Guest Services Final Review
Research suggests that If a company can reduce its rate of customer defections (customer leaving) by only 5%, it can improve profits by _______ 50%-60% 25%-85% 10%-20% 200%-300%
25%-85%
According to your textbook, which of the following principles about organizational culture that are generally true? (Tip: Chapter 4) Leader define the culture (or redefine it if neccessary), teach it, and sustain it. All of the listed Strong cultures are worth building; they provide guidance for employee behaviors in uncertain situation when company supervisors, policies, or procedures are unavailable or unwritten. Subcultures will form in larger organizations. A strong culture will increase the likelihood of keeping the subcultures consistent with the overall culture's values in important areas.
All of the listed
What is (are) the information source(s) which enable(s) service providers to anticipate customer's expectation? (Chapter 1) product price Online review and word of mouth guest's information (gender, age, prior experience etc) All of the listed
All of the listed
How do service providers create a wow moment? By creating the best service recovery. By providing the worst service. By exceeding guest's expectation. By managing guest's expectation.
By exceeding guest's expectation.
Which of the following is NOT a motivation for customers to wait for service? The expected benefits from the wait outweights the efforts/time in waiting. Waiting before service can be seen as a signal of quality. Customers get used to waiting so they don't mind. Customers expect to receive high value/quality from their service, and therefore they are willing to wait
Customers get used to waiting so they don't mind.
Fast-food companies shifting to more ethically sourced ingredients such as cage-free eggs are an example of what strategy? Differentiation niche market low-price provider competitive pricing Question 16
Differentiation
Service industry is very different from the traditional manufacturing industry, as service has its unique characteristics. Which of the following is NOT one of the unique characteristics of service? (Tip: Chapter 1) Inseparability Variability Perishability Friendliness Intangibility
Friendliness
What does guestology do differently from traditional management thinking? (Tip: Chapter 1) It makes employees the top priority. It uses guest's financial ability to fund major product development. It focuses on understanding customers experience systematically from the guest's point of view. It incorporates social psychology into the planning process.
It focuses on understanding customers experience systematically from the guest's point of view.
Which is the best training approach when airline companies want to teach their pilots how to fly different airplanes into different airports and prepare for emergency situations? (tip: chapter 6) Simulation Online training Classroom training-lecture presentation Mentoring
Simulation
Which of the following training methods has the advantage of enabling employees to practice their skill sets without making errors in front of customers? (Tip: Chapter 6) Simulation On-the-job training Apprenticeship classroom training
Simulation
Which of the following principle is NOT included in Fish Philosophy? (Chapter 4-module4) Make their day Play Choose your attitude Throw a fish Be there
Throw a fish
At a hotel, long lines pile up at check-in and check-out each day. What is the best strategy for handling those lines? close the door for no further customers do nothing and simply allow lines to form reduce the size of the parking lot in order to control demand add more capacity by opening more lines
add more capacity by opening more lines
Hospitality organizations have used the concept of theming to___________ reduce the cost of constructing the hospitality environment entertain the employees so that they work harder add value to the guest experience and enhance it implement an effective, low-cost price strategy
add value to the guest experience and enhance it
According the queueing theory, what are the three characteristics service providers need to learn from waiting lines? capacity management, demand management, and queuing management arrival patterns, guest entertainment, and line format queuing rule, guest entertainment, and line format arrival patterns, queuing rule, and time for service
arrival patterns, queuing rule, and time for service
That baby boomers, GenX, GenY and Gen Z have different expectations for services shows the effects of _______ force in the overall environment (macro environment) for the hospitality and tourism industry. demographic technological ecological economic
demographic
Jet blue, West Jet, and Southwest Airlines____________ fill a specific niche for short-haul and low fare travel. use a hub-and-spoke, business-class traveler focused strategy. use a fractional ownership strategy in which customers can travel on their own schedules and fly with the passengers they choose. uses the same strategy as the legacy airlines such as American Airlines and Delta Airlines.
fill a specific niche for short-haul and low fare travel.
Which of the following service positioning strategies that Heart Attack Grill uses? (tip: chapter 2) niche market empahsizing on differentiation Best value Low cost leadership Differentatiation
niche market empahsizing on differentiation
What is culture? (Tip: Chapter 4) Culture is a way of behaving, thinking, and acting that is learned and shared by the organization's members. Culture is a way of behaving and thinking that cannot be learned or shared. Culture is a way of behaving and thinking that is born innately within each person. Culture is a static and unchangeable belief system.
Culture is a way of behaving, thinking, and acting that is learned and shared by the organization's members.
Which of the following statements related to "customer expectations" is NOT correct? Different customers have different expectations. For example, first- time guests have general expectation, while repeated guests have more specific expectation due to their prior experience. Customer expectations are formed based on many informational sources: business advertisement and promotion, brand reputation, online review, their own experience and more. Customer expectations are too vague for service providers to anticipate. Service providers should not over-promise and under-deliver.
Customer expectations are too vague for service providers to anticipate.
Disney has recently launched a $50-million "tuition program"- More than 80,000 hourly employees at Walt Disney Co. will be eligible to take online university courses starting this fall that will be paid 100 percent up front by Disney. This is an example for hospitality company's efforts in __________(Tip: Chapter 6) Employee recruitment Employee development Employee training Employee empowerment
Employee development
According to Pine & Gilmore, what can help hospitality business to escape the "commoditization trap"? (Tip: Chapter 1) Charging fees for palces within a place. Experience: use goods and services to engage customers in an emotional/memorable way. Charging the lowest prices that no other competitors can match. Theming: use theming to create a fantasy land for guests to escape.
Experience: use goods and services to engage customers in an emotional/memorable way.
Which of the following is the best way to help hospitality business bring down its demand to a level that matches with its existing capacity? Increase price within a reasonable range. Market promotion packages to customers. Create a mobile app game to entertain waiting guests Extend operation hours.
Increase price within a reasonable range.
The arrival time of Jenn's flight has been postponed for several times. She went to the service counter to seek information about the expected wait time for the flights. The service agent apparently was overwhelmed by a large number of inquires from passengers. When Jenn came to him for her question, he answered rudely "I had no information. Just keep waiting!". Based on this scenario, which type of injustice did Jenn experience? Distributive injustice Informational injustice Interactional & informational injustice Procedural injustice
Interactional & informational injustice
Jenn was bumped from her flight due to the airline's overbooking practices. Like other passengers, Jenn was compensated with a $100 dollar flight voucher and a "stand-by"status for the next flight. Jenn did not think the compensation was sufficient for her lost time and inconvenience. Was this service recovery successful? No, because the success of a service recovery is determined by customers. If she thought the airline failed, it failed. No, because the service failure was not caused by Jenn. Yes, because Jenn received the same compensation like other passengers. Yes, because Jenn was compensated fairely according to the industry standard.
No, because the success of a service recovery is determined by customers. If she thought the airline failed, it failed.
Which statement does NOT correctly describe a typical guest's perception of wait? Occupied time feels longer than unoccupied time Unexplained wait feel longer than explained waits Uncertain waits feel longer than known finite waits Unfair waits feel longer than equitable waits
Occupied time feels longer than unoccupied time
Which of the following statement is NOT correct? Service environment is perceived differently by different people because they have different prior experience. Service environment can be perceived differently by the same person because he can have different prior-expectation each time. Service environment is perceived differently by different people because they have different moods and personalities. Service environment is always perceived the same by a person regardless how many time he is there.
Service environment is always perceived the same by a person regardless how many time he is there.
Which of the following statements is NOT correct? When a customer complaint is not resolved satisfactorily, the hospitality organization is failing the customer twice. Service failures are always the hospitality organization's fault. When customers voice their complaints, they are giving the hospitality organization a second chance to learn and fix the problems. Solving a service problem up front instead of over time reduces the overall expense of retaining customers.
Service failures are always the hospitality organization's fault.
What is a guestology? The guestology is the study of service recovery. The guestology is the study of business ethics and social corporate responsibiity. The guestology is the study of guest's willingess to pay for services. The guestology is the study of guests in which customers experience is examined systematically from the guest's point of view.
The guestology is the study of guests in which customers experience is examined systematically from the guest's point of view.
Which of the following statements regarding theming is NOT correct? (Chapter 3) Theming can help hospitality companies to create a sense of fantasy for customers. On the negative side, a themed environment can be more expensive to construct and take more time to get all the elements right to make it memorable. On the negative side, a themed service may limit the appeal of to service offering to some people. On the positive side, theming is a way to add value to the guest expeirence, if used effectively. Theming is not used in any other industry other than hospitality.
Theming is not used in any other industry other than hospitality.
Which of the following statements regarding theming is NOT correct? Theming helps hospitality business stand out and differentiate itself from competitors. Theming is the only and best way to create memorable experience for customers. Theming can alienate a certain group of people who do not like the theme. Theming can restrict what service and product a hospitality business can offer. Theming, when executed well, can enable business to charge customers a premium price
Theming is the only and best way to create memorable experience for customers.
What role do supervisors and mid-level managers generally take in shaping organizational culture? They translate and uphold the top manager's cultural values and beliefs. They are central to defining their own unit's culture They empower their staff to consistently change the culture. They look to outside influences to shape culture.
They translate and uphold the top manager's cultural values and beliefs.
What role do supervisors and mid-level managers generally take in shaping organizational culture? (Tip: Chapter 4) They look to outside influences to shape culture They translate and uphold the top manager's cultural values and beliefs. They design and create the comny culture They empower their staff to define culture
They translate and uphold the top manager's cultural values and beliefs.
Which of the following principles is NOT included in the Fish philosophy? (Module 4-Chapter 4) Make their day Play Choose your attitude Throw a fish Be there
Throw a fish
What is usually the major reasons that companies do not want to hold training programs for their employees? (Tip: Chapter 6) Training does not help companies to create a strong culture. Training does not help companies to improve financial performance. Training can be very costly. Training takes too much coordination among departments.
Training can be very costly.
It doesn't matter what culture your company has, as long as it is a strong culture True False
True
Low quality and low cost, and high quality and high cost, bring about the same perceived value to the guest. True False
True
What is the "service recovery paradox"? When service failure is fixed immediately and quickly, customers will demand more from the business. Customers can tolerate and ignore small service failures, even though a business does not fix them. When service failure is fixed quickly and satisfactorily, customers think more highly of the business than when they do in non-faulty service. Different customers have different expectations on how service failures are fixed.
When service failure is fixed quickly and satisfactorily, customers think more highly of the business than when they do in non-faulty service.
Changing organizational culture often needs___________ change in leadership or mindset of existing leadership a new slogan a cultural committee changing employees
change in leadership or mindset of existing leadership
In the "Fish!" video in Module 5, each employee has his unique title such as "catcher extraordinaire", " the goofy redhead", "the relatively quiet one". This demonstrates the power of______ in communicating and forming the organizational culture. language reward system organizational structure leader's behaviors
language
Service quality and value ultimately is defined by service company in their advertisement and promotion materials. True False
False
Theming expands the limits of what the organization can offer in terms of service, setting, and delivery system. True False
False
When any manager ignores an employee action that impacts the "show" or guest experience, this does not affect other employees or organizational culture. True False
False
Which of the following is an example of an action based on an internal assessment? A restaurant decides to install security camera due to theft happening in cashier and storage rooms. A restaurant adds smoothies to its menu after reading a report that Generation Z consumers appreciate freshness and customizability in menus. A restaurant decides to sign on and use UBER because all the competitors are increasing their revenue this way and there is no insurance cost to the restaurant. A restaurant signs up with a third-party delivery service to compete with other restaurants on the service.
A restaurant decides to install security camera due to theft happening in cashier and storage rooms.
What is true about the overbooking of hotel rooms/ flight seats? It can result in walked guests. In most cases it is done only when customer demand is low. It is resulted from human errors-booking more than its max capacity. Managers can overbook guests at as high a rate as 70%.
It can result in walked guests.
What does the Jo Bitner's "servicescape" model portray to us? It reveals how people perceive and respond to service environment. It reveals what effective service environment constitutes of. It shows managers how to handle complaining guests. It reveals the relationship between service environment and guest's willingness to pay premium price.
It reveals how people perceive and respond to service environment.
LAST service recovery strategy is a sequence of actions service employees can follow for service recovery. What does "LAST" stand for? Listen, Action, Solutions, and Thank Listen, Acknowledge, Solutions, and Thank Label, Acknowledge, Solutions, and Thank listen, Actions, Souvenir, and Thank
Listen, Acknowledge, Solutions, and Thank
______ are standards of behavior that define how people are expected to act while part of the organization. Norms Beliefs Values Ethics
Norms
Chick Fil A is a national restaurant chain which famously closes on Sunday. This practice of Chick Fil A is based on the religious belief of its late founder, Mr. Truett Cathy. What does this example illustrate on organizational culture? Organizational culture is usually defined by an organization's executives or founders. Organizational culutre is interpreted and sustained by mid-level managers and employees. Organizational culture can change over time. Subculture can be supportive or destructive to the overall organizational culture.
Organizational culture is usually defined by an organization's executives or founders.
When the United Airline broke his guitar during luggage handling, Dave had to make many rounds of phone calls and went through many red-tapes in order to log a complaint to a manager at United. Based on this scenario, which type of injustice did Dave experience? Distributive injustice Interactional injustice Informational injustice Procedural injustice
Procedural injustice
How is "service quality" defined in a guest's mind? Service quality is the quality the guest expects in relations to the money he expects to pay. Service quality is the service quality the guest receives in relations to all the costs incurred by him Service quality is the difference between the quality the guest expects and the quality he receives. Service quality is equal to service costs.
Service quality is the difference between the quality the guest expects and the quality he receives
Which of the following statements regarding "servicescape" is NOT correct? Servicescape is another terminology to describe "ambiance". Servicescape is a person's general perception he draws from the service environment. Servicescape perception can encourage guests to stay longer, come back or stay away. Servicescape is defined as a person's perceived service environment.
Servicescape is another terminology to describe "ambiance".
Which of the following statements regarding Jo Bitner's Servicescape Model is NOT correct? (Tip: Chapter 3) Guests may have physiological, emotional, mental, and behavioral response to a service setting. Servicescape is the physical service environment, not the perception from guests. Service environment can be perceived very differently among different people or with the same people depending on their mood, personality, and expectation.
Servicescape is the physical service environment, not the perception from guests.
Variability is one of the unique characteristics of service. Which of following statements regarding service variability is NOT correct? Service demand fluctuates depending on time of service. Service quality varies depending on who provide the service, when and where Customer's expectations on service vary depending on the property they visit, prior experience, and travel purpose. The pay for service employees varies among different hospitality business
The pay for service employees varies among different hospitality business
To maintain the fantasy illusion in a themed service setting, ________ (Tip: Chapter 3) The service environment must be carefully designed and controlled The guests should be allowed to see whatever they want (e.g. employee's breakroom) The guest flow should not be designed.
The service environment must be carefully designed and controlled
According to Pine and Gilmore, guests obtain a (positively) memorable experience when a company intentionally uses services at the stages and goods as props to engage individual customers in an inherently personal way. True False
True
Hospitality organizations should not admit liability for unfortunate, unavoidable occurrences that are not its fault, but they should do everything in their power to rectify such situations. True False
True
Pine and Gilmore believe that a theme can turn a service into an experience. According to their theme-scheme typology, which term describes the theme that is stated and exists in only one location? self explanatory motifs undisclosed motifs all-encompassing motifs undercovered motifs
self explanatory motifs
A key driver is____________ something valued by a guest that drives guest satisfaction what differentiates a company from its competitors a major force in the competitive environment the same as a core competency
something valued by a guest that drives guest satisfaction
According to your textbook, organizational culture is very important because it "fills the gaps". What are the "gaps" referred in? the company manual or rulebook managerial behavior the vision and mission statement services to customers
the company manual or rulebook
In the hospitality field, quality and value are ultimately defined by ______. (Tip: Chapter 1) the managers the hospitality organizations the customers the society
the customers
Based on the following information, calculate the life-time value of a customer for the ABC tour company. Jenn, who is 25 years old, spends an average of $2000 each year with the company. She has been the customer of the ABC tour company for 5 years before she switches to another one. $10,000 $40,000 $2,000 $50,000
$10,000
Design day approach can design a capacity at the average of the highest _______days. 50-100 1-5 10-50 15-25
15-25
Which of the following statements is inaccurate in defining culture? Culture does not need interactions to sustain. Culture is a way of behaving, thinking, and acting that is learned and shared by the organization's members. No culture is static and unchangable. Subculture is the subdivision of culutre based on different groups of factors (e.g. ethnicity, departments, etc).
Culture does not need interactions to sustain.
Which of the following statements is NOT correct regarding why the service environment is important? Because service environment plays a role in shaping employee's satisfaction and organizational pride. Because service environment is expensive to construct. Because service environment can affect guest's experience evaluation and behaviors. Because service environment can shape customers' expectation and moods.
Because service environment is expensive to construct.
According to your textbook, which of the followings is NOT included as the three generic strategies in positioning products and services? Brand image Low cost Differentiation Special niche
Brand image
Which of the following is NOT a tool for creating a virtual line for guests? Fastpass used by Disney serpentine line Yelp waitlist and reservation app restaurant buzzers/coaster pagers
serpentine line
The ________ is the organization's plan for providing the experience guests expect. service strategy financial strategy service training service competency
service strategy
Which of the following best exemplifies the power of "norms" and "policies" in communicating an organization's culture? Ritz-Carlton employees being referred to as "ladies and gentlemen serving ladies and gentlemen". The "ten foot rule" requiring hotel employees to make eye contact and smile at guests within ten feet. Rosen Hotels & Resorts has its own clinic to take care of its employees. Disney offers silver passes to its long-time employees
The "ten foot rule" requiring hotel employees to make eye contact and smile at guests within ten feet.
On-the-spot service recovery is more effective and less costly in keeping dissatisfied customers from leaving the business. This is one of the major reasons why hospitality companies empower employees with the necessary authority, responsibilities, and resources so that they can act quickly following a failure. True False
True
Other people (service providers and customers) are part of the service environment. True False
True
The stronger the culture, the less reliant the organization needs to be on bureaucratic management controls found in traditional industrial organizations. True False
True
In 2009, Southwest Airline Co. added a new web page on its travel Web site promoting flights to gay-friendly Philadelphia. Its target market is the lucrative GLTB travelers. This is an example of how a business can proactively respond to the _________force. (Tip: Chapter 2) Economic Natural Technological Demographic
Demographic
There are many type of macro external environment forces that affect service planning. Which force describes the characteristics of a population: age, gender, income, density, race, education level etc? (Tip: Chapter 2) Competitive Geographic Economic Demographic
Demographic
When the United Airline broke Dave's guitar during luggage handling, he suggested to a manager at United a $ 1,200 flight voucher as compensation for fixing the guitar. The manager declined. Based on this scenario, which type of injustice did Dave experience? Distributive injustice Procedural injustice Informational injustice Interactional injustice
Distributive injustice
According to the Thomas Keller in his TedTalk, what is the cornerstone of his business philosophy (culture)? Build our legacy through nurturing people. Serve our customers like they are our family. Managers are the ultimate support for their employees Do a little better than yesterday
Do a little better than yesterday
A family came back to the parking lot after a long day at an amusement park to find that they have lost their car keys and are locked out of their car. Which type of service failure is it? Failure caused by the guests themselves Failures caused by other guests Failures casued by employee inactions Service product failures
Failure caused by the guests themselves
Business that pays attention to environmental details show that it cares about guest's satisfaction and service quality, but not its commitment to its employees. Therefore, its practices on environmental details will not affect employee satisfaction and loyalty. (Tip: Chapter 3) True False
False
Vegan restaurants, which are targeted for a small segment of population, are a good example of which strategy? (Tip: Chapter 2) Differentiation Market-niche (focus strategy) Best value Low cost
Market-niche (focus strategy)
Club Meds operates hundreds of high end resorts around the world. When the company projects extra room inventory, it will use emails to pitch unsold, discounted package to the customers in its database. The reason Club Meds does so because a room night can not be stored and a room unsold tonight is forever lost revenue. Which characteristic of service does Club Meds' strategy address? (Tip: Chapter 1) Inseparability Variability Perishability Intangibility
Perishability
Jenny ordered some furniture online from a chain furniture store, but she noticed that furniture was not delivered by the agreed date. She called customer service, and waited on the phone for an hour before she talked to a customer agent. She was informed that her order was accidentally cancelled due to lack of inventory. Jenny was upset because she was never informed, and expected the problem to be fixed immediately. Based on this scenario, which type(s) of injustice did Jenn experience? Procedural and informational injustice Informational injustice Procedural injustice Distributive injustice
Procedural and informational injustice
Which of the following is NOT included in the three aspects of guest experience? Service product Service culture Service delivery Service setting
Service culture
Which statement best describes another typical guest's perception of waits? Comfortable waits feel longer than uncomfortable waits Happy waits feel longer than unhappy waits. Solo waits feel longer than group waits Relaxed waits feel longer than anxious waits
Solo waits feel longer than group waits
According to Thomas Keller, what is "success" to him? Success is about having the highest financial performance. Success is about making great memory. Success is about offering the best food. Success is about finding the right employees with the hospitality attitudes.
Success is about making great memory.
What is the correct message that we learn from the service recovery paradox? Hospitality business needs to provide faulty service for the first time, so that it can fix the failure to impress customers. Successful service recovery is critical for customer satisfaction and retention. It is costly to fix service problems to customers. It is impossible to fix service problems to all customers.
Successful service recovery is critical for customer satisfaction and retention.
Which one of the Berry's principles of training stresses the importance of teaching the organization's culture and vision to give employees a way to make sense out of their jobs and how they do them? (tip: chapter 6) Continous improvement The big picture Formalized learning Critical skills
The big picture
According to your textbook, how are ambient conditions defined? The ergonomic factors that affect people's hearing and taste. The ergonomic factors that affect people's sight and smell. A combination of environmental cues that can excite or relax people. The ergonomic factors that affects people's senses and experience, such as temperature, humidity, air quality, smells, sounds, physical comfort, and light
The ergonomic factors that affects people's senses and experience, such as temperature, humidity, air quality, smells, sounds, physical comfort, and light
Changing a culture often needs____________(Tip: Chapter 4) a new slogan changing of leadership a culture design committee changing of employees
changing of leadership
Fast-food companies shifting to more ethically sourced ingredients such as cage-free eggs are an example of what strategy? (Tip: Chapter 2) differentiation low-price competitive pricing market-niche
differentiation
That the 2008 financial meltdown continues to have a major impacts on the hospitality and tourism industry demonstrates the effects of the _____________force in the overall environment for business. economic political demographic technologica
economic
Which of the following factors does NOT fall into the industry environment (micro-environment)? economic crisis competitors capital suppliers labor suppliers
economic crisis
Which of the following hospitality product enables a company to differentiate itself the most and charge the highest premium from customers? (tip: Chapter 1) goods service experience commodity
experience
If the Hyatt Corporation were to take a stand on terrorism and institute a corporate-wide policy implementing security bag check-in at all hotels and deactivation of all side door key entry after hours; they would be responding based on___________ external environment assessment Internal environment assessment
external environment assessment
In service planning, the ______analysis leads to the generation of strategic premises and understanding of opportunities and threats outside of our organization, while the ______ analysis leads to a redefinition or reaffirmation of organizational core competencies. (Tip: Chapter 2) internal, external external, SWOT SWOT, internal external, internal
external, internal
The ______ assessment leads to the generation of strategic premises about the future environment, while the ______ assessment leads to a redefinition or reaffirmation of organizational core competencies. external, internal internal, external SWOT, SWOT planning, SWOT Question 13
external, internal
People tend to eat and drink ___________when the music is fast and loud. at the average speed without any change of pace faster slower
faster
French Laundry is one of the restaurants in the Thomas Keller Restaurant Group. It is a _________ located in __________. fine dining restaurant, Los Angeles California fine dining restaurant, Napa Valley California fast casual restaurant, Los Angeles California fine dining restaurant, Las Vegas Nevada
fine dining restaurant, Napa Valley California
In queuing theory, the term queuing rule refers to____ how guests behave themselves while standing in line the average time taken to serve guests the pattern of guest arrivals how the arriving guests are served
how the arriving guests are served
A news in San Francisco Huff Post reads, "San Francisco's controversial Healthy Food Incentive Ordinance takes effect, banning toy giveaways with children's meals at fast-food restaurants unless the meal meets San Francisco's strict nutritional standards". This illustrates the impacts of_________ force on restaurant operations. (Tip: Chapter 2) economic demographic competitive legal/political
legal/political
The stronger an organization's culture is, the ______ managers rely on rules and policies to manage employee's behaviors. (Tip: Chapter 4) less more more effective less effective
less
Vegan restaurants are a good example of which strategy? market-niche brand image differentiation low-cost provider
market-niche
Which of the following training method is the best for helping employees with their career path or integrating new employees into an organization? (Tip: Chapter 6) simulation classroom training mentoring on-the-job training
mentoring
In the Tedtalk made by Thomas Keller, he mentions a variety of individuals he sources the best ingredients for his restaurant- French Laundry. Which group does these individuals belong to? Servicescape of French Laundry physical environment of French Laundry micro external environment for French Laundry macro external environment for French Laundry
micro external environment for French Laundry
Responsibility for meeting guest's expectation and bringing them back to the hospitality business usually lies with the______. (Tip: Chapter 1) operations department for delivering service that enhances the organization's reputation. marketing department for making promises about what expectations will be met. the accounting department who sets the prices. corporate leadership for making strategic decisions on which demographics to pursue.
operations department for delivering service that enhances the organization's reputation.
What are the four forms of response a guest can react to a service setting? physical, cognitive, emotional, behavioral physiological, cognitive, emotional, behavioral physiological, conditional, emotional, behavioral physical, mental, emotional, conditional
physiological, cognitive, emotional, behavioral
Which of the following are the four dimensions of justice when customers evaluate the efforts of service recovery? procedural, interactional, distributive, and informational economic, personal, interactive, and informational procedural, economic, determinative, and service judicial, economic, coordinated, and focused
procedural, interactional, distributive, and informational
To determine how to accommodate the inevitable lines, planners should first consider_______. the capacity of the establishment and characteristics of the lines the line type ways to reduce customer's negative perception of wait. how the organization can turn a profit
the capacity of the establishment and characteristics of the lines
Design day is a capacity design principle to balance capacity utilization and customer wait/satisfaction. Which of the following design day decision can result in the longest wait? 50% of peak capacity 90% of peak capacity 10% of peak capacity 80% of peak capacity
10% of peak capacity
Which of the following statements is NOT correct? A strong brand image can hurt a company's bottom line because it is costly to build. A bran respresents a promise to guests of what the quality and value of experience associated with the brand will offer them. A strong brand promise can reduce customer uncertainty about the hospitality experrience, create brand preferences and increase customer loyalty. A strong brand name can extend a company's reach into new markets.
A strong brand image can hurt a company's bottom line because it is costly to build.
If time and money permit, which strategy for dealing with large crowds of guests is preferable? Close the doors for no further customers Manage demand Add more capacity Allow the line to form and divert customers
Add more capacity
Which of the following is (are) a tool (tools) to communicate organizational culture to employees?(Tip: Chapter 3) Policies Reward and recognition system Company stories and history All of the listed Mission and vision statements
All of the listed
Which of the following is (are) service failure? A hotel is not able to honor a guest's reservation. A restaurant offers customers cold or poorly prepared food. A flight was delayed due to severe weather All of the listed
All of the listed
Which of the following ways can help hospitality business to add capacity without building additional facility? Extend operation hours cross-train employees All of the listed Hire more temporary employees.
All of the listed
Why is it important to recover a service failure? Successful service recovery is important in increasing the life time value of existing customers to the business. Successful service recovery is important in ensuring customer satisfaction and retention. Successful service recovery can help build positive word of mouth and brand image. All of the listed
All of the listed
According to your textbook, why is culture more crucial to hospitality organizations than manufacturing organizations? Because the hospitality industry encounters unpredictable circumstances more frequently. Because the hospitality industry has more low-wage jobs and higher turnover rates Because hospitality organizations deal with tangible products. It is not more important in the hospitality industry.
Because the hospitality industry encounters unpredictable circumstances more frequently.
According to the Pine and Gilmore's article "Differentiating hospitality operations via experiences", the authors made all of the following suggestions for service companies, except_______ (Chapter 1-module 1) Creating places-within-a-plac Charging admission fee to sell an experience Using a theme to turn a service into an experience Commoditizing their businesses
Commoditizing their businesses
______ is (are) key to aligning subcultures with core company values. Communication and interaction Positive reinforcement Repetition Monitoring
Communication and interaction
Thomas Keller mentioned four aspects of management to ensure excellent execution of an outstanding experience. Which of the followings is NOT included in his talk? Mentorship Hiring Compensation Training Leadership
Compensation
Which of the following examples does NOT illustrate the accurate relationship between environment and people's perceptions,moods or behaviors? People tend to stay longer in a restaurant when the light is soft and seat is comfortable. The blue sky in most hotels in Las Vegas entice guests to stay up late at night for more activities. Crowded space makes all people feel uncomfortable physiologically and emotionally. Potato chips that make a louder, higher-pitched crunch are perceived to be fresher than the softer-sounding ones.
Crowded space makes all people feel uncomfortable physiologically and emotionally.
Based on our in-class lecture (see powerpoint), which of the following that a business can charge the highest price premium for? Goods Service Commodity Experience
Experience
Which of the following types of service failures is NOT caused by the organization? Failure caused by employee's actions or inactions such as a rude restaurant server. Failures caused by other guests or random events such as the quarrel between a couple disturbing other restaurant guests. Failure to meet customer's requests such as a non-smoker being put into a smoking room. Service product failure such as broken attraction.
Failures caused by other guests or random events such as the quarrel between a couple disturbing other restaurant guests.
After training has begun, a needs assessment should be conducted to determine how perceived problems or weaknesses should be addressed.(tip: chapter 6) True False
False
Guest preference drives planner's decision about queue types. If guests prefer fairness, and want service provided from a "first come,first serve" basis, hospitality organizations should use multiple lines. True False
False
When building a new hospitality facility, managers need to build a capacity to accommodate the highest customer demand in order to satisfy customers at all time. True False
False
According to Pine & Gilmore (2002), What is the following statements regarding the idea of "commoditization trap" in the hospitality industry is NOT correct? Providing memorable experience is a viable way to escape the commoditization trap in the hospitality industry. Hospitality offerings that are commoditized are purchased mostly on the basis of price. Guests prefer commoditized hospitality offerings than unique experiences. The commoditization trap in the hospitality industry refers to "the industry becomes more and more similar in the service and product they offer (e.g. physical design, operational procedure etc).
Guests prefer commoditized hospitality offerings than unique experiences.
Fastpass was first introduced by Walt Disney World Resort in 1998 in response to a need to better manage waiting time. Which of the following is NOT the benefits of using Fastpass for Disney? Guests spend less in shops and restaurants because they can spend more time in attractions. Guests spend more per person in shops and restaurants. guests spend significantly less time in line. Guests see signficantly more attractions.
Guests spend less in shops and restaurants because they can spend more time in attractions.
Which of the following statements regarding "customer expectations" is NOT correct? (Tip: Chapter 1) The same people can have different expectations on the same hospitality business depending on travel purpose, properties, travel frequency. Customer expectations are from many sources, including advertisement, price, brand name, word of mouth, and their prior experience. Hospitality business has no role to play in shaping customer expectations. Different people has different expectations on the same hospitality business.
Hospitality business has no role to play in shaping customer expectations.
When considering which queuing type a hospitality business will use, planners need to consider all the following factors except_____. Hospitality manager's preference for line types guest's sense of control over what is happening guest's sense of progress toward their service experience guest's sense of fairness with how their wait is managed
Hospitality manager's preference for line types
According to the article by Pine and Gilmore, what is a "commoditization trap" of the hospitality industry? Hospitality products become more and more alike than different. Hospitality products become more different than ever. Customer's expectation for hospitality products become higher and higher Competition in the hospitality industry becomes more and more intense.
Hospitality products become more and more alike than different.
Which is of the following statements on practices of smoothing demand variability by the hotel industry is NOT correct? In busy season, a hotel can practice overbooking in case of no show. In slow season, a hotel should lower its price to increase the occupancy rate when the demand is low. In busy season, a hotel should increase its price whle the demand is high. In busy season, a hotel should close some blocks of rooms for maintenance.
In busy season, a hotel should close some blocks of rooms for maintenance.
Which training method should be used when a company: -has a large number of people in a central location whom need to be trained. -needs to train employees with basic service skills. -wants to safeguard its organizational culture and business intelligence. (Tip: Chapter 6) training with partnership of a university On-the-job training Internal training External training
Internal training
It is important to identify core competencies during the internal assessment for a company. A core competency is_____ a key strength that gives the company an important difference in providing customer benefits and perceived value defined by a company's vision statement the financial performance of the company the sum of all essential functions of an organization
a key strength that gives the company an important difference in providing customer benefits and perceived value
Functional congruence is one aspect of service environment managers need to consider. What is functional congruence? how well the service environment is congruent with the price the business charges. how well the all components in the service environment are tied together to a theme. how well people in the service environment look and behave uniformly. how well the service environment serves its functional purposes.
how well the service environment serves its functional purposes.
Regardless of service strategy a company uses, the best way to maintain success is to provide better service quality and value than your competitors invest in good marketing campaigns costantly look for new customers constantly look for new market niche to switch to.
provide better service quality and value than your competitors
Bill Marriott Sr. reportedly fired an employee on the spot for insulting a guest. When this story got around the organization, employees quickly learned that Marriott did not tolerate disrespect toward guests. This did NOT demonstrate the influence of ______ on an organization's culture rituals leader's behaviors stories norms
rituals
People associate "clean and orderly" with___________ fun and poor in quality exciting and well-liked by younger generation inexpensive and dull safe and high in quality
safe and high in quality
The likelihood of employees doing whatever they can to create and sustain service excellence is increased by ____________(Tip: Chapter 4) the less they believe in the service culture. the stronger the link between the organizational culture and their country of origin's culture The less family responsibilities they have. the more they believe in the service culture.
the more they believe in the service culture.
The vision statement articulates_________. (Tip: Chapter 2) the organization's hopes for the future the organization's five-year plan the organization's current market position the organization's purpose and reason for existence
the organization's hopes for the future
The mission statement of an organization articulates______________ the organization's purpose and reason for existence the organization's market position the organization's hopes for the future the organization's five-year plan
the organization's purpose and reason for existence
The value of a guest experience is equal to ______.(Tip: Chapter 1) the quality of the experience divided by the costs of all kinds the price charged for the experience less the cost of goods sold the dollar value of the experience to guests the quality of the guest experience; they are the same
the quality of the experience divided by the costs of all kinds
The likelihood of employees behaving according to their organizational culture of service excellence is increased when___________ they deeply believe in the culture they are told by managers to follow the culture. they are taught about the culture during orientation. they get along with their managers.
they deeply believe in the culture
According to the article by Pine and Gilmore, which of the following service is a positively memorable experience? to deliver a wakeup call with recorded voices of celebrities who performed in the property. To deliver a regular wakeup call by a front desk agent. To sell a watch at the merchandise store.
to deliver a wakeup call with recorded voices of celebrities who performed in the property.
A velvet rope separating the line for VIP members from the regular line is an example of a(n)___________ artifact sign use of space symbol
use of space
Service ____ means that the service quality and demand differ depending on who provides the services and when and where they are provided. For example, you might have a very different experience at Disney Park in its busy season in summer than in slow season. (Tip: Chapter 1) itangibility perishability inseparability variability
variability