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Keeping morale high and managing conflict is part of the ________ function.
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Correct Answer:
Motivating
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About ________ percent of all new product ideas come from consumers.
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Correct Answer:
28
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____________ is a strong motivator for contingent workers.
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Correct Answer:
The prospect of permanent employment
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Which of the following statements is FALSE about providing hospitality to guests?
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Correct Answer:
Every service should provide the same amount of delivery, no matter the organization.
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A moment of truth is best described as
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Correct Answer:
Any key moment during a service encounter making or breaking an experience
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The largest challenge for the hospitality organization is
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Correct Answer:
Anticipating guest expectations as accurately as possible
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If a guest’s expectation is not met or exceeds the hospitality organization expectation of service; what should the organization do?
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Correct Answer:
Change their market strategy.
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Which of these food industries would the servicescape be most important?
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Correct Answer:
Rainforest Café
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What are the three elements hospitality organizations should focus on to improve guest experience?
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Correct Answer:
Service product, setting, service delivery system
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Which of the following is the basic equation of customer experience?
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Correct Answer:
Guest experience = Service product + service setting + service delivery system
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Which is an example of a competitive advantage?
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Correct Answer:
Personalized service
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Which of the following is NOT an example of a tangible physical product?
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Correct Answer:
The exceptional service you get at a 5-star restaurant
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What is a common way to think of the word “service”?
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Correct Answer:
An intangible part of a transaction relationship that creates value between a provider organization and its customer, client, or guest
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What is the first step in understanding how to manage guests’ experiences?
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Correct Answer:
Understand the guests in your target market.
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One difficulty in providing service in the hospitality industry is
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Correct Answer:
Remembering that each customer and their experiences are unique
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A guestologist is
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Correct Answer:
A specialist in identifying how hospitality organizations can respond best to the needs, wants, expectations, and behaviors of a target guest market
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Sally Johnson is a repeat guest at “The Smith’s,” a 4-star boutique hotel with a 5-star restaurant on premise. What is something Sally would be expecting as opposed to a first-time guest?
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Correct Answer:
Being greeted by name from an attendant right when she walks in
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Guestology is best described as
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Correct Answer:
The study of guests, including their wants, needs, expectations and behaviors
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The physical location and its characteristics within which the organization provides service to guests is known as ________ .
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Correct Answer:
Servicescape
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Service quality _______ by all costs incurred by the guest for service
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Correct Answer:
Divided
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The physical location and its characteristics within which the organization provides service to guests is known as ________ .
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Correct Answer:
Service setting
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Service quality is the difference between the service that the customer expects to get and the service that the customer actually receives.
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Correct Answer:
True
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Service product is the entire bundle of tangibles and intangibles provided by a hospitality organization to guests during a service experience.
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Correct Answer:
True
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The entire bundle of tangibles and intangibles provided by a hospitality organization to guests during a service experience is known as ______ .
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Correct Answer:
Service package
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Which of the correct statements about Service experience ?
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Correct Answer:
Same as guest experience but sometimes used in service industries that do not typically refer to their customers as guests.
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Service environment is the physical location and its characteristics within which the organization provides service to guests; same as service setting and servicescape.
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Correct Answer:
True
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The actual person-to-person interaction or series of interactions between the customer and the persons delivering the service is known as _______ .
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Correct Answer:
Service encounter
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Service delivery system involved in delivering the service to the customer.
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Correct Answer:
True
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Service is an action or performed task that takes place by ________ between the customer or guest and representatives of the service organization.
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Correct Answer:
Both possible
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Any key or crucial moment or period during a service encounter, a make-or-break moment is known as ________ .
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Correct Answer:
Moment of truth
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KSAs is an abbreviation for ________ necessary to do a job.
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Correct Answer:
All of these
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Internal customers are persons or units within the organization that depend on and serve each other.
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Correct Answer:
True
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Hospitality is an industry consisting basically of organizations that offer guests courteous, professional food, drink, and lodging services .
Answer
Correct Answer:
True
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The study of guests—their wants, needs, expectations, and behaviors is known as _________ .
Answer
Correct Answer:
Guestology
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Guestologist is a specialist in identifying how hospitality organizations can best respond to the ________ and behaviors of their targeted guest markets.
Answer
Correct Answer:
All of these
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The sum total of the experience that the guest has with the service provider on a given occasion or set of occasions is known as ______ .
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Correct Answer:
Guest experience
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Expectations are characteristics that a guest _______ will be associated with a service experience.
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Correct Answer:
Both a & b
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A memorable event that deviates significantly, either positively or negatively is known as ________ .
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Correct Answer:
Critical incident
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Cost is the ________ burden incurred by a guest to obtain a service, including tangible quantifiable costs
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Correct Answer:
Both a & b
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Something an organization does or has that makes it somehow better than its competitors in the eyes of its targeted customers,is this statement correct for _______ ?
Answer
Correct Answer:
Competitive advantage
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