Service Excellence and Leadership Quiz

What is the primary measure of success for organizations in the tourism and hospitality industry?

• Employee satisfaction

• Profitability

• Service quality

• Customer feedback

Which of the following is NOT a dimension of service quality?

• Profitability

• Tangibility

• Empathy

• Reliability

What type of standards are based on non-quantifiable processes?

• Soft standards

• Performance standards

• Hard standards

• Quality standards

Which dimension of service quality involves being responsive to customer needs?

• Responsiveness

• Reliability

• Empathy

• Assurance

What does customer feedback help organizations to achieve?

• Increase costs

• Understand customer preferences

• Reduce employee training

• Limit service offerings

Which of the following is a strategy to improve service productivity?

• Increasing service costs

• Limiting customer interaction

• Utilizing technology and data analytics

• Reducing employee training

What is the main purpose of the Filipino Brand of Service Excellence (FBSE) program?

• To standardize Filipino hospitality

• To reduce costs in tourism

• To promote international tourism

• To limit local tourism

Which of the following is a characteristic of first-class firms?

• Innovativeness and excellence

• Strict adherence to procedures

• Focus on minimizing costs

• Limited customer interaction

What does 'Maka-maylikha' refer to in the context of Filipino hospitality?

• Advocating for environmental protection

• Promoting local goods

• Being hospitable and family-oriented

• Being honest and truthful

Which of the following dimensions of service quality emphasizes the ability to communicate guaranteed quality?

• Empathy

• Tangibility

• Reliability

• Assurance