NEW
Font size
WorksheetsQuality Service - Quiz 2
Total questions: 15
Worksheet time: 11mins
Universal Studios in Singapore is an example of ___________.
tourism.
theme park.
attraction.
tourist destination.
Why 'human resource' is a big challenge in the hospitality industry?
They are expected to deliver the same quality of service.
They are human beings.
They have different skills.
They have different assignments.
Khun Ajitra was hired in a 5-star hotel as guestologist. She should be aware of the following elements of guestology except _______.
giving guests what they want and expect, plus a little bit more.
starting with the guest.
managing the organization from the guest’s point of view.
offering what the organisation wants to do in satisfying the guest.
Service quality is difficult to measure, manage and is very subjective. Generally, who defines quality?
management
internal customers
external customers
staff
Which of the following shows the heterogeneous nature of the hospitality products?
Different service standard from various providers.
Unsold seats of an airline due to low demand.
Instability of demands due to uncontrollable factors.
Inability to test the product before purchasing.
What is the possible result of the perishability of the hospitality products?
lack of coordination
inconsistency of the products
cross-training of employees
fluctuation of prices
A lack of uniformity describes the _________ of the hospitality product
heterogeneity
inseparability
intangibility
perishability
Service is difficult to evaluate before the experience. Service providers exert effort to tangibilize the intangibility. Which of the following does not support this strategy?
creating a strong word-of-mouth
establishing a good business image
engaging in customer feedback
lowering the price
It refers to the sum total of the experience that the guest has with the service provider on a given occasion or set of occasions.
Guest experience
Guest satisfaction
Guest comfort
Guest demand
Which of the following refers to the negative impression during the interaction?
moment of truth
moment of magic
moment of misery
moment in time
Which of the following refers to the environment that contributes to the guest's experience?
service delivery
service setting
service product
service quality
Ideally guest experience will make the guest say, or at least think, WOW! Which of the following is the basic equation of customer experience
Service delivery + product = customer satisfaction
Guest experience = Service product + service setting + service delivery system
Guest experience = product + service system + price setting
Guest experience = Services + setting + overall opinion
Which of the following best describes the aggregability of the tourism products?
Ensuring satisfaction to the tourists
Maintaining demand at an average level
Controlling prices during the low season
Forming one product from different suppliers
Hospitality products must be sold in a day, otherwise it will not be able to yield income. This is a result of __________.
product consistency.
product perishability
product intangibility
product inseparability
Khun Jitrapun is a flight attendant of XYZ Airline. As a flight attendant, she is considered as a _________.
asset
external customer
guest.
internal customer
