HRM 136 - Quiz #01

It has the overall impression of customers as regards the weakness or excellence of the service

• Quality Control

• Quality Service

• Service Strategy

It is the aspect that refers to how it was delivered

• Functional Quality

• Technical Quality

It is the aspect that refers to what is delivered

• Functional Quality

• Technical Quality

These are the three dimensions of Service Quality, EXCEPT

• Physical Facilities

• Food and Beverages

• Materials

• Staff

Is the measuring and gathering of customer feedback

• Service Strategy

• Service Performance

• Customer Results

These are examples of how to gather customer feedbacks, EXCEPT

• Customer surveys

• Through Social media

• Employee Training

These are factors that contributes to service performance, EXCEPT

• Employee Training

• Employee Empowerment

• Employee Suspension

• Employee Rewards

These guests are planning to book in a hotel they have not yet tried but has come to know about it through heavy advertisements

• First time Guests

• Repeat Guests

Satisfied clients of a travel agency who have experienced availing their services in booking international trips and now plans to book for a Cruise Travel package with the same agency

• First time guests

• Repeat guests

These guests have built product or service expectations because of their familiarity of the brand name

• First time guests

• Repeat guests