Front-Line Employees Must Be Aware and Responsive to Guest's Needs

question 269

Essay

Front-line employees must be aware and responsive to guest's needs.

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Definitions:

Psychological Hardiness

The personal trait of resilience and strength in facing stress and adversity.

Commitment, Control, Challenge

Three psychological characteristics that are significant for effectively responding to and managing stress.

Galatea Effect

A phenomenon where individuals' high self-expectations lead to improved performance.

Self-Expectations

The standards or goals an individual sets for themselves, which influence their behavior and effort in various aspects of life.