Quality Management Quiz 1

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

• Service offering
• Service bundle
• Service Product

• Service solution

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

• Hotel front desk officer

• Customer feedback
• Service infrastructure
• Service technology

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

• Peter Drucker
• Philip Kotler
• Jan Carlzon
• Tom Peters

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

• Intangibility
• Inseparability
• Tangibility
• Variability

8. Guests often build expectations based on?

• Previous experiences and marketing materials.
• Social media trends and influencers.
• All of the above

• Peer recommendations and reviews.

9. 9. If an organization over-delivers hospitality, it may?

• reduce service costs
• create unrealistic customer expectations
• increase customer loyalty
• improve employee satisfaction

10. Who said, “Listen to your customers, they’ll tell you what to do”?

• Larry Page
• Sundar Pichai
• Bill Gates
• Norman Brinker