HTM/150 HTM150 HTM 150 WEEK 5 MIDTERM EXAM

Who defines the quality and value of the hospitality experience?

The service product

The term servicescape refers to

The service product is

An organization knows it has met guest expectations when

In terms of the chapter’s strategic planning model, the internal audit seeks to identify

Once an organization’s service strategy has been defined, it provides the basis ensuring that the customers’ key drivers are addressed by determining all of the following EXCEPT

A core competency is

A key driver is

Casual dining restaurants are a good example of

Theming the guest experience

Which of the following factors does NOT moderate an individual response to the environment?

Functional congruence in the environment refers to

According to Carl Sewell, signs serve all the following purposes EXCEPT

The most efficient signs in tourist destinations are in

A strong culture allows employees to

Schein suggests that leaders can use all of the following mechanisms to define the strength of an organization’s culture EXCEPT

Mores are

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

An organization’s culture

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

The selection decision will come down to which two factors?

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

Structured interviews _______ the likelihood that interviewers will assess all candidates according to the same criteria.

On-boarding is

Retraining can be useful for all of the following employees EXCEPT those

The way to assess whether training has had a real and lasting effect is by measuring

On which of the following levels does needs assessment NOT take place?

Which of the following is the most typical on-the-job training technique?

Audiovisual training is most cost-effective as a training device when

________ motivates employees to focus their efforts on achieving the organization’s goals.

The goal-setting process MBO stands for

Which of the following is a form of justice regarding employee reactions to how fairly or justly they are treated?

Which of the following financial incentives or rewards are customer determined?

The two desirable organizational outcomes of the goal-setting process are