It is the aspect that refers to how it was delivered

It is the aspect that refers to what is delivered

These are the three dimensions of Service Quality, EXCEPT

Is the measuring and gathering of customer feedback

These are examples of how to gather customer feedbacks, EXCEPT

These are factors that contributes to service performance, EXCEPT

These guests are planning to book in a hotel they have not yet tried but has come to know about it through heavy advertisements

Satisfied clients of a travel agency who have experienced availing their services in booking international trips and now plans to book for a Cruise Travel package with the same agency

These guests have built product or service expectations because of their familiarity of the brand name

Guests that plan to dine in a newly opened restaurant that was recommended by a friend who already has a dining experience

Restaurant diners who repeatedly patronize the food of a certain restaurant

These guests are traveling from a different city on which shopping is number one in their itinerary

Guests flying out from Tokyo and Singapore for business appointments

Guests who prefer hotels with swimming pools for their kids to enjoy with

Guest who presides a two hours company meeting and stays overnight in a hotel

For them, fast internet connection is a must so that they can send emails and online business transactions easily

Guests who prefer accommodations that enable them to connect to multiple devices through WiFi

These guests wear comfy clothes fit for leisure activities

In Moments of Truth concept each guest may have only a few moments of truth during a single guest experience but each one needs to be negative

The distinguishing characteristics of most guest experiences is how the people providing the service did it

Service encounters or interactions are crucial importance to a guest’s evaluation of quality service; they can make or break the entire guest experience

Guest Expectation is therefore "the foundation or building block for customer satisfaction and service quality"

The only way to measure either quality or value is through subjective assessment technique by leaving out the customer

Guests who went to theme parks can take home souvenirs and the memory of the experience but cannot take home the services

This final step challenges everyone on the team to work together to bring the five prior concepts together.

He is the Father of Guestology

The study of guests and their behavior, their wants, needs, and expectations

A specialist in identifying how hospitality organizations can best respond to the needs, wants and expectations of their targeted guest markets

The official tagline for Disneyland

Is the process of selecting strategic price points to best take advantage of a product or service-based market relative to competition

Is a marketing strategy that strives to distinguish a company's products or services from the competition

These are examples of Responses, EXCEPT

The temperature, the smell, sounds, lights, signs, physical structure, furnishings, green space, open space, other people all combined create an overall, unified impression of the environment. It is the individual environmental factors add up for each guest

The ergonomic factors such as temperature, humidity, air quality, smell, sound, physical comfort and light affect the nature of the experience

Communicates information to the guest like signs are explicit physical representation of information that the organization thinks guests might want, need or expect to find

Designed to maximize each guest experience by managing the visual and auditory aspects of the setting

Is the process of designing and constructing an object or space so that “the particular subject or idea on which the style of something is based” is made clear

Every hospitality organization needs a road map to unite and focus the efforts of the organization’s member and get them prepared for the future that the organizational planners predict

Internal Assets includes reputation, human capital (employees), managerial capabilities, material resources, competitive advantages based on its technology, patents, brand names, copyrights, and customer loyalty

Guess the Brand Name: Starbucks

Guess the Brand name: Apple

Guess the Brand name: Nike

Guess the Brand name: Lazada

Guess the Brand name: Louis Vuitton

Guess the Brand name: Mc Donalds

It is the sum total of experience that the guest has with the service provider on a given occasion or set of occasions

Guess the Brand name: Philippine Airlines

Service is a type of an Intangible product

Services are consumed at the moment or during the Period of Production or Delivery