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At Walt Disney World, guests staying at The Grand Floridian Resort and Spa find thick white terrycloth robes hanging in the cupboard when they arrive in the room. Maids do not just place washcloths in the bath area; they form the washcloths into animals and arrange them on the vanity ready for a photograph. At night mints appear on the pillows and when the beds are made in the morning, any plush animals children have purchased or brought from home will be arranged in an entertaining formation o
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(b) Medium/Evaluation
took me some time, says the clerk, “but I found your receipt from yesterday and looked up your phone number through our computer system.” This store has a _________ culture. a. service b. detail-oriented c. stable d. people-oriented (a) Medium/Application
(d) Easy/Comprehension
c. The attraction-selection-attrition process is a self-protective mechanism by which a firm maintains a level of homogeneity regarding the values of organization members. d. Computer-based orientation programs are more cost efficient and are more effective at conveying corporate culture than classroom-based programs. (d) Difficult/Synthesis
largely are seated in low-walled cubicles. Copy machines and other office equipment are centrally located on each floor. This physical layout encourages what kind of culture? a. aggressive b. team-based c. detail-oriented d. outcome-oriented (b) Medium/Application
Second layer is values or shared principles, standards and goals. Outermost layer is artifacts that are the visible and tangible elements of culture.
Answers will vary. Students should include, as much as possible given their choices, some of these elements: founder values and preferences, and industry demands. For the maintenance aspect, students should discuss the attraction-selection-attrition process, new employee onboarding, leadership and the reward system. A popular midsize, local restaurant was created 50 years ago by a now deceased individual who believed in: quality for your money and a friendly face. The founder felt that money was always tight for most people and a restaurant had to offer a better deal and experience than a customer could secure in his own home. Industry barriers to entry are relatively low so the firm had few problems getting started. The basic meals the firm offers, such as meatloaf, roast, pork chops, and the outstanding desserts, were a great success when the firm first opened and they continue to draw people in today. The founder value of good food has not changed over the years. The atmosphere of the restaurant has also not changed. Maintenance activities help retain that climate. The founder of the restaurant believed in good conversation over a meal in a friendly, supportive atmosphere. The hiring process reflects this culture. Interview questions focus heavily on assessing the candidate’s personality and ability to withstand stress. Further, a knowledge of the items offered on a daily basis is a key element of the selection decision. The founder’s son now owns the restaurant and continues the same culture, role modeling the very values that originally made the place a success. Each day and evening, the current owner chats with customers at each table. Many of the customers are such regulars that personal questions about family are answered, further maintaining the key founding values.