Question Details

The service delivery system is customarily made up of



	1.	In the hospitality field, quality and value can be defined only by the
a.	organization.
b.	economy.
c.	culture.
d.	guest.



	2.	The service experience consists of
a.	the service product.
b.	the service setting.
c.	the service-delivery system.
d.	all of the above.



	3.	The service delivery system is customarily made up of
a.	human components.
b.	physical production processes.
c.	organizational information systems.
d.	all of the above.



	4.	Guestology can be best defined as
a.	stories about good experiences of hospitality guests.
b.	the scientific study of how guests behave in hospitality organizations.
c.	the art of treating customers like guests.
d.	empowering guests to provide their own service.



	5.	The principles of guestology can be applied appropriately to
a.	internal customers.
b.	external customers.
c.	both internal and external customers.
d.	neither internal nor external customers.




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