SQM Exam

Why is quality service important in hospitality and tourism?

• It ensures low costs

• It enhances customer satisfaction and loyalty

• It reduces employee turnover

• It eliminates competition

What is one key benefit of exceptional service quality?

• Higher operational costs

• Premium pricing

• Limited market growth

• Reduced employee performance

How can technology enhance service quality in tourism?

• By automating personalized guest experiences

• By reducing the need for customer feedback

• By eliminating the human element in services

• By standardizing all customer interactions

What is the critical outcome of consistent service excellence?

• Increased competition

• Positive emotional connections with guests

• Lower brand recognition

• Reduced focus on customer feedback

.A hotel experiencing service failure due to understaffing during peak season is an example of which factor?

• Employee attitude

• Customer behavior

• Poor staffing decisions by management

• Miscommunication

What is the main factor that differentiates businesses in the hospitality industry?

• Price of services

• Quality of service

• Number of employees

• Location of business

Which of the following best explains how service quality impacts brand reputation?

• It reduces marketing costs significantly.

• It creates trust and reliability among customers.

• It eliminates the need for staff training.

• It guarantees immediate market dominance.

Which tool can businesses use to measure service quality?

• Employee turnover rate

• Net Promoter Score (NPS)

• Supplier ratings

• Annual revenue reports

Why is service personalization important in tourism?

• It reduces operational complexity.

• It creates memorable customer experiences.

• It standardizes customer interactions.

• It minimizes employee involvement.

What is a challenge in maintaining high service quality in hospitality?

• Overinvestment in training programs

• Adapting to changing customer expectations

• Decreasing guest satisfaction

• Eliminating employee feedback