53. A recommended first step for identifying the KSAs for a hospitality role is

1. analyze job descriptions for similar roles in other companies
2. survey current employees
3. study the best performers in that role
4. determine most needed skills

Learning Objective: LO 5.2 Understand why it is critical to study the job before efforts are made to fill it.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: The First Step: Study the Job

Difficulty Level: Medium

54. GMA stands for

1. gross mental ability
2. general mental ability
3. general mental aptitude
4. growing mental awareness

Learning Objective: LO 5.6 Explain the standard approaches and techniques for screening and interviewing job candidates.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Psychological Tests

Difficulty Level: Easy

55. The purpose of all the various selection devices is to

1. discourage unmotivated applicants from applying
2. spend as much money as possible on the selection process
3. determine potential criminals
4. help companies hire the kind of employees who can make the company’s service experience truly stand out

Learning Objective: LO 5.7 Understand how and why organizations need to balance all of the information gathered in the selection process to hire the right person.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Hire the Best Applicant

Difficulty Level: Medium

56. On-boarding is

1. getting the new employee started in a new company
2. getting customers involved in the company
3. moving customers through the service experience
4. getting potential hires interested in the company

Learning Objective: LO 5.9 Describe the process of on-boarding and why it is important

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: The Fourth Step: Making the New Hire Feel Welcome

Difficulty Level: Easy

57. The advantage of benchmarking against your own best employees as you hire new people is

1. You can use you best as a template for hiring new people.
2. You can learn what organizations in other industries are doing.
3. It helps develop an employee compensation program.
4. It aids in the design of your organization’s benchmarking system.

Learning Objective: LO 5.2 Understand why it is critical to study the job before efforts are made to fill it.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Study your Performers

Difficulty Level: Medium

58. Hospitality employees are different from manufacturing employees; in addition to task skills, they must have

1. an understanding of basic culinary principles
2. extensive experience
3. a warm personality
4. interpersonal and problem-solving skills

Learning Objective: LO 5.1 Explain the importance of staffing for an organization to be able to deliver an exceptional service product.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Serving the guests

Difficulty Level: Medium

59. Which of these would not be a typical question asked during a structured interview?

1. Have you ever found it necessary to shout at a guest?
2. What can you tell us about yourself?
3. Are you willing to work overtime if we get extra busy?
4. Can you use Microsoft Excel?

Learning Objective: LO 5.6 Explain the standard approaches and techniques for screening and interviewing job candidates.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: The Interview

Difficulty Level: Hard

60. An acceptable reason for seeking external candidates for a job is

1. It promotes external equity.
2. External candidates will usually work for less.
3. The skill set required by the position is not available internally.
4. External candidates provide a healthy challenge to cultural values.

Learning Objective: LO 5.4 Recognize internal and external recruitment strategies that organizations use.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Hiring External Candidates

Difficulty Level: Easy

61. Hospitality organizations like to promote from within for all but which of the following reasons?

1. The internal candidate is a known quantity.
2. Internal hiring leads to feelings of equity among present employees.
3. The internal candidate has assimilated the organizational culture.
4. Internal candidates tend to be service naturals.

Learning Objective: LO 5.4 Recognize internal and external recruitment strategies that organizations use.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: The Known Quantity

Difficulty Level: Medium

62. The first screen typically used in deciding who to hire is

1. an inside employee’s recommendation
2. the information on the application form
3. a police check
4. a preliminary interview

Learning Objective: LO 5.6 Explain the standard approaches and techniques for screening and interviewing job candidates.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: The Application Form

Difficulty Level: Easy

63. Which of the following employees would NOT be considered a customer-contact employee?

• 1. Front desk agent at a hotel
  2. Flight attendant at an airline
  3. Chef at a restaurant
  4. Bus driver with a tour company

Learning Objective: LO 5.1 Explain the importance of staffing for an organization to be able to deliver an exceptional service product.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Serving the Guests

Difficulty Level: Easy

64. All people’s lives at home affect their mood, but when we go to work we must change at least our outward appearance. Managing these feelings is known as

a. surface acting

b. emotional labor

c. deep acting

d. feeling suppression

Learning Objective: LO 5.1 Explain the importance of staffing for an organization to be able to deliver an exceptional service product.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: managing Emotional Labor

Difficulty Level: Easy

65. When hiring employees, most hospitality organizations would say that

a. Attitude is more important than skill.

b. Knowledge is more important than abilities.

c. Abilities is more important than attitude.

d. Skills are more important the abilities.

Learning Objective: LO 5.2 Understand why it is critical to study the job before efforts are made to fill it.

Cognitive Domain: Comprehension

A7ACSB: Systems and processes in organizations

Answer Location: Job Analysis: The Foundation of Human Resources

Difficulty Level: Medium

66. Which of the following is a drawback of creating a competency-based profile?

a. Building profiles is fairly inexpensive.

b. As competencies change so must the profile.

c. Employees are difficult to find to base a profile.

d. It typically takes hiring a human resource consultant to build a quality profile.

Learning Objective: LO 5.2 Understand why it is critical to study the job before efforts are made to fill it.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Develop Target Profiles

Difficulty Level: Medium

67. Promoting internal employees costs ______ hiring external candidates.

a. much less than

b. significantly more than

c. about the same as

d. slightly more than

Learning Objective: LO 5.3 Describe the process of recruiting employees who will give excellent guest service.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Lower Cost

Difficulty Level: Easy

68. Jessica goes into an interview for a waitress job. She gets asked a series of questions about being in certain situations. This type of interview would best be described as

a. behavioral interview

b. situational interview

c. structural interview

d. instructional interview

Learning Objective: LO 5.6 Explain the standard approaches and techniques for screening and interviewing job candidates.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: The Interview

Difficulty Level: Easy

69. Which of the following summarizes the factors involving hiring the best applicant?

a. Do they have the right experience?

b. Does the person have the potential to grow?

c. Is there a good fit between the person and the work environment?

d. Is the person qualified to work at the company?

Learning Objective: LO 5.7 Understand how and why organizations need to balance all of the information gathered in the selection process to hire the right person.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: The Fourth Step: Hire the Best Applicant

Difficulty Level: Medium

70. The process of integrating a new employee into an organization and its culture is called

a. orientation

b. hiring

c. on-boarding

d. on-the-job training

Learning Objective: LO 5.9 Describe the process of on-boarding and why it is important.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: The Fifth Step: Make the New Hire Feel Welcome

Difficulty Level: Medium