Service Excellence MCQ

Which best describes a transactional leader?

Answer

Correct Answer: A leader who is focused on supervision, policy, and performance

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Which term best describes identifying the specific needs of an induvial customer and attempting to fulfill those needs.

Answer

Correct Answer: Market niche of one

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According to the book, which is NOT a known reason how value gets added to guests?

Answer

Correct Answer: Price

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Service organizations will increasingly compete by differentiating its ______ or its ______.

Answer

Correct Answer: Pricing and service

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What is the most visible part of the guest experience in hospitality organizations?

Answer

Correct Answer: Wait for service

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Where can the most highly developed technical applications of guestology be found?

Answer

Correct Answer: Systems

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Many hospitality organizations have discovered that some of their best employees are ______.

Answer

Correct Answer: Older individuals who are retired

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Which of the following is not part of the smart method?

Answer

Correct Answer: Accurate

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The challenge for a guestologist acting as a leader is to find, develop, and ______ the service to engage guest on a personal individual basis

Answer

Correct Answer: Motivate

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The best organizations also know that the ______ is never ending.

Answer

Correct Answer: Discovery process

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According to the book, which of the following is NOT listed as what a “wow” factor needs to be?

Answer

Correct Answer: Interesting

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Which term best describes the characteristics and qualities that make a service experience memorable?

Answer

Correct Answer: “wow” element

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The basic guest expectation characteristics are the ______ but not ______ guest experience aspects organizations must offer.

Answer

Correct Answer: Necessary, sufficient

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What organization is known to dig deeper into guest preferences?

Answer

Correct Answer: Southwest

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What are considered to be the three S’s?

Answer

Correct Answer: Strategy, Staffing, Systems

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“Wow” elements ________ that make a service experience memorable.

Answer

Correct Answer: Both a & b

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Transformational leader is a leader that causes _______ to both individuals and the systems within which the leader operates.

Answer

Correct Answer: Major changes

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Transactional leader is a leader who focuses on _______ .

Answer

Correct Answer: All of these

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Servant leader helps people develop so that they can perform as well as possible.

Answer

Correct Answer: True

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Service innovations are _________ that, when first offered, create a new service experience for guests.

Answer

Correct Answer: Both a & b

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A totally new innovation that has a significant impact on a market and on the economic activity of firms in that market is known as ________ .

Answer

Correct Answer: Radical innovation

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Market niche of one Identifying the _________ of an individual customer, and attempting to fulfill those needs to deliver a personalized service experience.

Answer

Correct Answer: Specific needs

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Which of the techniques is new to the state of the art and is intended to further organizational goals ?

Answer

Correct Answer: Management innovation

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Incremental innovation is an innovation of an existing service product _________ or organizational form.

Answer

Correct Answer: ALL of these

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Guest promises tell your customers that you will do for them .

Answer

Correct Answer: True

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The effect that the activities of people and businesses have on the ecological environment is known as _______ .

Answer

Correct Answer: Environmental impact

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Eco-innovations are innovations designed to _______ the environmental impact of people or businesses.

Answer

Correct Answer: Reduce

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Basic guest expectations are the fundamental components of the service experience that guests expect at a _______ .

Answer

Correct Answer: Minimum

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