quality 8

What is the primary benefit of guest involvement in service innovation?

• Increased labor costs

• Co-creation of value

• Limited service options

• Reduced customer satisfaction

Which role do customers play when they contribute time and effort in service production?

• Customers as service critics

• Customers as passive observers

• Customers as extended employees

• Customers as competitors

What is a potential downside of customers acting as extended employees?

• Improved service quality

• Higher productivity

• Increased customer satisfaction

• Lack of apparent benefits

How can customer feedback contribute to service quality?

• By providing insights for improvement

• By increasing costs

• By reducing customer involvement

• By complicating the service process

What is self-service technology (SST)?

• Technology that eliminates customer participation

• Technology allowing customers to produce services independently

• Technology used only in restaurants

• Technology that requires employee interaction

Which of the following is an example of self-service technology in the accommodation sector?

• Self-service kiosks in hotel lobbies

• Online travel agencies

• Traditional check-in desks

• Concierge services

What advantage does SST provide regarding transaction speed?

• Limited access

• Faster transactions

• Increased complexity

• Slower transactions

What is a disadvantage of self-service technology?

• Lower operational costs

• Convenience for customers

• Machine failure or breakdown

• Increased customer control

How does SST impact customer control over their transactions?

• Decreases transaction speed

• Limits customer engagement

• Increases options for personalization

• Reduces options for decision-making

What is a common reason customers may resist using SST?

• Desire for faster service

• Preference for personal interaction

• High adaptability to technology

• Interest in self-service options