WorksheetsQSM
Total questions: 40
Worksheet time: 25mins
Planned training program
Development
Training
Training Plan
Develop skills through instruction and practical activities
Training Plan
Training
Development
Concerned with gaining knowledge of the overall growth
Development
Training
Employee motivation
Service Delivery System
Motivates employee to strive toward completing a job
Extrinsic Motivation
Employee Motivation
Service Culture
Intrinsic Motivation
Dedication, enthusiasm, and creativity
Service Culture
Fear motivation
Employee empowerment
Employee Motivation
Values, beliefs, norms, and practices
Service Culture
Tangibles
Intrinsic Motivation
Reliability
Encourages employees to participate in training and seminars
Eployee Engagement
Responsiveness
Culture
Service Quality
Was done after the customer satisfaction with the service you gave
Service System
Service Delivery System
Employee Motivation
Competence Motivation
Cause-and-effect diagram
Fishbone Analysis
SWOT analysis
Blueprint
Responsiveness
When the customer is delighted with the service given, they will be thrilled
Service Culture
Service Quality Assurance
Cstomer Satisfaction
Service System
Responding to the customers base's request
Tangibles
Assurance
Responsiveness
Reliability
A marketing tool that service firms have increasingly used to reduce customer risk
Service Guarantee
Physical Evidence
Service Quality
Cuetomer Action
Ability to perform the desired service dependably
Assurance
Tangibles
Reliability
Emphaty
Describe internal staff motivation
Intrinsic Motivation
Extrinsic Motivatio
None of the Above
The desire to be excellent at something
Fear Motivation
Attitide Motivation
Competence Motivatio
Key element of service delivery system, the overall service management performances
Service Delivery System
Service Quality
Service Assurance
Serve as the basis for developing a blueprint
Model
Physical Evidence
Blueprint
Customer Action
Consumers percieve to be high risk
Tangibles
Assurance
Reliability
Emphaty
Section of blueprinting that includes customer Evaluation
Customer Action
Physical Evidence
Blueprint
Physical facilities, the surrounding environment
Tangibles
Responsiveness
Environment
Aim of improving knowledge and skill to face future challenges
Development
Training
Improving knowledge and skill that are needed to perform their existing jobs
Development
Training
Implementing lesrned sessions
Development
Training
Narrow scope
Development
Training
Wider scope
Development
Training
Initiatives, result outside motivation
Development
Training
Prepares individuals for future job
Development
Training
Process of increasing knowledge and skills
Development
Training
Career-orentied process
Development
Training
Job-oriented process
Development
Training
Modified TRUE or FALSE
Planning the Service Delivery System encompasses all elements of the service experience, including the service preoduct, service management, and service delivery system
(a)
Modified TRUE or FALSE
A person is coerced into doing against their will when they are motivated by feat
(a)
Modified TRUE or FALSE
Every hospitality and tourism business primary aim are to minimize profits while simultaneously increasing productivity
(a)
Modified TRUE or FALSE
Design phase involves facilitator or teacher training, validation of anticipated learning outcomes
(a)
Investing in the development of your staff is critical to maintaining a high level of visitor satisfaction over time
(a)
Modified TRUE or FALSE
Service Environment entsils having emoloyees that are well trained and motivated to offer excellent customer service
(a)
Modified TRUE or FALSE
Motivation is a mediator between the design and execution phases of the service excellence paradigm
(a)
Modified TRUE or FALSE
Managers who are trained in monitoring customer interactions and comparing them to quality standards are more likely to be ignorant or biased
(a)
Modified TRUE or FALSE
The amount to which tssk processes are pre-established in the service delivery system is defined as the degree of process identification, snd this choice will impact employee empowerment
(a)
Modified TRUE or FALSE
When employees are motivated to achieve the company's goals, productivity in the organization suffers.
(a)
