Test Bank Docx + Developing The Hospitality Culture + Ch4

CHAPTER 4: Developing the Hospitality Culture: Everyone Serves!

Testbank

True/False

1. The stronger the culture, the less reliant the organization needs to be on bureaucratic management controls found in traditional industrial organizations.

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: Management by Culture

Difficulty Level: Easy

1. If an organization’s culture is strong, it becomes another core competency.

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: re as a Competency

Difficulty Level: Easy

1. When any manager ignores an employee action that impacts the “show” or guest experience, this does not affect other employees.

Learning Objective: LO 4.1 State why the organization’s leaders are so important to defining, developing, teaching, and maintaining its culture through their words and actions.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: The Importance of the Leaders

Difficulty Level: Easy

1. Once employees have been trained, hospitality managers need not spend time and energy on reminding their existing employees of the cultural values.

Learning Objective: LO 4.1 State why the organization’s leaders are so important to defining, developing, teaching, and maintaining its culture through their words and actions.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: Culture and Reputation

Difficulty Level: Easy

1. People in open-culture organizations need more time to adapt to changes in customer expectations.

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Culture and the Outside World

Difficulty Level: Medium

1. People in closed-culture organizations respond better to customer needs.

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Culture and the Outside World

Difficulty Level: Easy

1. Folkways are the habitual ways in which organizational members act or think, without reflecting on them.

Learning Objective: LO 4.3 Discuss the essential roles the organization’s beliefs, values, and norms play.

Cognitive Domain: Knowledge

AACSB: Group and individual behaviors

Answer Location: Folkways and Mores

Difficulty Level: Easy

1. Leaders in successful hospitality organizations stress a difference between top management and line-level employees and do not provide easy two-way communications.

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Comprehension

AACSB: Group and individual behaviors

Answer Location: Leaders Teach the Culture

Difficulty Level: Medium

1. Only walking around allows hospitality managers to see whether the quality of guest experiences is up to standard.

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Knowledge

AACSB: Group and individual behaviors

Answer Location: Setting the Example

Difficulty Level: Easy

1. The way in which the leader designs the organizational systems and procedures tells people in the organization what is valued.

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organization

Answer Location: Culture and the Organization Chart

Difficulty Level: Easy

1. The most important influence on a successful hospitality organization’s culture is the front-line employees.

Learning Objective: LO 4.1 State why the organization’s leaders are so important to defining, developing, teaching, and maintaining its culture through their words and actions.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: The Importance of the Leaders

Difficulty Level: Easy

1. Culture is dynamic and constantly changing, unless an organization is centuries old.

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: Culture Defined

Difficulty Level: Easy

1. Giving the executive chef a big office can affect the overall organizational culture.

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Culture and the Organizational Chart

Difficulty Level: Medium

1. If an organization’s leadership is totally and publicly committed to a strategy of service excellence, then service is going to be excellent regardless of what kind of culture the organization has.

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Culture as a Competency

Difficulty Level: Medium

1. An organization’s strategy cannot succeed without a supporting culture.

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: The Importance of Culture

Difficulty Level: Easy

1. If a hospitality organization’s culture is strong enough, guests will not be able to affect its cultural norms.

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Comprehension

AACSB: Group and individual behaviors

Answer Location: Guests Teach the Culture

Difficulty Level: Medium

1. Managers must ensure their organizational culture is not affected by the national culture in which their organization is embedded.

Learning Objective: LO 4.4 Describe how the external world influences the internal culture.

Cognitive Domain: Comprehension

AACSB: Contexts of organizations in a global society

Answer Location: Subcultures of Nations

Difficulty Level: Medium

1. Culture helps the organization’s members know how to relate to the world outside the organization as well as the world inside the organization.

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: Culture and the Outside World

Difficulty Level: Easy

1. All Disney World employees are called cast members; this would be an example of communicating the culture by symbols.

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Language

Difficulty Level: Easy

1. The expression “culture fills the gaps” means that culture gives guidance to employees in situations not covered by rules, procedures, and training.

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: Culture Fills the Gaps

Difficulty Level: Easy

1. All these can serve to communicate the organizational culture: laws, language, stories, legends, heroes, symbols, and rituals.

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: Communicating the Culture

Difficulty Level: Easy

1. Architectural design choices have little impact on organizational culture.

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organization

Answer Location: Culture and Physical Space

Difficulty Level: Easy

1. Company advertising helps define an organization’s cultural norms for employees.

Learning Objective: LO 4.3 Discuss the essential roles the organization’s beliefs, values, and norms play.

Cognitive Domain: Knowledge

AACSB: Group and individual behaviors

Answer Location: Norms in Advertising

Difficulty Level: Easy

1. A hospitality organization’s norms of appearance and standards of personal grooming are influenced by guest expectations.

Learning Objective: LO 4.3 Discuss the essential roles the organization’s beliefs, values, and norms play.

Cognitive Domain: Knowledge

AACSB: Group and individual behaviors

Answer Location: Norms of Appearance

Difficulty Level: Easy

1. A thriving and positive organizational culture impacts employees more than customers.

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: Culture as a Competitive Advantage

Difficulty Level: Easy

1. A large organization with a strong culture is immune to developing subcultures.

Learning Objective: LO 4.4 Describe how the external world influences the internal culture.

Cognitive Domain: Comprehension

AACSB: Group and individual behaviors

Answer Location: Subcultures

Difficulty Level: Medium

1. Beliefs, values, and norms are important even though they are not part of the organization’s culture.

Learning Objective: LO 4.3 Discuss the essential roles the organization’s beliefs, values, and norms play.

Cognitive Domain: Comprehension

AACSB: Group and individual behaviors

Answer Location: Beliefs, Values, and Norms

Difficulty Level: Medium

1. A strong culture can even serve as a substitute for such management controls as policies, procedures, and managerial directives.

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Management by Culture

Difficulty Level: Medium

29. A norm is a subtle but spoken standard of behavior that defines how employees should act toward guests.

Learning Objective: LO 4.3 Discuss the essential roles the organization’s beliefs, values, and norms play.

Cognitive Domain: Knowledge

AACSB: Group and individual behaviors

Answer Location: Norms

Difficulty Level: Easy

30. It is against the law to discriminate against someone based on their looks thus norms of appearance are not enforceable.

Learning Objective: LO 4.3 Discuss the essential roles the organization’s beliefs, values, and norms play.

Cognitive Domain: Knowledge

AACSB: Group and individual behaviors

Answer Location: Norms of Appearance

Difficulty Level: Easy

31. Folkways and mores can be the basis of an organization’s code of ethics and accepted behaviors.

Learning Objective: LO 4.3 Discuss the essential roles the organization’s beliefs, values, and norms play.

Cognitive Domain: Knowledge

AACSB: Group and individual behaviors

Answer Location: Folkways and Mores

Difficulty Level: Easy

32. A nation’s cultural beliefs affect company culture when the two are in conflict. For example, the American custom of working through lunch would not be tolerated in Europe.

Learning Objective: LO 4.4 Describe how the external world influences the internal culture.

Cognitive Domain: Comprehension

AACSB: Contexts of organizations in a global society

Answer Location: Subcultures of Nations

Difficulty Level: Easy

33. It is much easier to listen to and connect to a story than sit in a formal classroom training on employee culture.

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Stories, Legends, and Heroes

Difficulty Level: Hard

34. A symbol is a physical object that communicates an unspoken message about an organization’s culture.

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Symbols

Difficulty Level: Easy

35. Management by walking around and a commitment to cleanliness by managers not afraid to clean is a great example to employees about their willingness to ensure quality service, thus setting the example for a strong organizational culture.

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Comprehension

AACSB: Group and individual behaviors

Answer Location: Setting the Example

Difficulty Level: Easy

36. Placing the quality assurance function in the hands of a line-level employee is more appropriate than management because they are on the front line of service.

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Comprehension

AACSB: Group and individual behaviors

Answer Location: Culture and the Organizational Chart

Difficulty Level: Medium

37. Leaders must care about what they do, say, and write to ensure the messages they send are what is intended and explicit.

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Culture and Leadership Skills

Difficulty Level: Easy

Multiple Choice

38. What role do supervisors and mid-level managers generally take in shaping organizational culture?

• 1. They are central to defining their own unit’s culture.
  2. They translate and uphold the top manager’s cultural values and beliefs.
  3. They empower their staff to consistently improve the culture.
  4. They look to outside influences to shape culture

Learning Objective: LO 4.1 State why the organization’s leaders are so important to defining, developing, teaching, and maintaining its culture through their words and actions.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: The Importance of Leaders

Difficulty Level: Medium

39. Which of the following statements is inaccurate in defining culture?

1. Culture is a way of behaving, thinking, and acting that is learned and shared by the organization’s members.
2. Culture is “the way we do things around here.”
3. No culture is static and immovable.
4. No culture can be easily copied by others.

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Defining Culture

Difficulty Level: Medium

40. The likelihood of employees doing whatever they can to create and sustain service excellence is increased by

1. the stronger the link between the organizational culture and its country of origin’s culture
2. the more members believe in it
3. the more homogenous its members’ beliefs are
4. the more homogenous its members’ values are

Learning Objective: LO 4.1 State why the organization’s leaders are so important to defining, developing, teaching, and maintaining its culture through their words and actions.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: Culture and Reputation

Difficulty Level: Easy

41. Culture helps an organization’s members deal with which issue that all organizations must resolve?

1. how world cultures are important
2. how the organization’s members should relate to one another
3. how values create connectivity in culture
4. how revenue can be produced by strong culture

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Culture and the Outside World

Difficulty Level: Medium

42. Relating to the outside world refers to how members of the organization

1. interact or interrelate with each other to accomplish their collective mission
2. are supposed to respond to external events
3. should use assumptions on marking decisions about the things they control
4. effectively make use of social media

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Culture and the Internal Organization: X and Y

Difficulty Level: Medium

43. The stronger the culture, the more it can

1. serve as a management control
2. influence employee and guest behavior
3. encourage guest co-production
4. enhance revenue

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Management by Culture

Difficulty Level: Medium

44. ______ are standards of behavior that define how people are expected to act while part of the organization.

1. Values
2. Norms
3. Ethics
4. Beliefs

Learning Objective: LO 4.3 Discuss the essential roles the organization’s beliefs, values, and norms play.

Cognitive Domain: Knowledge

AACSB: Group and individual behaviors

Answer Location: Beliefs, Values and Norms

Difficulty Level: Easy

45. ______ define the relationships between causes and effects for the members of an organization.

1. Values
2. Norms
3. Ethics
4. Beliefs

Learning Objective: LO 4.3 Discuss the essential roles the organization’s beliefs, values, and norms play.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: (Beliefs, Values and Norms

Difficulty Level: Easy

46. Folkways and mores are examples of

1. Values
2. Norms
3. Ethics
4. Beliefs

Learning Objective: LO 4.3 Discuss the essential roles the organization’s beliefs, values, and norms play.

Cognitive Domain: Knowledge

AACSB: Group and individual behaviors

Answer Location: Beliefs, Values and Norms

Difficulty Level: Easy

47. ______ are preferences for certain behaviors or outcomes over others.

1. Values
2. Norms
3. Ethics
4. Beliefs

Learning Objective: LO 4.3 Discuss the essential roles the organization’s beliefs, values, and norms play.

Cognitive Domain: Knowledge

AACSB: Group and individual behaviors

Answer Location: Beliefs, Values and Norms

Difficulty Level: Easy

48. ______ are folkways that go beyond being polite.

1. Customs
2. Mores
3. Biases
4. Beliefs

Learning Objective: LO 4.3 Discuss the essential roles the organization’s beliefs, values, and norms play.

Cognitive Domain: Knowledge

AACSB: Group and individual behaviors

Answer Location: Folkways and Mores

Difficulty Level: Easy

49. Guests who ______ become potent assistants to the managers in monitoring, reinforcing, and shaping employee behavior.

1. lecture employees who do things wrong
2. are passive when there is a problem
3. make their expectations plain
4. express complex problems

Learning Objective: LO 4.3 Discuss the essential roles the organization’s beliefs, values, and norms play.

Cognitive Domain: Comprehension

AACSB: Group and individual behaviors

Answer Location: Norms

Difficulty Level: Medium

50. Another way of transmitting cultural beliefs, values, and norms are

1. Rumors and gossip
2. Hopes and dreams
3. Stories, legends, and heroes
4. Heroes, failures and tales

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: Stories, Legends and Heroes

Difficulty Level: Easy

51. Leaders in effective hospitality organizations use ______ to recognize and reward the behaviors the culture values.

1. variable compensation
2. Validation
3. Rituals
4. Prizes

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Leaders Teach the Culture

Difficulty Level: Medium

52. ______ in enacting various cultural mechanisms is important as a powerful reinforcer of the culture.

1. Integrity
2. Persistence
3. Conviction
4. Consistency

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organization

Answer Location: Culture and Leadership Skills

Difficulty Level: Medium

53. Which of the following best exemplifies a folkway?

1. the “ten foot rule” requiring hotel employees to make eye contact and smile at guests within ten feet
2. Ritz-Carlton employees being referred to as “ladies and gentlemen serving ladies and gentlemen”
3. concierges learning multiple languages to serve international guests
4. front desk clerks always referring to guests by their last name

Learning Objective: LO 4.3 Discuss the essential roles the organization’s beliefs, values, and norms play.

Cognitive Domain: Analysis

AACSB: Group and individual behaviors

Answer Location: Folkways and Mores

Difficulty Level: Hard

54. How can “heroes” help reinforce organizational culture?

1. They exemplify organizational best practices that others should emulate.
2. They reward good behavior and discourage bad behavior in their peers.
3. Their behavior elevates the culture to a core competency.
4. They police bad employees and serve as whistle blowers.

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Stories, Legends, and Heroes

Difficulty Level: Medium

55. The most important influence on any organizational culture is

1. the behavior of the organization’s leader
2. the cultural values of the behind-the-scenes employees
3. what the guest expects
4. managerial instructions to employees

Learning Objective: LO 4.1 State why the organization’s leaders are so important to defining, developing, teaching, and maintaining its culture through their words and actions.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: The Importance of Leaders

Difficulty Level: Easy

56. A strong culture allows employees to

1. fix the ambient conditions without managerial guidance
2. respond better to the variability in guest expectations
3. process more information in a shorter time
4. find greater happiness in their job situations

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Management by Culture

Difficulty Level: Medium

57. Changing a culture often needs

1. new slogans
2. change in leadership
3. a culture committee
4. changing employees

Learning Objective: LO 4.6 Describe how the organization can accomplish the difficult task of changing its culture, if that becomes necessary.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: Changing the Culture

Difficulty Level: Easy

58. Which management expert created the X and Y Theory?

1. Max Weber
2. Edgar Schein
3. Douglas McGregor
4. Scott Gross

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: Culture and the Internal Organization

Difficulty Level: Easy

59. Theory X managers assume

1. People are motivated solely by extrinsic rewards.
2. People are motivated by both extrinsic and intrinsic rewards.
3. People do not need careful direct supervision.
4. People are motivated by emotion.

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: Culture and the Internal Organization

Difficulty Level: Easy

60. The “gaps” in the statement “Culture fills the gaps” refer to gaps in

1. the company manual or rulebook
2. managerial behavior
3. the mission and vision statement
4. service to customers

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: Culture Fills the Gaps

Difficulty Level: Easy

61. Organizations that rely more on part-time workers or temporary contractors are ______ to subculture formation.

1. more susceptible
2. less susceptible
3. resistant
4. welcoming

Learning Objective: LO 4.4 Describe how the external world influences the internal culture.

Cognitive Domain: Knowledge

AACSB: Group and individual behaviors

Answer Location: Subcultures

Difficulty Level: Easy

62. ______ is key to aligning subcultures with core company values.

1. Monitoring
2. Communication
3. Repetition
4. Positive reinforcement

Learning Objective: LO 4.4 Describe how the external world influences the internal culture.

Cognitive Domain: Knowledge

AACSB: Group and individual behaviors

Answer Location: Subcultures

Difficulty Level: Easy

63. Culture helps the organization members deal with two issues that all organizations must resolve. These are

1. how organization members should relate to one another and to the world outside
2. how to identify guest key drivers and employee expectations
3. how to improve the guest-service product and environment
4. how to process more information and meet managerial expectations

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Culture and the Outside World

Difficulty Level: Medium

64. Schein suggests that leaders can use all but which of the following mechanisms to define the strength of an organization’s culture?

1. what leaders pay attention to, measure, and control
2. how leaders react to critical incidents and organization crises
3. what strategies the organization uses to process cultural information
4. what criteria are used to reward employees

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Leaders Teach the Culture

Difficulty Level: Medium

65. Why is culture more crucial to hospitality organizations than manufacturing organizations?

1. Because the hospitality industry encounters unusual circumstances more frequently.
2. Because the hospitality industry has higher turnover rates.
3. Because hospitality organizations deal with tangible products.
4. It is not more important to hospitality organizations.

Learning Objective: LO 4.4 Describe how the external world influences the internal culture.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Learning the Culture, Learning from the Culture

Difficulty Level: Medium

66. A professional group cited in the chapter for having strong cultural values is

1. restaurant greeters
2. chefs
3. hotel managers
4. concierges

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Knowledge

AACSB: Social responsibility

Answer Location: An Example: The Chef

Difficulty Level: Easy

67. An organization’s culture can serve as a competitive advantage if

1. It is popular, it defines the brand, and it cannot be easily influenced by others.
2. It is unique, it defines the brand, and it cannot be easily influenced by others.
3. It is popular, it has value to its members, and it cannot be easily copied by others.
4. It is unique, it has value to its members, and it cannot be easily copied by others.

Learning Objective: LO 4.2 Relate a hospitality organization’s culture to service success.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Culture as a Competitive Advantage

Difficulty Level: Hard

68. Bill Marriott Sr. reportedly fired an employee on the spot for insulting a guest. When this story got around the organization, employees quickly learned that Marriott did not tolerate disrespect toward guests. This did NOT demonstrate the influence of ______ on an organization’s culture.

1. leadership skills
2. stories and legends
3. laws
4. norms

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organization

Answer Location: Culture and Leadership Skills

Difficulty Level: Hard

69. Which of the following would not be considered a ritual?

• 1. end of year employee awards banquet
  2. review of standards of behavior
  3. interview with the president prior to hiring
  4. onboarding and training program

Learning Objective: LO 4.5 Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

Cognitive Domain: Comprehension

AACSB: Social responsibility

Answer Location: Rituals

Difficulty Level: Medium