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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
Q

three things to consider in 2) the acquisition and preparation of HR

A
  1. Talent Acquisition
  2. TA vs. Recruitment
  3. TA process
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26
Q

three things to consider in 1) managing the HR environment

A
  1. impact of culture on performance
  2. importance of compliance
  3. how vision+ mission motivates
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27
Q

three things to consider in 3) the assessment and development of HR

A
  1. why do employees leave
  2. way to assess
  3. how to develop employees
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28
Q

it is entirely dependent on the employee

A

why employees leave

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29
Q

why do employees leave?

A

compensation
management
colleagues
development
experience

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30
Q
  • promotion that is done quarterly or annually
  • done by high ranks + should be discussed with the employee
A

assessment

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31
Q

TRUE/ FALSE: assessments should not be discussed with the employee

A

FALSE (should not be- should be)

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32
Q

TRUE/ FALSE: during assessments, supervisors should give comments and employees should acknowledge it

A

TRUE

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33
Q

a refresher that involves mentoring/ coaching, job rotation, and cross-training

A

Training

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34
Q

the purpose of training is to be a refresher that involves mentoring/ coaching, job rotation, and cross-training.

A

How to develop employees

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35
Q

it involves going to the same department but different position

A

job rotation

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36
Q

it is usually financial but does not only involve money. it depends on the regulation of the company (daily/ monthly/ annually)

A

compensation

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37
Q

four (4) factors to be considered in the compensation of human resources

A
  • no. of experience
  • location
  • workload
  • education
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38
Q

TRUE/ FALSE: managerial positions do not go within minimum wage

A

TRUE

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39
Q

it refers to the issues/ conflicts between HR and managers of different departments

A

Human Resources Challengers

40
Q

TRUE/ FALSE: if an employee excels in different departments, it is easy to determine where they can excel the most.

A

FALSE (easy- a problem)

41
Q

it refers to the ones that can stay for long

A

retention

42
Q

two (2) kinds of retention

A

contingent workforce
demand for expert employees

43
Q
  • part-time and temporary
  • not included in employees that receive monthly pay
A

contingent workforce

44
Q

needs to be an expert in a certain/ specific field

A

demand for expert employees

45
Q

creates skilled employees for a smooth transaction/ operation

A

training

46
Q

it is for the development of the employee and improvement of skills

A

training

47
Q

to maximize profit, minimize costs

A

productivity

48
Q

upon submission of reqs, the company asks for tests and it includes annual checkups

A

health and safety

49
Q

it means they you have passed the basic health protocol

A

yellow card

50
Q

it includes age, gender, education, race, and PWD

A

diversity

51
Q

it is a written document that gives the company financial proof/ leverage

A

payroll

52
Q

means being international. example is different hotel chains

A

globalization

53
Q

it is important for the workplace, without it, it causes conflict

A

discipline

54
Q

TRUE/ FALSE: no discipline causes conflict to arise

A

TRUE

55
Q

too fast that people cannot cope

A

advancement in technology

56
Q

has to be updated

A

management

57
Q

TRUE/ FALSE: the management has to be updated

A

TRUE

58
Q

it requires a lot of investment

A

recruitment process

59
Q

TRUE/ FALSE: the talent acquisition process requires a lot of investment

A

FALSE (talent acquisition- recruitment)

60
Q

temporary/ contractual

A

temp to hire

61
Q

newly-hired are integrated in the company through an orientation (should listen since basic info is given)

A

onboarding

62
Q

TRUE/ FALSE: old hires are integrated in the company through an orientation.

A

FALSE (old- new)

63
Q

it acquired add-ons and compensation and follows a certain percentage

A

benefits

64
Q

new reputation that HR can brand to employees

A

employer branding

65
Q

TRUE/ FALSE: In hospitality, the latest trends make changes inevitable

A

TRUE

66
Q

DOT- approved rooms only

A

staycation

67
Q

lesser interaction

A

digitalized

68
Q

n___ experience

A

personalization

69
Q

only buy what you need

A

expensive economy + essentialism

70
Q

2 trends in the hospitality industry

A

new hospitality skills and management
solo travellers

71
Q

different generations (inclusive + adjust)

A

Generation X and Y

72
Q

long-term and for the environment

A

sustainability

73
Q

AI is an example. technologies that enhance real-life environment. requires interaction

A

virtual and augmented reality

74
Q

examples are kiosk and siri

A

automation and technology

75
Q

TRUE/ FALSE: HM today focuses on a broad market to ensure products are purchased.

A

FALSE (broad- specific)

76
Q

It is where products and services are developed

A

technology

77
Q

TRUE/ FALSE: lesser costs = less man labot

A

TRUE

78
Q

TRUE/ FALSE: HM today includes the environment

A

TRUE

79
Q

TRUE/ FALSE: business models should be effective short-term and utilized

A

FALSE (short-term- long term)

80
Q

TRUE/ FALSE: Manage employees to allow them to grow

A

TRUE

81
Q

TRUE/ FALSE: Different establishments use the same channels.

A

FALSE (same- different)

82
Q

It uses siri, alexa, and google

A

voice technology and AI

83
Q

it is how info is forwarded to different areas

A

Distribution of tech

84
Q

TRUE/ FALSE: various challenges and issues in HRM may emerge in front of managers performing their duties.

A

TRUE

85
Q

TRUE/ FALSE: Human resource management (HRM) is adopted by many companies because of its benefits.

A

TRUE

86
Q

TRUE/ FALSE: Companies always need to recruit new talent for various reasons such as an increase in project scope, and operations.

A

FALSE (always- sometimes)

87
Q

TRUE/ FALSE: small companies with small HR departments often hire an outside staffing agency to ensure potential employees are qualified.

A

TRUE

88
Q

It had a significant impact on hospitality throughout 2020.

A

COVID outbreak + safety measures

89
Q

it can no longer be the norm

A

standardization

90
Q

TRUE/ FALSE: to create value, focus on mass markets.

A

FALSE (mass- niche)

91
Q

TRUE/ FALSE: exploit technology as an accelerator for business

A

TRUW

92
Q

It is a moral and economic obligation.

A

social responsibility

93
Q

TRUE/ FALSE: develop more unresponsive and resilient business models.

A

FALSE (unresponsive- responsive)

94
Q

TRUE/ FALSE: manage talents passively.

A

FALSE (passively- actively)

95
Q

TRUE/ FALSE: The nature of the service industry employs a single channel of service

A

FALSE (a single channel- multiple channels)

96
Q

TRUE/ FALSE: The nature of service industry tends to include both traditional offline and technology-based self-service.

A

TRUE

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

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