HTM/150 HTM150 HTM 150 WEEK 9 QUIZ 7

The key for planners to remember is that the _______ perceives the wait.

Which statement best describes another typical guest’s perception of waits?

When capacity is the best trade-off for both the guest and the facility, this is called a

What are the three characteristics that all waiting lines have?

Which of the following is NOT one of the four factors which planners should try to provide customers with when choosing a queue type for a given situation?

At a hotel, long lines pile up at check-in and check-out each day. What is the best strategy for handling those lines?

The more ______ the customer receives or expects to receive from the service, the more patiently the customer will wait.

A good illustration of a single-channel, multi-phase queue would be

Which of the following is NOT a factor planners must predict to manage lines?

If time and money permit, which strategy for dealing with large crowds of guests is preferable?

Which of the following is NOT an advantage of comment cards?

Which of the following is a major advantage of mystery shoppers?

Which evaluation technique is more apt to reveal guests smoking in a no-smoking section?

The best time to find out about service failures is

Which of the following is NOT a characteristic of a good service guarantee?

Which of the following is NOT necessary for managers to do to gain the benefits of job performance standards?

SERVQUAL measures the way customers perceive the quality of the service experiences in which five categories?

A primary advantage of management observation for measuring service quality is

The best evaluators are

Which of the following is an advantage of comment cards?