FBM-Chapter 1

“Monitoring of customer satisfaction” in the context of food service operation is defined as:

• the existing and future consumer needs and the potential market being served by the operation

• regular checking on the extent to which the operation is meeting customer needs and achieving customer satisfaction

• guiding the choice of the operational methods that are

  used.

• using efficient food production and food and beverage service methods to support the requirements of the customer service specification

Which one of the following systems is NOT in the food service operation?

• The system for food production

• The system for beverage provision

• The service sequence

• The customer process

• The policy decision -making process

Which systems within a food service operation that contains characteristic of both “hard” and “soft” systems?

• Service sequence

• Food production

• Beverage provision

• Customer process

The “hard” systems of a food service operation included:

• Customer process and service sequence

• Food production and service sequence

• Food production and beverage provision

• Beverage provision and customer process

The outcomes of a food service operation DO NOT include:

• Benefits

• Emotions

• Intentions

• Technology

• Customer judgements

The concept “experience economy” in food and beverage service focuses on:

• Meal experience

• Product quality

• Service quality

• None of above

“Theatre and performance” is one of the five perspective that affect the customer experience in hospitality. “Theatre and performance” focus on:

• Taking responsibility for the guest experience

• Providing experiences that are personal memorable and add value to customers' lives

• Providing a feeling of sanctuary to customers

• Develop relationship to customers without constant reminding them the economic nature of the relationship

Which of the following dimensions of the hospitality industry is relevant to the inability to sell tomorrow if the product is not sold today?

• Variability

• Intangibility

• Perishability

• Simultaneous production and consumption

• Inseparability

The restaurant style that uses the combination of food with science using many of the technical advances in equipment and ingredients is called:

• Fusion cuisine

• Molecular gastronomy

• New wave brasserie

• Pop-ups restaurant

Which of the following statements depicts non-captive markets?

• Those people who have a free choice of establishments

• Those people who have no choice of establishments

• Those people who have choice but there is some restriction

• Those people who are engaged in another pursuit