HMD 120 FINAL

Motivating hospitality employees is understood to be challenging. Which reason below is not one of the generally recognized challenges?

Need to wear uncomfortable uniforms

According to SERVPERF model the three sub-dimensions for outcome quality are

None of the above

Which of the statements is true about the service quality?

None of the above

An Independent hotel is

Not affiliated with a parent company.

Explain the meaning of Crosby's statement - 'quality is free'. Do you agree or disagree and why?

Quality is free means that the presence of bad quality is more expensive since you have to compensate to fix the lack of quality. I agree with this statement, as to give the absolute best quality to your customers a guest is essential.

Represents the service provider's ability to perform service dependably and accurately.

Reliability

Represents the willingness to help customers and provide prompt service in a timely manner.

Responsiveness

Hotel ADR is calculated using this equation.

Revenue/Demand

What is meant by the term 'value cocreation'? What are some management implications for cocreation?

Value cocreation implies that value is created at the same time as production and consumption. The organization, employees, and customers as co-responsible for value creation.

Services can be ______.

none of the responses are correct

Service expenditures account for approximately ______ of household expenditures.

one-half (1/2)

Managing supply and demand helps reduce implications of

perishability

Which one of the following statements is true?

primary needs are fulfilled through core services

'Multiple consumption' construct relates to an idea of

service is consumed by more than one person simultaneously

How the employee delivers the service can be referred to as

the moment of truth functional quality

Which of the statements is true for bundles?

they include core and peripherals; they may include tangibles and intangibles; they can help the firm to serve different customer groups; they can help a company distinguish itself from the competition

Servitization means

using service offers to add value to the core product

Vision statements are future-based.

True

Involves the caring personal attention that the company offers its customers.

Empathy

Empowering service employees is important because

Employees must be able to act on the spot to serve customers better

An example of 'Customer Delight' is a clean hotel room.

False

Critical-incident technique (CIT) analyzes only negative customer experiences.

False

Differential pricing schemes is a key solution to minimize the impact of heterogeneity.

False

Emotional labor is also referred to as mental labor.

False

Groupthink is a positive attribute for teams.

False

Hiring for Attitude is an old concept that is not widely used in current recruitment and hiring practices.

False

Leadership is a trait or characteristic.

False

Managers are automatically leaders.

False

Occupancy is defined as the number of rooms available in your hotel

False

Outer Theatre and Inner Theatre refers in hospitality to the Front of the House and Back of the House.

False

Services are primarily tangible.

False

The cascade phenomenon relates only to negative experiences.

False

In hotels GOP means

Gross Operating Profit

Which of the statements is true?

Guarantees, recovery and empowerment are highly dependent on the integral 'service system'

Relationship-based, long-term, consensual intervention to nurture a person at work or in life.

Mentoring

Personal-based intervention where insight and skills are acquired.

Counseling

A limitation of focus group research is the moderator/researcher has less control over the data produced than other collection methods.

True

What is the conceptual difference between 'service' and 'services'?

'service' is an act, while 'services' are the means

A service guarantee can be an effective strategy for gaining customer feedback.

True

It is easier to cap labor costs in the select service hotel model.

True

Organizational culture is an important concept for service organizations because it provides clues about behavior 'norms'.

True

A Chain Management hotel is

A chain hotel managed and/or owned by the chain or parent company.

A Franchise is

A chain hotel run by a third party.

Employees are called customer 'advocates' when

A personal relationship with the customer becomes established

The service system is comprised of

All of the above

Which statement about the 'people' factor in marketing of service is true?

All of the above

Effective feedback communications systems means

All of the responses are correct

What is the uniqueness of service blueprinting?

All of the responses are correct

Within the scope of relationship marketing, the successful service firm will have a number of stakeholders including

All responses are accurate

An effective service guarantee system benefits

All responses are correct

Customers choose not to complain because

All responses are correct

Some of the reasons that employees are so important to successful service organizations include

All responses are correct

Successful service companies recognize that the marketing function needs to be

All responses are correct

Support for service guarantee is based on the fact that service cannot be

All responses are correct

The main reason why service firms fail customers is

All responses are correct

The major shift in management focus of leading service firms emphasized that

All responses are correct

The success of service marketing strategies depends on

All responses are correct

Which statement about the service process is true?

All responses are correct

Why should customer-to-customer communication also be carefully managed?

All responses are correct

Which of the following recovery strategies will be the most efficient?

Apology, correction and managerial follow-up

Reflect the knowledge and courtesy of employees and their ability to inspire trust and confidence in the customer.

Assurances

Where does the blueprinting method fit into the marketing mix concept?

Blueprinting fits into the marketing mix with the product and service itself and the promotion. Blueprinting is a well thought out plan and diagnostic system that looks into how well the service was done and what could have been done better. By promoting word of mouth creates a cascade effect, as well as the service standards themselves.

Data-driven intervention that is present moment focused and uses structured conversations for positive change.

Coaching

What are core and peripheral services? How is this related to the concept of value adding? Use an example to answer the question.

Core services are the expected things from a purchased product. Peripheral services are the unexpected things that are good and that make a difference with competitors and builds cliental with the customer. In hospitality, we are also trying to add value. For example, if a customer comes into a Las Vegas hotel and purchases a room, they will expect a bed and a place to shower. What could be unexpected is that the hotel upgraded them to a better room with a great view of the strip.

The service-profit chain proposes the following connections

Internal service quality improves employee satisfaction which leads to satisfied and loyal customers and therefore increased revenue and profitability

Which of the statements below is not one of the reasons given as important differences in managing service employees?

It is generally accepted that low skilled service workers are easier to manage

Early quality management research/theories developed in the 1950s originated from which country?

Japan

Which statement about service product is true?

Key elements of service product are design, brand image and product range

Empowering employees to 'break the rules' means that

Management recognizes the need for service staff to respond quickly and think outside the box in order to guarantee superior service

Reliability is the key to meeting expectations and process dimensions are the key to exceeding expectations.

True

What do mystery shoppers do?

Observe and record service performers

Price of the service offering

Pricing is more influenced by the customer's perceptions of overall value rather than cost

Leaders act through motivation to serve, empower, and develop his/her employees.

Servant Leadership

How are global demographic changes (e.g., longer life expectancies, prosperity) likely to increase the necessity for businesses to better understand and practice the principles of service management?

Since hospitality and tourism are services businesses, it's important for businesses to understand they are serving there customers and guests. They must focus on value, keep on progressing, and by using them not just the 4 P's but the 7 P's can change their business. The three other P's we add to product, price, place, and promotion are people, processes, and physical evidence.

Best leadership style depends on context.

Situational Leadership

All of the following are nongeographic categories on the STR report except

Star System

Select or Limited Services Hotels tend to be more profitable than full service hotels.

True

Service organizations are cross functional with services interdependent in nature.

True

There is no single acceptable model that adequately describes all aspects of service quality.

True

Consist of the appearance of physical facilities, equipment, personnel, and communication materials used.

Tangibles

A 'chain' hotel refers to

The hotel brand

It is said that service failure is unavoidable due to

The human element in both production and consumption

The service encounter triad aims to illustrate

The importance of harmonious relationships between each of the three parties

What is the 'psychology of waiting', and how does it fit into a service management framework?

The psychology of waiting is when a guest or customer has to wait for a certain period of unknown time, making them feel anxious, sad, and angry in the process. The unoccupied time feels longer than the occupied time, and the unexplained or uncomfortable waits feel longer than the explained or comfortable ones.

What is the service encounter 'triad'? Using that model explain why if managers keep saying 'the customer is always right' it will create problems for the business.

The service encounter triad is when all three main parties, the customer, the service employee, and the service organization all harmoniously flow together. If the customer is always right, this will create tensions with the customer against the employee and the firm. We know most times the customer is usually at fault but it's important to contribute to the overall outcome of the service, hoping it will leave a customer satisfied with the service.

What is mystery shopper program designed for?

To inspire the company to design and clarify its expectations for service and perfect customer experience

Which of the following is the least important reason for a firm to empower front line employees?

To reduce the need for managers to be involved in service delivery

Style based on the foundation of compliance.

Transactional Leadership

Service guarantee leads to

a and d only

Service strategy is defined as

a distinctive formula for delivering the service vision

Who is an 'internal customer'?

a staff member

The main objective of internal marketing is to

all of the above (attract; motivate, and retain; design jobs to satisfy employee; design jobs that nurture and develop; create conflict free work environment)

A service blueprint

all of the responses are correct

Distinctive features of service present significant challenges for service providers, including

all of the responses are correct

Which one is an example of a peripheral service?

car washing service in valet wifi connection on a flight

Which statement is true for services?

first sold, then produced and consumed simultaneously

The characteristic of services that makes it difficult to provide identical experiences every time is called

heterogeneity

Deming's chain reaction indicates that

if you improve quality, you improve productivity

What has had the most impact on the economic growth of today's service industry?

information technology

Value co-creation is enabled because of service being

inseparable