HFT 2500 ch. 10 – Flashcards
Unlock all answers in this set
Unlock answersquestion
Training employees to do two or more jobs within the organization is called:
answer
cross training
question
T/F There is no relationship between guest satisfaction levels and employee turnover levels
answer
False
question
Service organizations need to hire for __________ and train for ________
answer
attitudes, skills
question
T/F The issue of nonroutine transactions will become increasingly more important.
answer
True
question
T/F In the hospitality industry, most marketing activity is carried out by employees within the marketing department.
answer
False
question
Full-service restaurants have an employee turnover rate of _________ percent for hourly employees.
answer
88%
question
An internal customer for an organization is:
answer
Employees
question
T/F One major barrier to internal marketing is middle management.
answer
True
question
When the employees of an organization have the necessary authority to take care of a customer's needs or resolve any problem, this is an example of:
answer
Empowerment
question
A pattern of shared values and beliefs that gives members of an organization meaning, providing them with the rules for behavior in the organization, is called:
answer
Organization culture
question
T/F When management empowers employees, responsibility to make decisions moves to the employees.
answer
True
question
T/F As a rule, today's restaurant management rewards employees on the basis of customer satisfaction levels.
answer
True
question
A moment of truth occurs when employees and _________ have contact.
answer
customer
question
Marketing by a service firm to effectively train and motivate its customer-contact employees and all the supporting service people to work as a team to provide customer satisfaction is called:
answer
Internal marketing
question
When a company has a service culture, the organizational chart is ___________
answer
turned upside down
question
In firms that have ________ cultures, there are few or no common values and norms.
answer
Weak
question
An internal marketing program requires a strong commitment from ________
answer
management
