Food Service Management Exam 1 Latest Update

Food Service Management Exam 1 Latest Update -75 Questions with 100% Verified Correct Answers Guaranteed A+ Verified by Professor

*What is reengineering? - CORRECT ANSWER: Reengineering: radical redesign of business processes for dramatic improvement

Contrast the behavioral and situational theories of leadership. - CORRECT ANSWER: Reciprocal approaches to leadership focus more on the interactions among leaders and their followers than on the characteristics of the leaders themselves.

Define job satisfaction and describe why job satisfaction is an important concept in the

management of human resources. - CORRECT ANSWER: Job satisfaction is an

individual's feelings and beliefs about his or her job. Largely determined by conditions in the environment. Job satisfaction is different from Morale--job satisfaction is focused on individual attitudes, whereas Morale is focused on attitude of the organization as a whole. Research has demonstrated that increased job satisfaction is related to OCBs (Organizational Citizenship Behaviors)--voluntary behaviors that are above and beyond the call of duty.

Define motivation - CORRECT ANSWER: Inner force that activates or moves a person toward achievement of a goal"...Needs--->drives---->Achievement of goals

Define Quality of Work Life. - CORRECT ANSWER: How work is organized by the

manager and how jobs are designed Work is seen as "part" of your life. Managers look at fulfilling that part. Guidelines: 1.Decision made at lowest part of the level 2.Teams of employees are responsible for doing a project 3.Help employees grow skills/build people 1 / 3

4.Quality is a focus 5.Safety is emphasized 6.Feedback is giving

Define the following terms: quality, benchmarking. - CORRECT ANSWER: Quality: characteristics of a product or service that bears on its ability to satisfy stated or implied needs and a product or service that is free of defects

Benchmarking: comparison against best performance in the field

Define/describe corporate culture. - CORRECT ANSWER: (organizational culture)

shared philosophies, values, assumptions, beliefs, expectations, attitudes and norms that knit an organization together.

Describe 4 ways in which departments can be organized. - CORRECT ANSWER:

1.Functional: organization unites are defined by the nature of the work.

2.Produce and service: all activities required in producing and marketing a

product/service are under the direction of a single manager.

3..Geography: occurs in organizations that maintain physically dispersed and

autonomous operations or offices.

4.Customer: division by type of customers served

Describe 7 types of traditional power in leadership. - CORRECT ANSWER: (1)

Legitimate-power from formal position held in organization. Induces compliance because he/she has the right to give directions by virtue of his/her position (2) Reward-power comes from ability to reward others (pay, promotions, job assignments) (3) Coercive- power comes from the authority of the leader to punish those who do not comply (fire, demote, threaten, give undesirable work assignments) (4) Expert- power held by those considered to be competent in their job. Knowledge gained through education or experience and a demonstration of ability to perform are sources of expert power. Power is gained because of the respect others have for their abilities 2 / 3

(5) Referent- power gained because of a person's charisma. A person with high referent power is generally well liked and admired by others; thus the leader can influence others because of this identification and admiration (6) Information- based on the leader's possession of or access to information that others perceive as valuable. This power influences others either because they need the information or want to be a part of things.(7) Connection- power based on the leader's connections with influential or important persons inside or outside the organization. Power comes from people who aim to gain favor Expert power and referent power (charisma) tend to be related to subordinates' satisfaction and performance.Coercive power (ability to punish) is the most negative.Expert and legitimate power appear to be the most important for compliance.

Describe 8 dysfunctional or defensive behaviors that can occur when an employee becomes frustrated because their needs are not being met or they are unable to

achieve their goals. - CORRECT ANSWER: 1. Withdrawal

• Aggression
• Substitution-when an individual puts something in the place of the original object...if a

foodservice employee bypassed for promotion seeks leadership positions in other organizations.

• Compensation
• Revert or regress
• Repression
• Projection-When an individual attributes his or her own feelings to someone else.

Example: when a foodservice worker who is displeased about a rule or policy tells the supervisor how upset other employees are about it rather than admit personal dissatisfaction.

• Rationalization: example: Baker who blames the oven for poor baking outcome.
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