Exam 10: Internal Marketing

In firms that have ________ cultures, there are few or no common values and norms.

The first stage in the internal marketing process should be:

Training employees to do two or more jobs within the organization, is called:

What is the importance of initial on the job training? Why is continuous and cross training so important?

Internal marketing will be at its most effective:

When a company has a service culture, the organizational chart is ________.

In the hospitality industry, most marketing activity is carried out by employees within the marketing department.

When management empowers employees, responsibility to make decisions moves to the employees.

Full service restaurants have an employee turnover rate of ________ percent for hourly employees.

A pattern of shared values and beliefs that gives members of an organization meaning, providing them with the rules for behavior in the organization, is called:

Service organizations need to hire for ________ and train for ________.

What are the differences between a service culture and organizational culture? How can a strong culture help an organization? How would you describe the culture of your place of employment?

Within the restaurant industry, more general managers than assistant managers are prone to burnout.

The issue of non-routine transactions will become increasingly more important.

Marketing by a service firm to train effectively and motivate its customer-contact employees and all the supporting service people to work as a team to provide customer satisfaction, is called:

The necessary involvement of the service provider's emotions in the delivery of the service, is called:

Which of the following would NOT be considered a "moment of truth"?

A system of values and beliefs in an organization that reinforces the idea that providing the customer with quality service is the principal concern of the business, is called:

In a service-oriented organizational culture ________ are at the top of the organization.

________ is when a firm moves the authority and responsibility to make decisions to the line employees from the supervisor.