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Quality Management Quiz 1

Authored by maldryn joy dela cruz

Hospitality and Catering

University

Used 4+ times

Quality Management Quiz 1
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25 questions

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1.

MULTIPLE CHOICE QUESTION

45 sec • 2 pts

1. Which of the following is also called the service package or service mix?

Service offering
Service bundle

Service Product

Service solution

2.

MULTIPLE CHOICE QUESTION

45 sec • 2 pts

2. The term servicescape refers to?

The emotional response of customers to a service.
The marketing techniques used in service delivery.
The physical environment of a service setting.
The pricing strategy of a service provider.

3.

MULTIPLE CHOICE QUESTION

45 sec • 2 pts

3. Which of the following is a human component of the service delivery system?

Hotel front desk officer

Customer feedback
Service infrastructure
Service technology

4.

MULTIPLE CHOICE QUESTION

45 sec • 2 pts

4. “The heart of a service is the encounter between the server and the guest.” This refers to?

The importance of restaurant decor.
The service encounter between server and guest.
The relationship between guests and other guests.
The role of the server in food preparation.

5.

MULTIPLE CHOICE QUESTION

45 sec • 2 pts

5.The concept of “moments of truth” was introduced by?

Peter Drucker
Philip Kotler
Jan Carlzon
Tom Peters

6.

MULTIPLE CHOICE QUESTION

45 sec • 2 pts

6. The “first fifteen seconds” in guest interaction is important because?

They are irrelevant to the overall service.
They only matter for returning customers.
They are a formality and can be ignored.

It creates the first impression

7.

MULTIPLE CHOICE QUESTION

45 sec • 2 pts

7. Which of the following is NOT a characteristic of services?

Intangibility
Inseparability
Tangibility
Variability

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