GSM Final Exam Review Questions & Answers 2024/2025
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Module
GSM
Institution
GSM
GSM Final Exam Review Questions & Answers 2024/2025
A set of values, beliefs, and norms that members of an organization share is called _________. - ANSWERSOrganizational culture
_____________ provide employees with a sense of desirable and undesirable behaviors in an organization. - ANSWER...
GSM Final Exam Review Questions &
Answers 2024/2025
A set of values, beliefs, and norms that members of an organization share is called _________. -
ANSWERSOrganizational culture
_____________ provide employees with a sense of desirable and undesirable behaviors in an
organization. - ANSWERSValues
Informally, new employees learn about their organization's culture through social interactions with their
supervisor, coworkers, and customers. T/F - ANSWERSTrue
Subcultures within an organization are not necessarily detrimental as long as _______________. -
ANSWERSThey are mainly consistent with overall cultural values
The interviewer asks applicants specific knowledge questions regarding job content to assess
__________. - ANSWERSWork Competency
All of the following are the advantages of internal recruiting except for ___________. - ANSWERSNew
perspectives and different industry insight
Development is typically focused on getting people ready for the future and making efforts to improve
employees' ability to handle a variety of assignments.
T/F - ANSWERSTrue
The use of each employee's performance appraisal is an example of ____________in training needs
assessment. - ANSWERSIndividual level
Which of the following methods is least informative in terms of measuring training effectiveness? -
ANSWERSAsking participants' feedback after the training sessions
, According to the article "Weeding out the Wackos," interviewers may NOT ask the following questions
(select all that are true). - ANSWERSWhat are your child care arrangements?
Have you missed work because of an illness?
When did you graduate from college?
What is your native language?
Which emotional regulation method is likely to increase job stress and burnout of employees? -
ANSWERSSuppression
Mr. Marriott Jr. described his business philosophy as "taking care of employees, they will take care of
customers, and the customers will return." It describes the concept of _____________. -
ANSWERSService - Profit Chain
The production-approach is appropriate for service organizations that focus on efficient, low-cost, high-
volume service operations. T/F - ANSWERSTrue
Which type of line appears long and congested but is perceived fair by the customers? -
ANSWERSMultichannel, single-phase
The purpose of perceived wait management is to reduce the length of the waiting line and time. T/F -
ANSWERSFalse
According to the article "Designing Waits that Work", the author provides useful insights for service
managers to manage customer waits. Which of the following is not suggested? - ANSWERSFocusing on
the middle of the service experience to manage guests' memory
Which of the following is NOT a benefit of offering a service guarantee? - ANSWERSService are intangible
Knowledge and courtesy of employees and their ability to inspire trust and confidence. -
ANSWERSAssurance
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