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Involving the guest the co-creation of value MCQ

The termination of the hospitality relationship must occasionally be

Complicated but quick

Easy

A very slow process

Dramatic and fast

Answer

Correct Answer: Dramatic and fast

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What term best describes the concept of involving the refusal to serve certain guests who engage in unacceptable behaviors?

Guest dissatisfaction

Guest annoyance

Customer is always right concept

Fire the guest

Answer

Correct Answer: Fire the guest

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Which of the following is mostly known for co-production?

Olive Garden

A serve yourself frozen yogurt bar

A diner

A bar

Answer

Correct Answer: A serve yourself frozen yogurt bar

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What is considered the most obvious reason to incorporate the guest into the guest experience?

It saves money.

It’s easy to do.

It helps with guest satisfaction.

It helps with employee satisfaction.

Answer

Correct Answer: It saves money.

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By definition, what are some ways to add value when guests are co-producing their experience?

Reducing costs and quality

Reducing quality and increase quantity

Reducing costs and increase quality

Increasing costs and quality

Answer

Correct Answer: Reducing costs and increase quality

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______ can serve in a quasi-managerial role.

Employees

Managers

Supervisors

Guests

Answer

Correct Answer: Guests

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What must happen if a guest co-produces their experience?

The service delivery and presentation must be easy and safe.

The service delivery system and service environment must be user friendly.

The service environment must be calm.

The production and service environment must be easy to use.

Answer

Correct Answer: The service delivery system and service environment must be user friendly.

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Which of the following is NOT an advantage of co-production for guests?

It can increase opportunity for service failure.

It can increase the perception of service quality.

It is an opportunity for self-service.

Self-service reduces the risk of surprises.

Answer

Correct Answer: It can increase opportunity for service failure.

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What hotel company introduced the towel origami promotion in 2017?

Hilton

Holiday Inn

Marriott

Hyatt

Answer

Correct Answer: Marriott

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What principle is encouraged for customers to do for other guest experiences?

Not to involve themselves in other guests’ experiences

To directly and indirectly involve themselves in other guests’ experiences

To be mindful and careful other guests’ experiences

To enjoy other guests’ experiences

Answer

Correct Answer: To directly and indirectly involve themselves in other guests’ experiences

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A restaurant decides to offer a lunch buffet instead of á la carte ordering. Which of the following is NOT a co-production benefit of the restaurant’s decision?

Increase in cost efficiency from being able to serve more customers without needing more waitstaff

Increase in guests’ perceived control since they can choose their favorite foods in their preferred quantities from the buffet

Increase in production efficiency from utilizing a kitchen that might otherwise be more idle

Increase in inventory efficiency from minimizing food waste

Answer

Correct Answer: Increase in inventory efficiency from minimizing food waste

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Which is NOT one of Ben Schneider’s recommended three-stop strategies for managing quasi-employees?

The customer is always right no matter what.

Carefully and completely define the tasks in which you want guests to engage.

Make sure guests know exactly what you expect them to do and that they are physically able.

Once task performance is underway, evaluate the guest’s ability and willingness to perform well.

Answer

Correct Answer: The customer is always right no matter what.

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What employment term best describes “The many different ways customers can help an organization be effective”?

Cross-trained employees

An employee

A quasi-employee

A manager

Answer

Correct Answer: A quasi-employee

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A crucial implication for hospitality organizations is when

They involve employees in producing guest experience.

They always involve guests in co-producing directly.

They involve management in how they run the establishment.

They involve guests in co-producing the guest experience, indirectly and directly as observers or participants.

Answer

Correct Answer: They involve guests in co-producing the guest experience, indirectly and directly as observers or participants.

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Co-Creating is best described as

The guest involvement in creating the value and quality of guest experience

The employee involvement in creating the value and quality of a guest experience

What the restaurant does to ensure quality and experience

What the manager’s involvement is in creating the value

Answer

Correct Answer: The guest involvement in creating the value and quality of guest experience

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Quasi-employees used to define the many different ways customers can help an organization be effective .

True

False

Answer

Correct Answer: True

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A relatively recent concept involving the refusal to serve certain guests is known as ________ .

Social needs

SMART goals

Co-production

Fire the guest

Answer

Correct Answer: Fire the guest

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Co-production is the active production or helping to produce and deliver the guest experience by guests themselves .

True

False

Answer

Correct Answer: True

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Co-creating guest involvement in creating the value and quality of the guest experience.

True

False

Answer

Correct Answer: True

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