THC3- CHAPTER 1 QUIZ

It is equal to the quality of the experience as calculated using the first equation divided by all the costs incurred by the guest to obtain the experience.

• Quality

• Value

• Cost

It includes human components and the physical production processes plus the organizational and information systems and techniques that help deliver the service to the customer.

• Service product

• Service setting

• Service delivery

It is the scientific study of how guests behave in hospitality organizations.

• Guestology

• Guest Experience

• Understanding the Guest

It is the equal to the quality of the experience as delivered.

• Q_e

• Q_ed

• Q_ee

It usually requires interaction between the provider and the customer, client or guest.

• Product

• Delivery

• Services

Guest defines the value and the quality of your service, so you had better know what your guest

• TRUE

• FALSE

You may over-promise, but always try to under-deliver.

• TRUE

• FALSE

The more tangible the guest experience, the less important are the frontline people delivering the service to the guest’s perception of quality and value.

• TRUE

• FALSE

The cost of quality is often used as a reminder not of how much it costs the organization to provide service quality at a high level but of how little it costs compared to the cost of not providing quality.

• TRUE

• FALSE

Service setting is the sum total of the experiences that the guest has with the service provider on a given occasion or set of occasions.

• TRUE

• FALSE