HMGT 2170 quiz 1

The characteristic of a service that means that it cannot be seen, felt, tasted or touched is:

Intangibility

The most distinguishing characteristic of services is:

Intangibility

KSAs stand for

Knowledge, Skills, and Abilities.

_____ refers to the fact that services cannot be saved, stored, resold or returned.

Perishability

According to Michael Porter, three generic service strategies are a lower price, a differentiated product, and finding a market niche.

True

Although strategic planning is traditionally viewed as a management prerogative, more and more hospitality organizations are including their employees in planning.

True

Because the production and consumption of services is simultaneous, the mass production of services is difficult.

True

Three important factors that will influence future hospitality organizations are changing technology, the entry of Generation Y into the workforce, and changes in social expectations.

True

There are inherent differences between goods and services. They are _______, ________, _______, and simultaneous production and consumption.

intangibility, heterogeneity, perishability

A strong brand image is important to an organization because

it adds value to the guest experience, it provides a competitive advantage, it differentiates that organization from other organizations in a very clear way.

A guestologist

plans for the expectations of a company's targeted customers.

The quality of the guest-service experience is defined as

the difference between what the guest expected and what the guest actually got.

The service experience consists of

the service product, the service setting,the service-delivery system.

The first step in understanding how to manage the guest experience is

understand the guests in the target market.

The internal audit tells the hospitality organization all EXCEPT

where it hopes to go.