HRM 136 P1 SUMMATIVE QUIZ

Physical Facilities, Staffs and Environment are the three dimensions of quality service. The goal of the customer satisfaction model is to achieve “Customer Loyalty”.

• A.

  The first statement is correct and the second statement is incorrect.

• B.

  The first statement is incorrect and the second statement is correct.

• C.

  Both statements are correct.

• D.

  Both statements are incorrect.

This is Disney’s term for employees.

• WORKERS

• CASTS

• PARTNERS

• EMPLOYEES

Guest Experience is any set of behaviors or actions that individuals anticipate when interacting with a company.

• FALSE

• TRUE

• IDK

It means that all the organization's employees must treat customers like guests and manage the organization from the guest's point of view “POV”. (ANSWER IN ALL CAPS)

Service is the tangible part of a transaction relationship that creates value between a provider organization and its customer.

• FACT

• BLUFF

• NOT SURE

The seven (7) Components of Organizational Culture are: Beliefs, Values, Norms In Understanding, Norms in Appearance, Folkways and Mores, Laws, and ______.

Human capital, logos, and brand names are examples of internal assets.

• FACT

• BLUFF

• TAIWAN KO SAYO.

1. There are four (4) components to Quality Service; Service Strategy, Service Performance, Service Tip, and Customer Results.

• FACT

• BLUFF

• DI KO KNOWS

Kiosk and ATM are examples of face to face interactions. Moment of truths refer to the key moments during the interactions.

• The first statement is correct and the second statement is incorrect.

• The first statement is incorrect and the second statement is correct.

• Both statements are correct.

• Both statements are incorrect.

 The father of Guestology.

• WAITER ELIAS DISNEY

• DISNEYLAND WALTERS

• WALTERS ELIAS DISNEY

• DISNEY, WALTER ELIAS