Professional Documents
Culture Documents
15.A weak service culture results in __________ employees who cannot make
decisions outside the rules and regulations.
16.A strong service culture often means __________ service that does not have
the limitations of a chain of command.
17.The conventional organizational structure is __________. The CEO is at the
peak, followed by the general manager, the department heads, line
employees, and customers.
18.The problem with the conventional organizational structure is that everyone
is trying to please their __________. This takes attention away from the
__________.
19.An advantage of a strong culture is that it prepares employees to handle
__________ __________.
20.Management exhibits confidence in their ability to _____ and _____ employees
by trusting their employees decisions.
21.Hospitality firms are now using technology to serve __________ customer
transactions. In time, employees will be dealing with increasingly non-routine
tasks. Self-confident __________ will take advantage of technology designed to
enhance and hasten guest service.
22.Managers must use the principles of marketing to __________ and _________
employees. They must research and develop and understanding of employee
needs.
23.Marketers can use marketing research techniques to __________ the employee
market. Marketing mix factors include job, pay, benefits, location, and
transportation among others.
24.__________ should be developed with prospective employees in mind, building
a positive image of the firm for present and future __________ and __________.
25.The service product is in part the __________ the employee delivers with the
service experience.
26.Service characteristics like __________ require the employee to display more
initiative, to cope more effectively with stress and to be more interpersonally
__________.
27.Southwest Airlines considers employee training to be a __________ process,
which is why they cross-train their employees on __________ jobs to enrich
every employees work experience.
28.An employees __________ to handle guests requests help form an initial
__________ of a hotel or a restaurant.