Deck 24: Tourism: Complaint Handling, Planning, and Evaluation

Question 1

Positive Tips for staff handling complaints from tourists include the following advice. Select the statement which is incorrect.

A)Take ownership for solving the problem
B)Do maintain positive eye contact with the complainant
C)Challenge colleagues in front of visitors to ensure you solve the problem
D)Listen carefully and allow the tourist to speak

Answer 1

Challenge colleagues in front of visitors to ensure you solve the problem

Question 2

In which country in Africa did Harilal et al (2018) indicate that there were no policy guidelines for guiding tourism as a growth sector?

A)Zambia
B)Zanzibar
C)Cameroon
D)Ivory Coast

Answer 2

Cameroon

Question 3

Which of the following is not a principal activity of management?

A)Organising
B)Development
C)Leading
D)Controlling

Answer 3

Development

Question 4

In which country did Shakeela and Weaver (2018) observe local people were excluded from the tourism planning process?

A)Seychelles
B)Maldives
C)Cameroon
D)South Africa

Question 5

The problems which tourism in Zanzibar causes include:

A)High youth employment
B)Enclaves of wealth
C)Water consumption and access issues
D)Waste disposal

Question 6

Ryan examined the aspects of the tourist experience. Select the odd one out from the following statements.

A)The tourist experience involves an emotional attachment
B)The tourist experience involves manipulative processes which are part of the holiday experience
C)Tourists have a desire for meaningless experiences
D)Holidays have a structure to them

Question 7

Factors that directly contribute to tourist satisfaction include:

A)Government policies
B)Safety
C)Climate
D)Traffic

Question 8

Which of these is not a concepts used to evaluate the tourist experience?

A)The destination image created by the DMO
B)Theories of liminality
C)Tourist mobility
D)The tourist gaze

Question 9

In the acronym ASEB, what do the letters stand for? Select the word which is incorrect.

A)Activities
B)Setting
C)Bimodal
D)Experiences

Question 10

The acronym SWOT stands for? Select the word which is incorrect.

A)Strength
B)Tourism
C)Opportunity
D)Weakness