Describe the four types of "exceptions" listed in the chapter
What will be an ideal response?
Special requests are one type of exception. These involve a departure from normal operating activities and are common in travel and hospitality industries. Problem-solving refers to an exception where normal service fails to run smoothly as a result of accidents, delays, etc. Handling of complaints/complements/suggestions help service providers react quickly to failures and thrive off of complements. Restitution is the final type of exception listed. This involves repaying customers for severe performance failures.
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During sporting events at the local high school, Megan runs a concession stand. The costs associated with the purchase of hot dogs, mustard, relish, ketchup, chips, sodas, paper napkins, and cups are all examples of what type of costs?
a. fixed b. variable c. liquidity d. promotional
Which of the following statements about values is not true?
a. Values do not impact every aspect of your life. b. Employees demonstrate and model their values in their personal and work behavior. c. Employees demonstrate and model their values in their decision making. d. Answers b and c above.