Answer the following statements true (T) or false (F)
1. Most of the time when service failures occur, the people part of the delivery system has succeeded, but other aspects were unsatisfactory.
2. Hospitality organizations should not admit liability for unfortunate, unavoidable occurrences that are not its fault, but they should do everything in their power to rectify such situations.
3. The main reason for empowering servers to provide on-the-spot service recovery is to keep dissatisfied customers from leaving that way.
4. An evangelist is created by exceeding expectations.
5. No matter how the recovery is handled, the original failure is always more important to the company.
1. False
2. True
3. True
4. True
5. False
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Free cash flow is calculated as net cash provided by operating activities less
a. dividends. b. capital expenditures and depreciation. c. capital expenditures. d. capital expenditures and dividends.
It is better to have data with too coarse a granularity than too fine.
Answer the following statement true (T) or false (F)
The biggest challenge with competence-based pay is
A. encouraging employees to take advantage of it. B. reduction in organizational flexibility. C. loss of productivity. D. developing appropriate measures of skills and competencies.
An increasing number of individuals characterize themselves as multiracial.
Answer the following statement true (T) or false (F)