Deck 3: Delivering Quality Tourism Services

Question 1

An example of a facilitating good would be ________.

A) brochures
B) concierge services
C) information from a front office clerk
D) service upgrades

Answer 1

brochures

Question 2

All of the following can serve as definitions of quality EXCEPT ________.

A) objective measures of certain attributes or ingredients
B) subjective perceptions of excellence
C) descriptions of services offered
D) perceived value of services

Answer 2

descriptions of services offered

Question 3

When services are considered as theater, which of the following would be performed backstage?

A) reception/host/hostess
B) valet parking
C) food servers
D) food preparation

Answer 3

food preparation

Question 4

Which of the following options can NOT be classified under the "five service quality Dimensions?"

A) empathy
B) tangibles
C) expectations
D) reliability

Question 5

Which of the following statements does NOT pertain to customers who are highly satisfied?

A) They become more valuable customers
B) They are likely to purchase again and spend more in the future
C) They pay more attention to competitors' ads than dissatisfied customers
D) They tell more people about their experiences than just satisfied customers

Question 6

A learning organization could be described by all of the following statements EXCEPT ________.

A) a workplace environment fostering motivation is encouraged
B) employee participation is encouraged
C) an executive team is held accountable for organizational success
D) employee innovation is encouraged

Question 7

All of the following management methods are used to ensure high-quality service EXCEPT ________.

A) frequently interacting with customers
B) reducing the number of management levels
C) regularly surveying customers
D) ignoring front-line employee opinion

Question 8

When you need help remembering the problem-solving steps, just LAUGH, which means ________.

A) Listen, Acknowledge, Understand, Go Forward, Hold Temper
B) Listen, Acknowledge, Understand, Get Ready, Handle Hostilities
C) Listen, Acknowledge, Understand, Give solutions, Hit Home
D) Listen, Acknowledge, Understand, Greet, Host Guests

Question 9

Which of the following is NOT a necessary component of a service guarantee?

A) The guarantee should be unconditional
B) The guarantee should be easy to understand
C) The guarantee should provide leeway for management to save money
D) The guarantee should be meaningful

Question 10

Which of the following options is NOT a part of the Service Quality Model?

A) loyalty
B) satisfaction level
C) perceived service quality
D) expected service

Question 11

In the tourism industry, which of the following words is inseparable with the word "quality"?

A) friendliness
B) responsiveness
C) courtesy
D) hospitality

Question 12

Which of the following is NOT a benefit of providing high-quality services?

A) ability to increase market share
B) ability to charge higher prices
C) ability to reduce marketing expenditures
D) ability to generate brand-loyal
Customers

Question 13

Services are ________.

A) tangible
B) not perishable
C) easy to inventory
D) actions performed on behalf of a customer

Question 14

The physical aspects of services that we can see and with which we interact are called ________.

A) tangibles
B) responsiveness
C) empathy
D) assurances

Question 15

Which of the following is NOT a primary function of the human resources department?

A) creating an environment where customer satisfaction can be measured and achieved
B) implementing best practices through effective recruitment, selection, training, retention, and team-building programs
C) remaining focused on price, market share, and cost savings strategies
D) ensuring clear communication of an organization's vision and programs designed to generate and reward desired employee behaviors

Question 16

Which of the following would NOT be considered one of the management methods that ensures high-quality service?

A) the learning and understanding of customer wants
B) taking on the role of a boss and not that of a coach
C) the emphasizing of team goals
D) the selecting and training of the right team

Question 17

"Turning the guest's frown upside down" is called ________.

A) positive break
B) service encounter
C) "do it right the first time" spirit
D) service recovery

Question 18

Which of the following is NOT a common negative break in service supported by research findings?

A) inattention or rudeness
B) suggestion for a place to dine by a front desk clerk
C) failure in the core service
D) unwillingness to accommodate a customer's special needs

Question 19

The acronym TIPS stands for ________.

A) To Incentivize Paid Staff
B) To Include Payment Security
C) To Insure Prompt Service
D) To Invest Per Sale

Question 20

All of the following are areas that align with the concept of theater in which customers judge their dining experiences EXCEPT?

A) functional
B) humanistic
C) dramatic
D) mechanic

Question 21

When a water park host suggest you might need to reapply your sunscreen he is providing service is which dimension?

A) responsiveness
B) empathy
C) assurance
D) reliability

Question 22

Facilitating goods are tangible items that support or accompany the service being provided.

Question 23

Quality is only subjective in nature.

Question 24

Tourism services perish or lose their value with the passage of time.

Question 25

Quality assurance does not depend on the services provided by each one of the multiple tourism suppliers.

Question 26

When customers perceive a company's product as superior in quality, they are willing to pay higher prices.

Question 27

Surveys have shown that customers will return if the food is mediocre but the service is great.

Question 28

Reliability is the warm, fuzzy piece of service quality.

Question 29

Empathy describes the faith we have in service personnel to perform their tasks as trained.

Question 30

Learning organizations are dedicated to continuous improvement and organizational effectiveness.

Question 31

Employees who are trained to follow policies strictly may find it difficult to empathize with customers and meet their needs.

Question 32

Turnover decreases when employees are able to make decisions without constantly checking with a supervisor.

Question 33

Research shows that positive breaks from service scripts lead to highly memorable and highly satisfying service encounters.

Question 34

The customer's level of satisfaction is influenced by the comparison of expected quality to actual perceived quality.

Question 35

Quality in services can be specifically defined and measured.

Question 36

Interactions between service employees and customers are called service encounters.

Question 37

Assurance refers to employees' willingness to help customers and their promptness in providing service.

Question 38

Human resource departments are also called human capital departments.

Question 39

Recognizing individual efforts that lead to team success promotes employee involvement and commitment.

Question 40

People are more consistent than machines.

Question 41

Labor costs are considerable in many service organizations and can exceed 70% of operating costs.

Question 42

A customer is more likely to return to a property if the product is mediocre but they have great service, compared to a customer who experiences a great product and bad service.

Question 43

First class airfares can be five times as expensive as coach tickets.

Question 44

Flight attendants are considered the first "ambassador" of a city.

Question 45

Globalization has caused the need for diversity training and education to decrease.

Question 46

Breaks in the script are always a negative experience for the customer.

Question 47

Mistakes are inevitable in tourism businesses.