Empowerment is a management approach which involves:
A. concentrating the power to make decision in the hands of top management.
B. giving subordinates substantial authority to make decisions.
C. subcontracting work to an outside company.
D. giving managers the power to fire their subordinates without a valid reason.
Answer: B
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Although hospitality organizations are reluctant to do so, firing guests may become necessary when ______.
a. They demand too much personalized service. b. The guest experience is beyond their information-processing capabilities. c. They endanger employees. d. They complain about the selection of items.
Style is the cause and ___________ is the effect
a. readability b. concision c. tone d. credibility
Compound questions, such as "Do you read books and magazines?"
Code of ethics:
a. should not include guidelines for day-to-day activities. b. should exclusively include laws and regulations set by government agencies. c. should not be too detailed. d. should not be designed to guide decision making.