GHKII Sinh 61-100 lớp 12

  When it comes to judging the quality of service, whose expectations are most important?   

• the person receiving the service

• the staff member providing the service

• the staff member's boss

• the owner of the company

Good service is: 

• work done for others.

• service that meets customer needs in the way that customers want and expect them to be met.

• activities performed by people for the benefit of others.

• service in which the staff members providing the service treat every moment of truth the same way

In a service business: 

• production and consumption are completely separate.

• services can be inspected for quality before they are “consumed” by customers.

• other customers are part of the service product.

• customers never see the service “factory.”

A SWOT analysis is an analysis: 

• of a company’s internal and external environments, looking for strengths, weaknesses, opportunities, and threats

• used by manufacturing companies to determine whether they have the capacity to successfully provide parts to an assembly line or other assembly area “just in time.”

• that focuses on the intangibles involved when service companies attempt to provide excellent service to customers during “moments of truth.”

• that looks at a company’s ability to meet its financial obligations; it usually takes place at the beginning of each fiscal year.

At the Walt Disney Company, managers spend two days of employee orientation telling newly hired employees the history of the company, relating Walt Disney’s life story, and teaching new hires the Disney “language.” The reason they do this is to:   

• make sure Disney’s new employees know who Walt Disney is.

• teach new employees the corporate culture.

• entertain the new employees.

• weed out those employees who are bored by such information

If a restaurant offers the same amount of capacity no matter how high the demand, it is following a __________ strategy.   

• horizontal-market

• chased-capacity

• static-market

• level-capacity

Hotels and restaurants are “capacity-constrained” businesses. This means that:  

• they must manage both supply (production capacity) and demand

• their ability to grow is restricted because of their customers’ role in production.

• the number of customers they can serve is limited or “constrained” by such variables as the amount of staff, equipment, and seats or rooms they have.

• a and c are correct

 

Which of the following statements about providing good service is false?

• High turnover rates make it harder for a company to provide good service

• Companies that succeed create a service strategy for each market segment and stick to it

• Service-oriented companies look for ways to reduce the time customers or guests have to wait for service

• Companies that provide good service make sure their employees don't act like managers and try to solve problems on their own

 

Which of the following statements about staff turnover and service is true?  

• Staff turnover helps a business provide good service, because a constant flow of new people is beneficial.

• Since new employees tend to handle "moments of truth" with customers better than veteran employees, staff turnover helps companies provide good service.

• Staff turnover hurts a business's ability to provide good service.

• a and b

Disney’s four basic service priorities are: 

• fun, family, food, and fanfare (the Four F’s).

• opportunity, satisfaction, profits, and vision.

• safety, courtesy, show, and efficiency

• security, enjoyment, recreation, and repeat visitors (SERRV).