ECU HMGT 2170 Chapter 4 Assignment (T/F) – Flashcards
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The way in which the leader designs the organizational systems and procedures does not have an effect on telling people in the organization about what is valued
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False
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culture helps the organization's members know how to relate to the world outside the organization as well as the world inside the organization
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True
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People in open-culture organizations are less responsive to changing customer exceptions and needs
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False
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Only walking around allows hospitality managers to see for themselves that the quality of guest experiences is high
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True
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A large organization with a strong culture will not develop subcultures
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False
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**The organization's service strategy, as described in Chapter 2, must be consistent with the organizational culture if it is to succeed
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True
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Successful hospitality managers do not spend enormous amounts of time and energy on reminding their existing employees of the culture values because the employees have been trained already
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False
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All of these can serve to communicate the organizational culture: laws, language, stories, legends, heroes, symbols, and rituals
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True
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A hospitality organization's norms of appearance and standards of personal grooming both affect guest expectations and are influenced by guest expectations
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True
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Leaders in successful hospitality organizations stress a difference between top management and line-level employees and do not provide easy two-way communications
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False
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The stronger the culture, the less necessary it is to rely on the typical bureaucratic management controls-- policies, procedures, managerial directives-- found in traditional industrial organizations
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True
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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
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False
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Company advertising helps to define an organization's cultural norms for employees
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True
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A thriving and positive organizational culture has an effect on employees, but not usually on customers
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False
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Beliefs, values, and norms are important even though they are not part of the organization's culture
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True
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Even if a hospitality organization is centuries old, its culture is dynamic and constantly changing
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True
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Placing the organization's quality assurance manager near the top of the organization chart can affect the overall organizational culture; so can giving the executive chef a big office
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True
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The most important influence on a successful hospitality organization's culture is the organizational leadership
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True
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If an organization's culture is strong, it becomes another core competency
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True
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Guests play a part in defining and shaping the cultural norms of hospitality organizations
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True
