A strong organizational culture is characterized by: Higher levels of employee absenteeism and turnover. A clear set of organizational values that are emphasized, even if not always practiced, by management. Staff that respond to stimuli because of management's clear and non-ambiguous alignment to organizational values. Extensive procedures and bureaucracy, which are used to maintain control over employee behavior. Question 2 3 pts Employee empowerment often leads to increases in: The required oversight of front-line associates. Operating costs. Burnout among front-line employees. Guest satisfaction and loyalty. Question 3 3 pts When a firm's activities, policies, and practices are focused on service quality, the firm is said to have a(n): Strong service climate. Effective service bureaucracy. Weak organizational culture Enabled service environment. The values and norms embedded within an organization is referred to as: Organizational commitment Organizational climate Organizational attitude Organizational culture Question 5 An individual's psychological attachment to their employer is referred to as: Organizational culture Organizational commitment Organizational attitude Organizational climate Question 6 3 pts The successful delivery of hospitality services: Requires minimal emphasis on the human resource component. Is highly dependent upon the effective management of the firm's human resources. Requires exceptional facilities, requiring management to emphasize facility maintenance over the effective management of human resources. Generates marginal profit levels, requiring an emphasis is placed on controlling costs over optimizing internal service quality. The design of formal systems and continual proactive measures to ensure the effective and efficient use of the firm's people to achieve organizational goals is the definition of: Organizational behavior Human resource management Psychology Organizational psychology Question 9 3 pts When hiring hospitality industry employees, the emphasis must be placed upon: Scheduling availability Technical skills Experience Personality, energy, and attitude Question 10 3 pts Employee empowerment is characterized by each of the following EXCEPT: Employees being permitted to "break the rules" to ensure guest satisfaction. A non-bureaucratic, employee oriented organizational culture. A culture that allows employees to read specific situations with guests. Pigid policies, structures, and systems that are to be followed without exception to ensure guest satisfaction
