Opening Vignette Exercise: This chapter’s opening vignette illustrated how Hilton socializes its new call center reservations and customer care employees. Reread the vignette, and answer the following questions:

a. What are the strengths of Hilton’s socialization program and why?

b. Do you think that it is appropriate for Hilton to hold supervisors accountable for employee retention during the first 90 days? Why or why not?

c. What additional ideas do you have to quickly socialize new employees into a company focused on customer service?