Quality Service Management Prelims

Which of the following is NOT a key component of Quality Management?

• Quality Marketing

• Quality Control

• Quality Improvement

• Quality Planning

What is the purpose of Quality Assurance?

• To reduce customer feedback

• To increase product prices

• To ensure reliability in achieving outcomes

• To eliminate all employees

Which of the following best defines hospitality?

• The act of managing finances

• The process of manufacturing goods

• The study of environmental science

• The service industry focused on customer satisfaction

What does Quality Control involve?

• Marketing strategies

• Increasing employee salaries

• Detecting and reducing errors

• Planning new services

What is the first step in Quality Planning?

• Identifying quality standards

• Reducing costs

• Training employees

• Marketing products

What is the main focus of the hospitality industry?

• Manufacturing goods

• Providing services to customers

• Conducting research

• Developing technology

Which of the following is NOT a key component of Quality Management?

• Quality Planning

• Quality Promotion

• Quality Control

• Quality Assurance

What is the definition of quality in the hospitality industry?

• The ability to attract more customers

• The consistent delivery of products and guest services according to expected standards

• Providing luxury experiences only

• Ensuring employees follow strict rules

Why is quality important in the hospitality and tourism industry?

• It leads to cost reduction

• It ensures better employee retention

• It enhances customer satisfaction

• It increases the number of hotel rooms

Which of the following is NOT a component of quality in the hospitality industry?

• Considering the guests being served

• Determining what the guests desire

• Reducing customer expectations

• Evaluating and modifying service delivery systems