Chapter 7-8

Sanchez Rose Ann C.

Identification
1:the rewards people want--- managers have variety of financial and nonfinancial
tools at their.
2:financial rewards--- others use money to acquire various luxuries.
3:Making the job fun—Walt Disney said ‘you don’t work for a dollar-you work to
create and have fun.
4:Merit raise—an increase in base pay that is tied to individual performance.
5:Individual tips—voluntary payment give to service providers by customers after
providers deliver service.

Enumeration:
What is a 5 keys empowerment implementation;
1:training
2:willingness
3:measurement
4:incentive
5:manageriel buy-in
True/false
1:rewarding desired behaviors is called positive reinforcement.
2:the tie to must customers is a short term.
3:customer relationships are long term.
4:technology use is a sample and routine
5:service is customized or personalized

Chapter 8
Identification
1:Guests as Unpaid Consultants--- everyone has asked a friend or colleague about
a hospitality experience.
2:Guests as Marketers--- the guest are acting as expert consultants in giving this
important.
3:Guests as Co-producers--- this is participation can be as simple as having guest
serve themselves at a fast-food restaurant ,preparing their own salad at the salad
bar, or carrying their own bags at the golf course to substitute for the job of a
paid employee.
4:The high cost of Failure--- the sever must be sensitive and aware enough to
recognize when a guest is about to fail.
5:Guests as Supervisors--- that guest is in effect performing a supervisory
function.
6:Guestd as Motivators--- most hospitality employees find great enjoyment in
meeting and exceeding the expectation of guest.
7:Enriching the Wait--- passengers get the opportunity to keep active while they
are waiting for the flight to take off ,and singing may even enhance the
experience by providing a pleasant way to pass the time.
8:Co-producing Value--- those guest derive additional value from knowing that
they are getting the service “their way”
9:Building Commitment--- a final reason for letting guest participate is to build
guest commitment and repeat business.
10:Subtle Firings---customers can also be fired subtly.

True/False
1:chefs love to be challenged by guest who are knowledgeable about the culinary
art.
2:these requirements add up to high expectations for low paid ,entry-level
employee.
3:the cost and time savings can be substantial.
4:hospitality organizations know that people tend to take credit for their success
and attribute failures to someone else usually company
5:Involving guests in the service delivery system also has impact on the cost and
layout of the environment