GSM Ch7 Test Bank Questions & Answers 2024/2025
F - ANSWERST / F : It is easy to motivate all employees because they all have the same needs, expectations, capabilities, and behaviors.
T - ANSWERST / F : The most basic need is survival.
T - ANSWERST / F : The first managerial challenge i...
F - ANSWERST / F : It is easy to motivate all employees because they all have the same needs,
expectations, capabilities, and behaviors.
T - ANSWERST / F : The most basic need is survival.
T - ANSWERST / F : The first managerial challenge in meeting belonging needs is to identify the social
groups employees belong to.
F - ANSWERST / F : The sense of belonging or not belonging has little effect on a well-trained,
professional hospitality employee.
T - ANSWERST / F : A key advantage of non-cash awards is that they often create a lasting memory of the
recognition for the employee that is more cost effective than cash awards.
T - ANSWERST / F : Empowerment is the assignment of decision-making responsibility to an individual or
group.
F - ANSWERST / F : You can anticipate, train, and prepare for every possible problem, outcome, or
customer request.
F - ANSWERST / F : Just as customers define the quality and value of the guest experience, so do
managers define the quality and value of the employment relationship.
T - ANSWERST / F : Every hospitality manager should understand this basic principle: Rewarded behavior
tends to be repeated; unrewarded behavior tends not to be repeated.
, T - ANSWERST / F : Rewarding the wrong behavior and not rewarding the right behavior are both big
mistakes for a manager.
F - ANSWERST / F : A manager who fails to meet an internal customer's expectations does not need to
put forth as much effort to fix the failure as the manager would need to when helping an external guest.
F - ANSWERST / F : Authority is the power that good managers have that causes employees to accept
their orders.
T - ANSWERST / F : Achievement needs can be fulfilled while also satisfying social needs.
F - ANSWERST / F : Money is not a great motivator because all employees need money for the same
purpose.
d. all of the above. - ANSWERSThe employees who interact with dissatisfied guests must be
a. skilled.
b. emotionally ready to deal with them.
c. effective at maintaining their professional poise.
d. all of the above.
d. all of the above - ANSWERSEmpowerment is less appropriate if
a. the business strategy emphasizes high-cost, low-volume operations.
b. the tie to a particular customer is short term.
c. the technology is simple and routine.
d. all of the above
c. positive reinforcement. - ANSWERSRewarding desired behaviors is called
a. helpful rewards.
b. focused recognition.
c. positive reinforcement.
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