Guest Service Management

Front 1

CH. 4
Understand and distinguish strong culture and weak culture

Strong culture:

Back 1

Strong Culture: A strong culture helps organizations in two ways
1. It directs behavior- provides employee guidance in uncertain situations
2. Gives employees a sense of purpose , makes them feel good

Front 2

Understand and distinguish strong culture and weak culture

Weak Culture:

Back 2

- Few or no common values and norms
-Employees are often bounded by policies and regulations
-No established values

Front 3

Management style X

Back 3

- People inherently dislike work
- People must be coerced or controlled to do work to achieve objectives
- People prefer to be directed

Front 4

Management style Y

Back 4

- People view work as being natural as play and rest
- People will excerise self-direction and control towards achieving objectives they are committed to
-People learn to accept and seek responsibility

Front 5

Levels of Organizational culture

Back 5

Beliefs - form the ideological core of the culture.
Fundamental assumptions

Values- are reference for certain behavior/outcomes over others.
right and wrong
desirable and undesirable behavior

Norms- are standards of behavior how people are expected to act in the organization

From core to outer- beliefs,values, norms, patterns of behavior, artifacts and symbols

Front 6

Understand the role of organization's leaders in creating organizational culture

Back 6

People who hold managerial power need to influence others

they define the culture(or redefine if necessary), teach it, and sustain it.

The organizations leaders- role models for the whole organization- ultimate definers of each organization's cultural value

Front 7

Understand sub-culture and its boundary

Back 7

need answer

Front 8

Ch. 6

Understand three levels of training needs analysis

L1

Back 8

Organizational level analysis
-Analysis of HR data- high turnover,high absenteeism, low performance, or other defiencies----accident records customer complaints, equipment utiliazation

Front 9

Understand three levels of training needs analysis

L2

Back 9

Task Level Analysis
-by comparing the requirements of the jobs with the knowledge, skills, and abilities of employees

Front 10

Understand three levels of training needs analysis

L3

Back 10

Individual level analysis
-The use of performance appraisal data

Front 11

internal training vs external training

Back 11

Internal- trainings within the company provided by the company/employee to employee training- on the job

External- send worker to train outside of work at a university or independent training service company

Front 12

training cost and employee turnover costs issue

Back 12

simple boring jobs- high turnover rate

high turnover- new employees- increase training cost

high turnover yields inconsistent service

Front 13

training cost cont.

Back 13

Its hard to justify training cost in a high turnover enviroment

Turnover tends to increase when training is reduced

Difficult to find the appropriate medium for training new employees

Front 14

Measuring training effectiveness

Back 14

Participant(employee) feedback,

content mastery (test the employee on what they learned),

behavioral change( monitor the employee and look for change)

Organizational Performance( monitor Productivity, sales etc.)

Front 15

Understand Three Training Designs:

Post measure

Back 15

Train-->Measure Performance

Front 16

Understand Three Training Designs:

Pre/Post Measure

Back 16

Measure Performance---> Train----> Measure Performance

Front 17

Understand Three Training Designs:

Pre/Post with control group

Back 17

Measure Performance---> Train----> Measure Performance
-Experimental group

Measure Performance---> Measure Performance
-Control Group

Front 18

Understand Development programs

Back 18

Development: efforts to improve employees' ability to handle a variety of assignments

Focused on getting people ready for their future

Tuition refunds, supporting general education

Front 19

Ch 7
Understand Maslow's and Herzberg's motivation theories

Back 19

need answer

Front 20

Understand types of Rewards

Back 20

need answer

Front 21

Understand Emotional labor and emotion regualtion methods

Back 21

Emotional labor is the necessary involvement of the service provider's emotions in the delivery of the service

emotion regulation......need answer

Front 22

Empowerment concept

Back 22

Give employees some resposibility for making decisions related to their own work

"turning the forntline loose"

Front 23

Ford and Fottler's "employee empowerment grid"

Back 23

Need answer

Front 24

CH 12
Understand Important concepts relating to service failure:

Sevice failure, Service recovery, service recoverey paradox, double deviation

Back 24

need answer

Front 25

Understand various types of dissatifaction responses:

Complaint, Negative WOM, Third party actions, Exit/Switch, loyalty, Neglect, Friendly complaint, and oppurtunistic complaint

Back 25

Need answer

Front 26

Understand four types of complaining style

Passives, Voicers, Irates and activists

Back 26

Passive- least likely to engage in negative word of mouth

Voicers- actively complain but less likely to spread negative word of mouth, to switch patronag, or to go to third parties

Irates- more likely to engage in negative word of mouth and willing to switch to a competitor

Activists- Complain on all levels

Front 27

Why people do not complain?

Back 27

time and effort
service provider resposiveness
personailty factors
organization-initiated recovery(proactive service recovery)
Other reasons
Alternative actions (switch brand, reduced tip)

Front 28

Understand the importance of non-complainers for service organizations

three things:

Back 28

1. The firm loses the opportunity to remedy the problem and retain the customer.
2. The firm's reputation can be damaged from negative word-of-mouth
3. The firm is deprived of valuable feedback about the quality of its service

Front 29

Understand Three dimensions of fairness in service recovery evaluation:

Procedural
Interactional
Distributional fairness

Back 29

Need Answer

Front 30

CH 5
Understand employee recruitment methods(internal and external recruitments): Advantages and Disadvantages

Back 30

Need Answer

Front 31

Understand the structured Interview:

Critical incident
Work competencies
Willingness to work as designed

Back 31

Structured interview help to assess all candiates according to the same criteria

critical incident -the hotel is half booked and a guest arrived late at night

Work Competency- knowing the software, knowing check in check out process, how well you know your job

Willingness to do the job as designed- questions regarding work overtime, long shift and weekends, travel, relocation

Front 32

Understand personality big five and its implications

1. Extroversion

Back 32

How sociable, active, aggressive, talkative, and excitable

Front 33

Understand personality big five and its implications

2. Agreeableness

Back 33

how trusting, amiable, generous, tolerant, honest, cooperative, and flexible

Front 34

Understand personality big five and its implications

3. Conscientiousness

Back 34

How dependable and organized; conforms the needs of the job, and preserves on tasks

Front 35

Understand personality big five and its implications

4. Emotional stability

Back 35

How secure, calm, independent, autonomous

Front 36

Understand personality big five and its implications

5. Openness to experience

Back 36

How intellectual, philosophical, insightful, creative, artistic, and curious

Front 37

Understand the capacity design concept

Back 37

Need answer

Front 38

Understand 4 types of waiting line: Advantages and Disadvantages

Channel= server
Phase= step in process

1) Single-Channel, Single-Phase ("several")

Back 38

Customer looks over lanes, chooses smallest lane, counter person does everything for cutomer

"Several"
Advantage- doesnt appear too long

Disadvantage- Really penalized if in slow lane, no first come first serve(may be felt unfair)

Front 39

Understand 4 types of waiting line: Advantages and Disadvantages

Channel= server
Phase= step in process

2)Single-Channel, Multiphase

Back 39

Two stage waits, interaction twice with company.

Advantage- forces people to wait

Disadvantage- people usually do not want to wait twice--> percieved level of service may decrease

Front 40

Understand 4 types of waiting line: Advantages and Disadvantages

Channel= server
Phase= step in process

3)Multichannel, Single-Phase

Back 40

customers form a single line (snake line), multiple channels(servers)

Advantage- fair, first come first serve

Disadvantage-appears to be very long and congested, need to alert when desk is ready

Front 41

Understand 4 types of waiting line: Advantages and Disadvantages

Channel= server
Phase= step in process

4)Multichannel, Multiphase

Back 41

Wait for the nest available server, and then wait for the next available cashier

no advantages and disadvantages listed

Front 42

Managing Actual Waits

Demand Managment

Back 42

Reservation

smooth out the demand

Discount, Happy hour, early bird special, Disney's E-ride Nights (<--shifting demand)

Front 43

Managing Actual waits

Wait Line Management

Back 43

Use the Most desirable wait line for your business

Front 44

Managing Actual waits

Virtual wait management

Back 44

Buzzers!

Allow the line to form and then mange the line by diverting customers

Front 45

Managing actual wait cont.

"close"
"add"
"redesign"

Back 45

Close the doors to futher customers

Add capacity

Redesigning the service delivery process