Correct Answer:
A leader who is focused on supervision, policy, and performance
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2. 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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3. According to the book, which is NOT a known reason how value gets added to guests?
Answer
Correct Answer:
Price
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4. Service organizations will increasingly compete by differentiating its ______ or its ______.
Answer
Correct Answer:
Pricing and service
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5. What is the most visible part of the guest experience in hospitality organizations?
Answer
Correct Answer:
Wait for service
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6. Where can the most highly developed technical applications of guestology be found?
Answer
Correct Answer:
Systems
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7. Many hospitality organizations have discovered that some of their best employees are ______.
Answer
Correct Answer:
Older individuals who are retired
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8. Which of the following is not part of the smart method?
Answer
Correct Answer:
Accurate
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9. 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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10. The best organizations also know that the ______ is never ending.
Answer
Correct Answer:
Discovery process
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11. 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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12. Which term best describes the characteristics and qualities that make a service experience memorable?
Answer
Correct Answer:
“wow” element
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13. The basic guest expectation characteristics are the ______ but not ______ guest experience aspects organizations must offer.
Answer
Correct Answer:
Necessary, sufficient
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14. What organization is known to dig deeper into guest preferences?
Answer
Correct Answer:
Southwest
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15. What are considered to be the three S’s?
Answer
Correct Answer:
Strategy, Staffing, Systems
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16. “Wow” elements ________ that make a service experience memorable.
Answer
Correct Answer:
Both a & b
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17. 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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18. Transactional leader is a leader who focuses on _______ .
Answer
Correct Answer:
All of these
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19. Servant leader helps people develop so that they can perform as well as possible.
Answer
Correct Answer:
True
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20. Service innovations are _________ that, when first offered, create a new service experience for guests.
Answer
Correct Answer:
Both a & b
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21. 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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22. 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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23. 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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24. Incremental innovation is an innovation of an existing service product _________ or organizational form.
Answer
Correct Answer:
ALL of these
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25. Guest promises tell your customers that you will do for them .
Answer
Correct Answer:
True
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26. 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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27. Eco-innovations are innovations designed to _______ the environmental impact of people or businesses.
Answer
Correct Answer:
Reduce
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28. Basic guest expectations are the fundamental components of the service experience that guests expect at a _______ .
Answer
Correct Answer:
Minimum
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