THC3-QUALITY SERVICE MANAGEMENT IN TOURISM AND HOSPITALITY I

What is the term use in retailing for product?

• merchandise

• raw materials

• finished good

• service

Which of the following statement is not the definition of product?

• it can be a service or an item

• it can be physical or in virtual or cyber form

• it is made at a cost and each is sold at a price

• it is the activities such as tourism, banking and selling things

It is the standard of something as measured against other things of a similar

kind.

• product

• service

• quality

• total quality

It is being defined as being suitable for its intended purpose while satisfying customer expectations

• product

• service

• quality

• total quality

This includes the systems and infrastructure and created to organize delivery of the service.

• product/service features

• Freedom from Deficiencies

• technical quality

• functional Quality

The hospitality customer goes through many interactions with employees in the creation and delivery of a hospitality experience

• product/service features

• Freedom from Deficiencies

• technical quality

• functional Quality

Which of the following that best example of adventure tourism?

• boat tour

• bus tour

• hot air ballooning

• tour guides

Which of the following is not example of resort?

• bed and breakfast

• golf resort

• Ski resort

• waterpark resort

It is the extent to which the service fulfills the needs or expectations of the customers or conceptualized it as the overall impression of customers as regards the weakness or excellence of the service.

• Service

• product

• quality

• Service quality

What do you call to customer perception of the overall quality or superiority of a product or service with respect to its intended purpose, relative to alternatives?

• Perceived quality

• Service quality

• SERVQUAL

• Total quality