Answer the following statements true (T) or false (F)
1. Body language often serves as a method to detect guest satisfaction with a service experience. If the employee can read the dissatisfaction, they can put into place a service recovery plan before the guest finishes the experience and leaves unhappy.
2. The complaint process should be complex and possibly a little difficult to use because there are different types of justice people seek and even more types of service failures that could occur, and each is perceived differently by guests.
3. When guests make mistakes themselves like trip over their own feet and fall, it is best to make light of the incident and have a good laugh with them to diffuse the situation.
4. Simply put, service failures are an opportunity for the organization to improve.
1. True
2. False
3. False
4. True
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[APPENDIX] Which of the following is true concerning a sole proprietorship?
a. It is a separate legal entity. b. It may have more than one class of stock outstanding. c. It is owned by one or more persons. d. The separate entity concept applies.
The knowledge competency in the skills model is most similar to ______.
A. self-confidence in trait approach B. Katz’s conceptual skill C. Katz’s technical skill D. determination in the trait approach
A mission statement serves as a ________
A) statement of the organization's net profits B) plan for short-term sustainability C) statement of the organization's purpose D) statement of the organization's current liabilities E) reward plan for the organization's highly-skilled employees
Which of the following reflect(s) the degree to which employees feel that their company does business with fairness, honesty, and integrity?
A. team processes B. personality and ability C. motivation D. job satisfaction E. trust, justice, and ethics