THC3 - 2nd Major Examination

What is the primary focus of Guestology?

• Financial management in hospitality

• Employee training programs

• Understanding guest behaviors and expectations

• Hotel infrastructure development

Which of the following best describes a Guestologist?

• A financial analyst in the hospitality industry

• A professional who specializes in analyzing guest behavior

• A hotel maintenance supervisor

• A marketing specialist

How do customer expectations evolve?

• They remain constant over time

• They are influenced only by marketing

• They are shaped by past experiences, word-of-mouth, and marketing

• They are determined solely by price points

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 customer type is characterized by consistent patronage and brand advocacy?

• Impulse customers

• Wandering customers

• Bargain seekers

• Loyal customers

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 are the key dimensions of service quality?

• Price, location, and amenities

• Speed, efficiency, and cost

• Reliability, responsiveness, assurance, empathy, and tangibles

• Technology, innovation, and design

Which customer type is primarily focused on efficiency and convenience?

• Leisure travelers

• Business travelers

• Group travelers

• Bargain seekers

What is the Service-Profit Chain primarily about?

• Financial transactions

• Supply chain management

• Marketing strategies

• Link between employee satisfaction and customer loyalty

How has Guestology evolved over time?

• From guest-centric to product-centric approaches

• From product-centric to guest-centric approaches

• From technology-focused to finance-focused approaches

• From marketing-focused to maintenance-focused approaches