Guests who ______ become potent assistants to the managers in monitoring, reinforcing, and shaping employee behavior.
a. lecture employees who do things wrong
b. are passive when there is a problem
c. make their expectations plain
d. express complex problems
c. make their expectations plain
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A particular challenge of the hospitality industry is ______.
a. teaching people how to perform repetitive jobs with consistent quality and enthusiasm b. developing an appropriate career development program for vice presidents c. supplying a benefits package that suits both managers and frontline employees d. paying employees properly and promptly, even if revenues are variable
A product line is most likely too long if managers can ________
A) decrease costs by adding items B) increase market share by adding items C) increase profits by dropping items D) decrease costs by dropping items E) increase profits by adding items
The text uses the example of the Volkswagen (VW) emissions scandal to illustrate what point?
a. Companies can commit unethical actions while trying to act ethically. b. Legal protection can shield upper management from the costs of unethical behavior. c. Companies can seriously underestimate the costs of unethical behavior. d. Companies can sometimes commit major ethical violations and not suffer a loss of reputation.
What is the GLOBE study and what are its distinguishing features?
What will be an ideal response?