HTM Unit 4

First and foremost, which needs are guests motivated to meet?

• Esteem and love

• Love and belonging

• Self-actualization and esteem

• Physiological and safety

What does Maslow’s Hierarchy of Needs explain?

• The need for respect and love

• The needs and motivations of people

• The desire for people to be accepted

• The foundation of one’s desire to be loved

Which is an example of meeting a physiological need?

• Love

• Acceptance

• Shelter

• Education

Owen, a college student, is given four tickets to a sold-out concert. Which need is the student fulfilling?

• Safety

• Esteem

• Physiological

• Self-actualization

Which is an example of secondary research?

• Interview

• Focus group

• Survey

• Published report

Junior is a restaurant owner who works 12 hours every day of the week wants to have more time for friends and family. Which need is he exhibiting?

• Safety

• Love and belonging

• Esteem

• Self-actualization

Austin’s Coffee Shop is conducting a series of focus groups with local residents to determine possibilities for future expansion. They are also doing one-on-one interviews with local business owners. These are examples of

• moments of truth.

• primary research.

• secondary research.

• service recovery.

Self-awareness, self-regulation, social skills, empathy, and motivation are components of

• emotional intelligence.

• the hierarchy of needs.

• secondary research.

• self-actualization.

The component of emotional intelligence that considers the feelings of others is

• self-awareness.

• empathy.

• motivation.

• self-regulation.

When is a guest experience “seamless?”

• When guests share comments about a property

• When one guest departs and another arrives

• When guests return to the same property

• When guests do not experience interruptions or issues