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Developing the Hospitality Culture MCQ

What brand was known for firing an employee on the spot for insulting a guest and showed all other chains what their values were when it came to guest services?

Hilton

Hyatt

Marriott

Holiday Inn

Answer

Correct Answer: Marriott

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Which term is used to describe “a symbolic act performed to gain and maintain membership”?

Symbol

Play

Ritual

Entertainment for guests

Answer

Correct Answer: Ritual

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Which of the following is NOT a norm that the company Disney follows?

A team member cannot be seen out of costume.

Costumes can be transported around the park in large clear plastic bags.

A cast member is not allowed to go in certain parts of the park depending on what character they are.

A cast member cannot speak in their own voice while in costume.

Answer

Correct Answer: Costumes can be transported around the park in large clear plastic bags.

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What is a subculture?

A group of part-time or temporary employees

A smaller group within a larger group that has similar values

A cross-functional team engaged to evaluate a specific process or procedure

A group of customers, all the same age

Answer

Correct Answer: A smaller group within a larger group that has similar values

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Which of the following term best describes an habitual way organizational members act or think?

Folkways

Culture

Rituals

Answer

Correct Answer: Folkways

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Which term defines “a standard of behaviors”?

Standards

Expectations

Norms

Values

Answer

Correct Answer: Norms

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What term is best used for “preferences for certain ideas, behaviors, and outcomes over others”?

Beliefs

Strategic marketing

Norms

Values

Answer

Correct Answer: Values

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What is NOT an example of a norm in a traditional restaurant setting?

The wait staff immediately knowing your party’s names

Friendly staff

Reasonably priced

Cleanliness

Answer

Correct Answer: The wait staff immediately knowing your party’s names

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What term is best used for “a body of ideas believed to be or accepted as true”?

Norm

Niche

Values

Beliefs

Answer

Correct Answer: Beliefs

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What do Theory X managers assume about employee motivation to work?

Employees will work to their best ability

Employees will solely be motivated by extrinsic rewards

Employees will solely be motivated by intrinsic rewards

Employees will not be motivated

Answer

Correct Answer: Employees will solely be motivated by extrinsic rewards

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What best describes Theory Y managers and what they assume about their employees?

Are lazy

Will do just the bare minimum

Are overachievers

Intend on doing a good job

Answer

Correct Answer: Intend on doing a good job

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When is culture a competitive advantage?

Has value to its members, is unique, cannot be easily copied

Appeals to everyone and is familiar

Is always as expected

It forces people of out their comfort zone

Answer

Correct Answer: Has value to its members, is unique, cannot be easily copied

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Which of the following terms best describes a way of behaving, thinking, and acting that is learned and shared by the organization’s members?

Niche market

Competitive advantage

Environment

Organizational culture

Answer

Correct Answer: Organizational culture

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What does a company’s culture do?

Drives its reputation

Drives its competition

Drives revenue up

Drives revenue down

Answer

Correct Answer: Drives its reputation

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What is the most important influence on any organizational culture?

Behavior of CEO

Behavior of employees

Behavior of organizational leaders

Revenue of company

Answer

Correct Answer: Behavior of organizational leaders

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Values used and promulgated within organizations to define for members ,what is right and wrong, preferred and not preferred.

True

False

Answer

Correct Answer: True

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A physical object that has organizational significance or communicates an unspoken message is known as _______ .

Membersh

Identity

Symbol

None of these

Answer

Correct Answer: Symbol

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Ritual is a symbolic act performed to gain and maintain __________ within an organization.

Membersh

Identity

Both a & b

None of these

Answer

Correct Answer: Both a & b

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Organizational culture is the totality of the organization’s socially transmitted ________ and behavior patterns.

Beliefs

Values

Norms

All of these

Answer

Correct Answer: All of these

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Norms are standards of behavior—spoken and unspoken, obvious and subtle—that define how members are expected to act while part of the organization.

True

False

Answer

Correct Answer: True

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A body of ideas or tenets believed to be or accepted as true is known as ________ .

Theming

Beliefs

Norms

Ritual

Answer

Correct Answer: Beliefs

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