Answer the following statements true (T) or false (F)
1. Just like guests having moments of truth where they decide to come back to an establishment, employees have moments of truth where they decide to continue working for managers.
2. Guests are typically very curious about which part of the service system failed when they are not satisfied.
3. Employees make the difference between providing a service product and co-creating one with the emotional connection necessary to create the “wow” experience. Otherwise, more pieces of the experience would be co-created using AI or other technology.
4. The term “guest promise” specifically refers to the advertised promise of service. If the guest does not feel that what they matches is equivalent with what was advertised than the promise was broken. A “guest guarantee” is the term used if the promise is verbal or written.
1. True
2. False
3. True
4. False
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An example of _______ would be when a manager expects employees to perform badly, they probably will, and when the manger expects them to perform well, they probably will.
A. a self-fulfilling prophecy, or the Pygmalion effect, B. the recency effect C. self-serving bias D. stereotyping E. employee engagement
Which theory describes motivation as a function of an individual’s beliefs concerning effort-to-performance relationships, work-outcome relationships, and the desirability of various work outcomes?
A. goal-setting theory B. ERG theory C. two-factor theory D. expectancy theory
Select the statement that represents an erosion of employment at will as a legal doctrine.
A. Federal and state constitutions grant employees rights against the government as their employer. B. Federal and state laws protect employees who blow the whistle on certain illegal or unethical acts committed by their employers. C. Union employees are protected from arbitrary dismissal by their union contracts. D. Civil rights laws protect employees from being fired because of race or sex, for example. E. All of the answers are correct. F. None of the answers are correct.
Which of the following would NOT be an example of March’s notion of adaptive ‘exploitation’
a. Down-sizing b. Self-Managing Work Teams c. Total Quality Management d. Process Re-engineering