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2nd Year (1st Sem) > SERVQUAL- Finals > Flashcards

SERVQUAL- Finals Flashcards

1
Q

It covers a vast area and is divided into four parts.

A

Human Resource Management

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2
Q

covers a vast scope so, you should look closely at the impact of culture on performance, the importance of compliance, and how the vision and mission motivate its employees.

A

Managing HR Environment

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3
Q

4 parts/ dimensions of HR Management:

A
  1. managing HR environment
  2. acquisition and preparation of HR
  3. assessment and development of HR
  4. compensation of human resources
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4
Q

it is the manner the company treats its employees

A

managing HR environment

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5
Q

to see if the culture/ environment/ performance is excellent:

A

employees should have the opportunity to exceed/ showcase their skills

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6
Q

it is a necessity

A

show compliance internally and externally

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7
Q

TRUE/ FALSE: regulation should be changing.

A

TRUE

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8
Q

regulations should not be stagnant and must keep changing.

A

importance of compliance

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9
Q

certain industries like HM have the fastest change of regulations because people come and go due to preferences.

A

importance of compliance

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10
Q

TRUE/ FALSE: certain industries like management have the fastest change of regulations because people come and go due to preferences.

A

FALSE (management- HM)

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11
Q

TRUE/ FALSE: certain industries like HM have the slowest change of regulations because people come and go due to preferences.

A

FALSE (slowest- fastest)

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12
Q

it is an advantage because it boosts career development and growth

A

clear vision and mission

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13
Q

TRUE/ FALSE: an unclear vision and mission is an advantage because it boosts career development and growth

A

FALSE (unclear- clear)

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14
Q

short term goals

A

Vision

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15
Q

it is what the organization hopes for after a few years

A

Mission

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16
Q

they are the backbone of an organization

A

Human Resource

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17
Q

top priority of HR

A

to acquire the right people

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18
Q

to acquire the right people we should understand

A
  • talent acquisition
  • recruitment
  • TA process
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19
Q

the HR looks at what this employee has that can be used for other positions

A

Talent Acquisition

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20
Q

hiring people that can stay and grow their skills for the benefit of the company

A

Talent Acquisition

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21
Q

it is a process for the sake of filling vacancies

A

recruitment

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22
Q

a do-or-die process that involves a background check (3 character references)

A

talent acquisition process

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23
Q

TRUE/ FALSE: recruitment involves hiring people that can stay and grow their skills for the benefit of the company

A

FALSE (recruitment- talent acquisition process)

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24
Q

TRUE/ FALSE: the talent acquisition process is a do-or-die process

A

TRUE

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25
three things to consider in 2) the acquisition and preparation of HR
1. Talent Acquisition 2. TA vs. Recruitment 3. TA process
26
three things to consider in 1) managing the HR environment
1. impact of culture on performance 2. importance of compliance 3. how vision+ mission motivates
27
three things to consider in 3) the assessment and development of HR
1. why do employees leave 2. way to assess 3. how to develop employees
28
it is entirely dependent on the employee
why employees leave
29
why do employees leave?
compensation management colleagues development experience
30
- promotion that is done quarterly or annually - done by high ranks + should be discussed with the employee
assessment
31
TRUE/ FALSE: assessments should not be discussed with the employee
FALSE (should not be- should be)
32
TRUE/ FALSE: during assessments, supervisors should give comments and employees should acknowledge it
TRUE
33
a refresher that involves mentoring/ coaching, job rotation, and cross-training
Training
34
the purpose of training is to be a refresher that involves mentoring/ coaching, job rotation, and cross-training.
How to develop employees
35
it involves going to the same department but different position
job rotation
36
it is usually financial but does not only involve money. it depends on the regulation of the company (daily/ monthly/ annually)
compensation
37
four (4) factors to be considered in the compensation of human resources
- no. of experience - location - workload - education
38
TRUE/ FALSE: managerial positions do not go within minimum wage
TRUE
39
it refers to the issues/ conflicts between HR and managers of different departments
Human Resources Challengers
40
TRUE/ FALSE: if an employee excels in different departments, it is easy to determine where they can excel the most.
FALSE (easy- a problem)
41
it refers to the ones that can stay for long
retention
42
two (2) kinds of retention
contingent workforce demand for expert employees
43
- part-time and temporary - not included in employees that receive monthly pay
contingent workforce
44
needs to be an expert in a certain/ specific field
demand for expert employees
45
creates skilled employees for a smooth transaction/ operation
training
46
it is for the development of the employee and improvement of skills
training
47
to maximize profit, minimize costs
productivity
48
upon submission of reqs, the company asks for tests and it includes annual checkups
health and safety
49
it means they you have passed the basic health protocol
yellow card
50
it includes age, gender, education, race, and PWD
diversity
51
it is a written document that gives the company financial proof/ leverage
payroll
52
means being international. example is different hotel chains
globalization
53
it is important for the workplace, without it, it causes conflict
discipline
54
TRUE/ FALSE: no discipline causes conflict to arise
TRUE
55
too fast that people cannot cope
advancement in technology
56
has to be updated
management
57
TRUE/ FALSE: the management has to be updated
TRUE
58
it requires a lot of investment
recruitment process
59
TRUE/ FALSE: the talent acquisition process requires a lot of investment
FALSE (talent acquisition- recruitment)
60
temporary/ contractual
temp to hire
61
newly-hired are integrated in the company through an orientation (should listen since basic info is given)
onboarding
62
TRUE/ FALSE: old hires are integrated in the company through an orientation.
FALSE (old- new)
63
it acquired add-ons and compensation and follows a certain percentage
benefits
64
new reputation that HR can brand to employees
employer branding
65
TRUE/ FALSE: In hospitality, the latest trends make changes inevitable
TRUE
66
DOT- approved rooms only
staycation
67
lesser interaction
digitalized
68
n___ experience
personalization
69
only buy what you need
expensive economy + essentialism
70
2 trends in the hospitality industry
new hospitality skills and management solo travellers
71
different generations (inclusive + adjust)
Generation X and Y
72
long-term and for the environment
sustainability
73
AI is an example. technologies that enhance real-life environment. requires interaction
virtual and augmented reality
74
examples are kiosk and siri
automation and technology
75
TRUE/ FALSE: HM today focuses on a broad market to ensure products are purchased.
FALSE (broad- specific)
76
It is where products and services are developed
technology
77
TRUE/ FALSE: lesser costs = less man labot
TRUE
78
TRUE/ FALSE: HM today includes the environment
TRUE
79
TRUE/ FALSE: business models should be effective short-term and utilized
FALSE (short-term- long term)
80
TRUE/ FALSE: Manage employees to allow them to grow
TRUE
81
TRUE/ FALSE: Different establishments use the same channels.
FALSE (same- different)
82
It uses siri, alexa, and google
voice technology and AI
83
it is how info is forwarded to different areas
Distribution of tech
84
TRUE/ FALSE: various challenges and issues in HRM may emerge in front of managers performing their duties.
TRUE
85
TRUE/ FALSE: Human resource management (HRM) is adopted by many companies because of its benefits.
TRUE
86
TRUE/ FALSE: Companies always need to recruit new talent for various reasons such as an increase in project scope, and operations.
FALSE (always- sometimes)
87
TRUE/ FALSE: small companies with small HR departments often hire an outside staffing agency to ensure potential employees are qualified.
TRUE
88
It had a significant impact on hospitality throughout 2020.
COVID outbreak + safety measures
89
it can no longer be the norm
standardization
90
TRUE/ FALSE: to create value, focus on mass markets.
FALSE (mass- niche)
91
TRUE/ FALSE: exploit technology as an accelerator for business
TRUW
92
It is a moral and economic obligation.
social responsibility
93
TRUE/ FALSE: develop more unresponsive and resilient business models.
FALSE (unresponsive- responsive)
94
TRUE/ FALSE: manage talents passively.
FALSE (passively- actively)
95
TRUE/ FALSE: The nature of the service industry employs a single channel of service
FALSE (a single channel- multiple channels)
96
TRUE/ FALSE: The nature of service industry tends to include both traditional offline and technology-based self-service.
TRUE

2nd Year (1st Sem) (16 decks)

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