HTM/150 HTM150 HTM 150 WEEK 11 FINAL EXAM

An unhappy guest telling an employee that the employee is not providing the service properly is performing a

The more ________ guests are regarding the organization, the more qualified they are to provide technical feedback.

In most hospitality experiences, a guest will

Co-producing guests do NOT typically serve as

Thinking of guests as quasi-employees means that the hospitality organization must

DSS stands for

RFID stands for

In the food service industry, information systems can help manage all of the following EXCEPT

An effective strategy for increasing the information flow is to

An effective way to add value to the guest experience is to

A fishbone diagram facilitates which type of analysis?

Which of the following is NOT an example of a simulation?

A simulation is

Juran’s quality trilogy consists of

Which of the following is NOT an advantage of cross-functional project and matrix?

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

Which statement best describes the typical guest’s response to waiting?

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

Which of the following is NOT true about managing the perception of the wait?

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

What do methods and techniques for monitoring and assessing the quality of the service experience being delivered NOT depend on?

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

Job performance standards are

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

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

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

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

Informational justice refers to guest satisfaction with the

The company’s worst-case scenario from a service failure is that the guest will become a/an

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

Having a strong service-oriented culture is critical because it

Successfully determining and providing for the key drivers comes about through

Those who deliver the service product have three responsibilities in the guest experience: They deliver the service product, they manage the quality of the encounters, and they

The outstanding service organizations are constantly seeking new ways to wow their guests because

A particular challenge of the hospitality industry is