HFT exam 3 questions with correct
answers graded A+
Which of the following statements are correct about a strong service culture? - correct answer
✔✔it is especially beneficial to firms operating in the service sector since staff can be often left
unsupervised
Which of the following mottos or statements reflect the importance the company places on its
workers: - correct answer ✔✔We are ladies and gentlemen serving ladies and gentlemen
The service-profit chain proposes the following connections: - correct answer ✔✔Internal
service quality improves employee satisfaction which leads to satisfied and loyal customer and
therefore increased revenue and profitability
Organizational culture is an important concept for service organizations because * - correct
answer ✔✔all of the above
Empowering service employees is important because: - correct answer ✔✔employees must be
able to act on the spot to serve customers better
What are the likely indicators of a positive climate for service? * - correct answer ✔✔all of the
above
Which of the following statements are correct about employee engagement? * - correct answer
✔✔a, c, and d only
Which of the following is not true about organizational commitment? * - correct answer
✔✔none of the above
, Emotional dissonance occurs when * - correct answer ✔✔a, b, and d only
Which of the following factors is the ultimate key to a firm s excellence in service: - correct
answer ✔✔a committed workforce
Front line employees in hospitality organizations are required to: * - correct answer ✔✔all of
the above
Which is the most accurate summary of the empowerment equation * - correct answer
✔✔none of the above
Which of the statements below least describes emotional labor - correct answer ✔✔the
tendency to have emotional moments during stressful times at work as long as feelings at
genuine
Which of the statements below is not one of the reasons given as important differences in
managing service employees - correct answer ✔✔it is generally accepted that low skilled
workers are easier to manage
Which of the following is the least important reason for a firm to empower front line
employees: - correct answer ✔✔to reduce the need for managers involved in service delivery
Organizational psychology: * - correct answer ✔✔a and c only
Employee empowerment allows service organizations to: * - correct answer ✔✔all of the above
Which of the following statements are correct about organizational climate? - correct answer
✔✔it is directly linked to positive organizational outcomes
answers graded A+
Which of the following statements are correct about a strong service culture? - correct answer
✔✔it is especially beneficial to firms operating in the service sector since staff can be often left
unsupervised
Which of the following mottos or statements reflect the importance the company places on its
workers: - correct answer ✔✔We are ladies and gentlemen serving ladies and gentlemen
The service-profit chain proposes the following connections: - correct answer ✔✔Internal
service quality improves employee satisfaction which leads to satisfied and loyal customer and
therefore increased revenue and profitability
Organizational culture is an important concept for service organizations because * - correct
answer ✔✔all of the above
Empowering service employees is important because: - correct answer ✔✔employees must be
able to act on the spot to serve customers better
What are the likely indicators of a positive climate for service? * - correct answer ✔✔all of the
above
Which of the following statements are correct about employee engagement? * - correct answer
✔✔a, c, and d only
Which of the following is not true about organizational commitment? * - correct answer
✔✔none of the above
, Emotional dissonance occurs when * - correct answer ✔✔a, b, and d only
Which of the following factors is the ultimate key to a firm s excellence in service: - correct
answer ✔✔a committed workforce
Front line employees in hospitality organizations are required to: * - correct answer ✔✔all of
the above
Which is the most accurate summary of the empowerment equation * - correct answer
✔✔none of the above
Which of the statements below least describes emotional labor - correct answer ✔✔the
tendency to have emotional moments during stressful times at work as long as feelings at
genuine
Which of the statements below is not one of the reasons given as important differences in
managing service employees - correct answer ✔✔it is generally accepted that low skilled
workers are easier to manage
Which of the following is the least important reason for a firm to empower front line
employees: - correct answer ✔✔to reduce the need for managers involved in service delivery
Organizational psychology: * - correct answer ✔✔a and c only
Employee empowerment allows service organizations to: * - correct answer ✔✔all of the above
Which of the following statements are correct about organizational climate? - correct answer
✔✔it is directly linked to positive organizational outcomes
