Which of the following statement is not the definition of product?

It is the standard of something as measured against other things of a similar

kind.

It is being defined as being suitable for its intended purpose while satisfying customer expectations

This includes the systems and infrastructure and created to organize delivery of the service.

The hospitality customer goes through many interactions with employees in the creation and delivery of a hospitality experience

Which of the following that best example of adventure tourism?

Which of the following is not example of resort?

It is the extent to which the service fulfills the needs or expectations of the customers or conceptualized it as the overall impression of customers as regards the weakness or excellence of the service.

What do you call to customer perception of the overall quality or superiority of a product or service with respect to its intended purpose, relative to alternatives?

What year that the SERVQUAL by some American scholars like A. Parasuraman, V.A Zeithaml, and L.L. Berry?

Select which of the following is not included in dimension of service quality?

This dimension is a measure of how reliable our customers perceive us to be.

What type of dimension that show care and individual attention given to customer?

What do you call in showing politeness, respect, consideration and friendliness of contact staff?

It is freedom from danger, risk or doubt.

This refer to the spacer between “where we are” and “where we want to be.

Which of the following is not included in GAP 1?

It is when promise made do not match actual delivery inadequate horizontal communication between departments or services a propensity to overpromise.

This refer to the activities and actions of companies and organizations take to reduce the number of customer defections.

It is one of many way that a product or service can compete in the marketplace.

What do you call in spreading the word about a product or service through business existing customers, rather than traditional advertising?

It is the standard of something as measured against other things of a similar kind.

Which of the following statement that best describe the TQM?

Which of the following is not included in 4Ps of total quality management?

This describe your marketing strategy and it mainly influences brand recognition and sales.

It is a type of cost quality that cost associated with defects found after the customer receive the product or service.

What type of cost quality that cost incurred to determine the degree of conformance to quality requirements?

Which of the following is not included in additional features of Service Quality?

Who develop the basic tools of quality?

What is the other term for 80/20 rule?

This quality tool also know as fish bone

It is a type of chart used to analyze processes according to time or order.

What is the meaning of SPC?

How many students are enrolled in Quality Service Management in Tourism and Hospitality?

Quality in the tourism and hospitality industry involves consistent delivery of products and guest services according to expected standards.

The product/service is seen as a set of features that enhance customer satisfaction.

Assurance is the physical appearance of personnel, facilities and equipment.

Showing concern when interacting with guest is sample of empathy

Gap 3: the wrong service quality.

Gap 3: the service performance gap.

A happy employee is a productive employee.

Word of mount is a sample of reduction of costs.

Reliability refers to the core features and characteristics of a product.

Functionality refer to the core features and characteristics of a product.

Maintainability refer to the ease with which a product can be maintained in the original condition.

Usability is applicable to most products.

Joseph Juran developed the basic tools of quality

Scatter diagram is also known as Ishikawa diagram

SOP is a roadmap for how to resolve issues in the company.