FSU HFT 4224 Hospitality Leadership and
Ethics Exam 2 UPDATED ACTUAL Exam
Questions and CORRECT Answers
Stakeholder Integration - CORRECT ANSWER - Conscious businesses treat satisfying the
needs of all stakeholders as an ends itself, where most businesses focus on satisfying
shareholders as the means to profit maximization
Zero Sum Thinking - CORRECT ANSWER - the idea that if somebody wins, somebody
else has to lose; has no place in a conscious business
Trade-Offs - CORRECT ANSWER - Alternatives that must be given up when one is
chosen rather than another
Purpose Of Business - CORRECT ANSWER - revolves around creating value for the
customer
Business Responsibility to Customers - CORRECT ANSWER - Educating customers is
not the same as preaching to them; If the business sees a need that customers don't recognize, it's
the company's responsibility to educate the customers
Heroic Selling - CORRECT ANSWER - sticking entirely with what the customer truly
wants and needs, and doing something that's good for the customer and good for the company
Relationship between customers and team members - CORRECT ANSWER - happy team
members = happy customers; team members provide quality service and create a rich customer
experience
The Man in the Desert Analogy - CORRECT ANSWER - Marketing example; used to
illustrate the difference between meeting the immediate needs of a customer and meeting their
wants and providing them with services making them want to return
, Brand Evangelists - CORRECT ANSWER - Customers who are impacted by a brand and
who urge others and pull others into purchasing a product
Extrinsic Motivation - CORRECT ANSWER - carrot-and stick approach to motivation of
incentives and threats; only effective when the work lacks meaning and potential creativity
Intrinsic Motivation - CORRECT ANSWER - comprised of mastery, purpose, and
autonomy; comes from a company hiring the right people who line up with the company's higher
purpose
Conscious Business Hiring - CORRECT ANSWER - conscious businesses take great care
in the initial hiring of employees; need to hire people who are a good fit and believe in the
purpose of the company
Work Teams - CORRECT ANSWER - working in teams creates familiarity and trust, and
helps build an environment of cooperation and teamwork in a company
Internal Equity - CORRECT ANSWER - where the compensation is perceived internally
to be fair
External Equity - CORRECT ANSWER - where the compensation for any particular
position is competitive with the external market
Benefits - CORRECT ANSWER - need to take in the views of the employees; should be
made universal, from the Top Management Team to the bottom line
Reverse Engineering to Profit - CORRECT ANSWER - loyalty drives profitability;
satisfaction drives loyalty; strong external services drives satisfaction
Ethics Exam 2 UPDATED ACTUAL Exam
Questions and CORRECT Answers
Stakeholder Integration - CORRECT ANSWER - Conscious businesses treat satisfying the
needs of all stakeholders as an ends itself, where most businesses focus on satisfying
shareholders as the means to profit maximization
Zero Sum Thinking - CORRECT ANSWER - the idea that if somebody wins, somebody
else has to lose; has no place in a conscious business
Trade-Offs - CORRECT ANSWER - Alternatives that must be given up when one is
chosen rather than another
Purpose Of Business - CORRECT ANSWER - revolves around creating value for the
customer
Business Responsibility to Customers - CORRECT ANSWER - Educating customers is
not the same as preaching to them; If the business sees a need that customers don't recognize, it's
the company's responsibility to educate the customers
Heroic Selling - CORRECT ANSWER - sticking entirely with what the customer truly
wants and needs, and doing something that's good for the customer and good for the company
Relationship between customers and team members - CORRECT ANSWER - happy team
members = happy customers; team members provide quality service and create a rich customer
experience
The Man in the Desert Analogy - CORRECT ANSWER - Marketing example; used to
illustrate the difference between meeting the immediate needs of a customer and meeting their
wants and providing them with services making them want to return
, Brand Evangelists - CORRECT ANSWER - Customers who are impacted by a brand and
who urge others and pull others into purchasing a product
Extrinsic Motivation - CORRECT ANSWER - carrot-and stick approach to motivation of
incentives and threats; only effective when the work lacks meaning and potential creativity
Intrinsic Motivation - CORRECT ANSWER - comprised of mastery, purpose, and
autonomy; comes from a company hiring the right people who line up with the company's higher
purpose
Conscious Business Hiring - CORRECT ANSWER - conscious businesses take great care
in the initial hiring of employees; need to hire people who are a good fit and believe in the
purpose of the company
Work Teams - CORRECT ANSWER - working in teams creates familiarity and trust, and
helps build an environment of cooperation and teamwork in a company
Internal Equity - CORRECT ANSWER - where the compensation is perceived internally
to be fair
External Equity - CORRECT ANSWER - where the compensation for any particular
position is competitive with the external market
Benefits - CORRECT ANSWER - need to take in the views of the employees; should be
made universal, from the Top Management Team to the bottom line
Reverse Engineering to Profit - CORRECT ANSWER - loyalty drives profitability;
satisfaction drives loyalty; strong external services drives satisfaction
