HTM/150 HTM150 HTM 150 WEEK 10 QUIZ 8

HTM 150 WEEK 10 QUIZ 8

  • Question 1
   
 

The most basic way to find out if there is a service problem is to

      
   
   
     
  • Question 2
   
 

If a guest complaint is resolved on the spot, the probability of getting future business from that guest is said to be about

      
   
   
     
  • Question 3
   
 

The organization’s attempt to make right or compensate for a service failure is called

      
   
   
     
  • Question 4
   
 

Which of the following are the four dimensions of justice?

      
   
   
     
  • Question 5
   
 

According to the research, customers who had bad experiences told approximately

      
   
   
     
  • Question 6
   
 

How the recovery is handled

      
   
   
     
  • Question 7
   
 

The important lesson that justice theory teaches is that

      
   
   
     
  • Question 8
   
 

A dissatisfied guest can do any of the following. From the organization’s perspective, which is WORST?

      
   
   
     
  • Question 9
   
 

Unhappy customers are ______ as likely to spread negative word of mouth as happy ones are to spread positive word of mouth.

      
   
   
     
  • Question 10
   
 

Which of the following is an essential characteristic of a good recovery strategy?

      
   
   
     

 

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