Quality Service Mgt. in Tourism & Hospitality Industry

It defines the corporate values for which their organizations are famous.

• values

• organizational culture

• norms

• beliefs

This is how people in organizations make sense of their relationships with the external world and its influence in the internal organization.

• culture

• norms

• values

• beliefs

These are standards of behavior that define how people are expected to act while part of the organization.

• norms

• values

• culture

• beliefs

It defines for the members what is right and wrong, preferred and not preferred, desirable behavior and undesirable behavior.

• norms

• values

• culture

• beliefs

These are rules, policies and regulations of the company.

• Language

• Laws

• Stories and Legends

• Artifacts

A physical object that has significance beyond itself, a sign that communicates an unspoken message.

• language

• artifacts

• rituals

• symbols

These are symbolic acts that people perform to gain and maintain membership or identity within an organization.

• symbols

• rituals

• signs

• artifacts

Leaders think carefully about everything they say, do, or write ties into supporting the cultural values of guests.

• True

• False

Culture fill in the gaps for employees between what they've been thought and what they must do to satisfy the guest

• True

• False

Manage the environment to maintain the employee's feeling of safety and security.

• false

• true