Question 1

According to the authority-acceptance theory, whether a directive has authority or not is determined by the person in authority.

Accepted Answer

According to the authority-acceptance theory, whether a directive is seen as authoritative or not is determined by the acceptance of those who are subject to the directive, not solely by the person in authority.

Question 2

Ethical Leadership is driven by a respect for ethical beliefs, dignity, and rights of others.

Accepted Answer

Ethical Leadership requires a deep respect for ethical beliefs, the dignity of others, and the rights of all individuals. It involves leading by example, modeling ethical behavior, promoting transparency, and fostering an ethical culture within an organization.

Question 3

Authority is the quality that good managers have that causes employees to accept their orders.

Accepted Answer

The answer of Authority is the quality that good managers...

Question 4

According to Valoir Borland of the Ritz-Carlton Leadership Center, two important things you can say to an employee are "Thank you" and "That means a lot." These words can help fulfill employees'

Accepted Answer

Saying "Thank you" and "That means a lot" helps fulfill employees' recognition needs, which is a crucial aspect of employee motivation and job satisfaction. When employees are recognized and appreciated for their efforts, they are more likely to feel valued and motivated to continue performing well.

Question 5

Empowering employees requires sharing information and organizational knowledge that enables empowered employees to

Accepted Answer

Empowering employees means giving them the authority and autonomy to make decisions that impact organizational outcomes. This requires sharing information and knowledge so that employees have the necessary context and understanding to make informed decisions. It does not involve allowing customers to determine outcomes, nor does it require employees to focus on things other than their job. And while employees may need to consult with their manager for guidance or clarification, the goal of empowerment is to reduce the need for constant oversight and approval from higher-ups.

Question 6

Cash rewards are better than non-cash rewards for the organization because they fill the employees' needs to pay off a bill or celebrate their achievement.

Accepted Answer

Non-cash rewards can also be highly effective as they can offer personalized recognition and memorable experiences that cash cannot, thus potentially having a longer-lasting motivational effect.

Question 7

Research has shown that setting specific and challenging goals leads to higher performance levels than expressing vague goals.

Accepted Answer

Research has consistently demonstrated that setting specific and challenging goals increases motivation, effort, and performance compared to setting vague goals. This is known as goal-setting theory, which proposes that goals direct attention and effort towards goal-relevant activities, increase persistence, and foster the development of appropriate strategies and skills to achieve the goal.

Question 8

Which of the following financial incentives or rewards are customer determined?

Accepted Answer

Pooled tips are determined by the customers, as they give a tip to be split among the staff rather than individual tipping. The other options, merit raises, annual performance bonuses, and benefits, are typically determined by the employer rather than the customer.

Question 9

Before offering incentives that can help satisfy needs such as achievement and growth, companies must ensure that employees' economic needs are met.

Accepted Answer

This is because employees' basic economic needs such as salaries, bonuses, benefits, and working conditions should be met before other needs such as achievement and growth incentives.

Question 10

Which of the following financial incentives or rewards are manager determined?

Accepted Answer

Group incentive plans are often determined by managers or management teams, as they involve setting specific performance targets for a group of employees and rewarding them based on the achievement of those targets. This contrasts with pooled tips and gratuities, which are typically customer-determined, and longevity pay, which is usually a standardized company policy not determined by individual managers.

Question 11

The employees who interact with dissatisfied guests must be

Accepted Answer

Employees dealing with dissatisfied guests need to be emotionally ready to handle potentially stressful and confrontational situations effectively and with empathy.

Question 12

Employees are fairly homogenous, which makes leadership easier because they respond in similar ways.

Accepted Answer

Employees are diverse and have different backgrounds, experiences, and personalities. Therefore, leadership requires understanding and adapting to individual differences and managing a variety of responses.

Question 13

Achievement needs for employees are defined as

Accepted Answer

The answer of Achievement needs for employees are defined as
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Question 14

Employee empowerment can have unintended consequences.

Accepted Answer

When employees are given excessive autonomy and decision-making power without adequate guidance or training, it can lead to inefficiencies, inconsistent results, and even negative outcomes for the organization. It is important for employers to strike a balance between providing empowerment and maintaining control over critical aspects of the business.

Question 15

Working in teams can satisfy growth and achievement needs, but not economic needs.

Accepted Answer

Working in teams can satisfy both growth and achievement needs as well as economic needs. In fact, teamwork can often lead to increased productivity and profitability, benefiting both the individual team members and the organization as a whole.

Question 16

One example of an unintended consequence of empowerment is when the host of a restaurant seats four tables in the same section at the same time, overloading a specific server and not sharing the potential gratuities with other servers.

Accepted Answer

This is an example of unintended consequences of empowerment where the host empowered themselves to seat tables without considering the impact on other servers, leading to an unfair distribution of potential gratuities.

Question 17

Because financial incentives change behaviors, managers have to ensure the performance measures they use will focus employees on what they want to do.

Accepted Answer

Financial incentives are a powerful tool for motivating employees, but they have to be aligned with the goals of the organization. If performance measures are not carefully designed, they may incentivize behaviors that are counterproductive or even harmful to the organization's success. Therefore, managers need to choose performance measures that will focus employees on the desired outcomes and behaviors, so that financial incentives are effective in driving performance.

Question 18

According to equity theory, we compare what we get out of an endeavor to what we put into it and draw a conclusion as to the fairness of the ratio independent of external standards of comparison.

Accepted Answer

Equity theory posits that individuals compare their job inputs and outcomes with those of others and then respond to eliminate any inequities. This comparison involves external standards or what others are receiving for similar inputs.

Question 19

Part-time and temporary employees are typically good candidates for empowerment because the decisions they make are not felt by the organization after they leave.

Accepted Answer

While it is true that part-time and temporary employees may not have as significant an impact on the organization as full-time employees, their decisions can still have consequences and affect the company's overall performance. Therefore, it is important to carefully consider which employees are empowered regardless of their employment status.

Question 20

The hedonic treadmill is the tendency of people to

Accepted Answer

The hedonic treadmill refers to the phenomenon where individuals eventually return to a relatively stable level of happiness despite positive or negative events or life changes. This suggests that people are not able to sustainably increase their happiness levels through external factors such as obtaining material possessions or achieving certain goals. Instead, happiness is largely determined by internal factors and personal perceptions. Choice A is incorrect because pursuing the same sources of enjoyment may not necessarily be related to the hedonic treadmill. Choice B may be related to the concept of lifestyle inflation but is not directly related to the hedonic treadmill. Choice D is incorrect as being appreciated for work is not inherently related to the hedonic treadmill.

Quiz 7: Serving With a Smile Motivating Exceptional Service