THC3 - Quiz #2

1. What is the primary focus of guestology?

• Financial management in hospitality

• Understanding guest behaviors and expectations

• Hotel room maintenance

• Restaurant menu planning

Which of the following best describes a guestologist?

• A financial analyst in the hospitality industry

• A hotel maintenance supervisor

• A professional who analyzes guest behavior and designs experiences

• A restaurant critic

How do customer expectations evolve?

• They remain constant over time

• They are influenced only by marketing

• They change based on past experiences, word-of-mouth, and marketing

• They are solely determined by price

What are the three types of customer expectations discussed?

• Primary, secondary, and tertiary

• Basic, performance, and excellence

• Explicit, implicit, and dynamic

• Standard, premium, and luxury

Which type of customer is characterized by consistent patronage and brand advocacy?

• Impulse customers

• Wandering customers

• Bargain seekers

• Loyal customers

What distinguishes guests from customers in the hospitality context?

• Guests pay more for products

• Guests receive emphasis on comfort and care

• Guests stay for shorter periods

• Guests require less attention

What are the key dimensions of service quality?

• Price, location, size, and amenities

• Speed, efficiency, cost, and value

• Reliability, responsiveness, assurance, empathy, and tangibles

• Technology, innovation, design, and sustainability

How is value defined from a customer's perspective?

• The total cost of services

• Benefits received compared to costs incurred

• The quality of physical facilities

• The number of services offered

What is the service-profit chain?

• A financial management system

• A supply chain process

• A link between employee satisfaction and customer loyalty

• A marketing strategy

Which customer type is primarily motivated by deals and discounts?

• Loyal customers

• Need-based customers

• Bargain seekers

• Wandering customers