tourism and hospitality
Americans today eat more beef per person than they did in 1980. True False
False
Experience has shown that casino revenue is recession proof—that is, casino revenue continues to grow even during economic downturns. True False
False
In US culture people put a high value on youthfulness, a future orientation, and competition. True False
True
According to Maslow's Hierarchy of Needs, the most basic need is: a. physiological b. self-actualization c. safety d. psychological e. esteem
a
All other things being equal, which of the following hotel locations would you expect to have the highest ADR? a. urban b. small town c. suburban d. airport e. interstate highway
a
An induced image describes: a. an image formed through tourism advertising b. an image formed through exposure to general media c. an image that an opinion leader develops which influences the general public d. an image which the traveler creates based on previous experience
a
Based on the video we watched and on our classroom discussion, which of the following is the best answer to the question, "what makes a place a country?" a. if other countries recognize it as a country b. if it participates in the Olympics c. if it has a seat at the U.N. d. if it issues its own passports
a
Both historically and when we make comparisons across countries, which of the following statements is true about child mortality and the average number of babies each woman has? a. when child mortality is low women give birth to fewer babies b. when child mortality is high women give birth to fewer babies c. when child mortality is low women give birth to more babies d. there is no pattern between child mortality and birth rates
a
Culture matters when trying to understand travelers' behavior because: a. all of the answers are correct b. cultural values develop certain attitudes and perceptions c. none of these are correct d. cultural values influence how people understand the world e. cultural values give individuals rules for behavior
a
In class we suggested that these five key words can be used to identify when the movement of people from place to place should be considered tourism. a. Temporary, voluntary, round-trip, non-recurrent, and relatively long b. Temporary, voluntary, round-trip, recurrent, and relatively long c. Long-term, voluntary, one-way, non-recurrent, and relatively long d. Long-term, voluntary, round-trip, recurrent, and relatively long e. Temporary, voluntary, one-way, non-recurrent, and relatively long
a
In the USA, many DMOs represent destinations at the county and city level. Most often these are primarily funded by: a. hotel room taxes collected at local lodging properties b. real estate taxes paid by home owners c. the USTA d. charitable organizations e. the federal government
a
In this business model the franchisee distributes the franchisor's products and services under the franchisor's trademark and implements the franchisor's format and procedures of conducting the business. a. business format franchising b. management franchising c. product distribution franchising d. a licensing agreement
a
Sometimes people don't use the full model of complex decision making. Instead they use heuristics--short cut rules of thumb. Why? a. all of the answers are correct b. complex decision making can be unnecessary if there is little variation in the outcomes c. complex decision making can be too costly d. complex decision making can be too risky
a
The _______ represents the hotel brand, which is clearly displayed to the public on the building and in all interactions with the consumer. a. chain b. management company c. parent company d. asset management company
a
The five day work week and the two day weekend: a. is a fairly recent innovation with the two day weekend not becoming standard in the USA until the 1930s b. none of these are correct c. was observed in ancient Rome d. developed in the late Middle Ages (c. 1375) with the celebration of St. Monday
a
The key to understanding tourist motivation is to see vacation travel as a way to satisfy: a. needs and wants b. attributes c. consistency d. interpersonal environments e. prepotency
a
The maximum number of people who can use a site without unacceptable change to the physical environment and without an unacceptable decline in the quality of the experienced gain by visitors. a. carrying capacity b. sustainability c. biological diversity d. environmental stewardship e. environmental impact
a
The regular payment made by the franchisee to the franchisor, usually based on a percentage of the franchisee's gross sales. a. royalty b. disclosure document c. carrying fee d. form of service agreement e. product distribution agreement
a
These are the central part of the destination mix a. attractions and events b. facilities and infrastructure c. hospitality resources d. transportation
a
This hotel functional area includes front desk, reservations, uniform services (security, etc.), and housekeeping. a. rooms division b. staff and support department c. food and beverage department d. concessions and contracted arrangements
a
This part of the destination mix affects the general feeling of welcome the visitor receives within the destination. a. hospitality resources b. attractions and events c. facilities and infrastructure d. transportation
a
This socioeconomic characteristic accounts for most of the differences in vacation participation. a. income b. religion c. age d. gender
a
This type of hotel guest is more interested in the room rather than the hotel's services, public areas, or food service. a. upstairs guest b. transient guest c. downstairs guest d. extended stay guest e. destination guest
a
This type of travel intermediary is involved in the design and implementation of motivational programs, the design of tour itineraries, tour operation, reservations and ticketing, and motivational program evaluation. a. incentive travel planners b. convention and meeting planners c. retail travel agents d. tour wholesalers and operators
a
What influence does the transportation link play in the flow of travel between origins and destinations? a. all of the answers are correct b. high travel cost can act as a barrier to travel c. having to change transportation mode (i.e., switching from a car to a bus to a train, can act as a barrier to travel) d. innovations that make travel easier can increase travel
a
When the level of visitor use is greater than the environment's ability to cope with that use these can occur. a. negative impacts from tourism b. positive impacts from tourism c. no impact from tourism
a
Which of the following is the best response to the statement "tourism is an industry?" a. strong disagreement since industries are defined by their inputs and their production functions while tourism is defined by who the customers are b. strong agreement; tourism is an industry c. strong disagreement since industries are defined by who their customers are but tourism is defined by its inputs and production function
a
Which of the following scenarios best describes a pull factor for travel? a. Al has chosen Washington, D.C. for the family vacation because of its many museums and cultural attractions b. John and Lorena have been arguing more recently and they have decided to take a vacation, hoping that it will ease some of their tension c. Stella spends the day entering numbers into a spreadsheet and thinking about how much she won't miss the office while she is one a cruise next week d. Mike and Carol rarely see their kids anymore, so they've invited the whole bunch on a family vacation to bring them all together
a
Which of the following sets of characteristics best describe experiences? a. memorable, personal, sold by stagers, enhanced by sensations b. intangible, customized, sold by providers, enhanced by benefits c. fungible, natural, sold by traders, enhanced by characteristics d.tangible, standardized, sold by manufacturers, enhanced by features
a
Acts of political violence, the fear of terrorism, and the impact of natural disasters can keep people from traveling to destinations they would otherwise choose. This would be an example of: a. the homeostasis of survival and security needs b. the prepotency of physiological and safety needs c. the prepotency of self-actualization d. the homeostasis of self-actualization
b
Based on the video, "Religion & Babies," which of the following statements is not true? a. countries, whether majority Christian, Islamic, or Eastern religions, are converging on the model of two children per woman b. the number of children born per woman increases when women have access to education and the work force c. economic growth that lowers the importance of children's labor is associated with lower birth rates d. lowering child mortality lowers birth rates regardless of religion
b
Compared to the mid-1990s, the number of travel agency locations in the USA has a. grown to a much larger number than in the mid-1990s b. declined to a much smaller number than in the mid-1990s c. remained the same as in the mid-1990s
b
How much control do the organizations that market destinations (DMOs) generally have over the quality of services and the quantity of attractions provided at a destination? a. complete control b. very little control c. control over service quality and the number of attractions is unrelated to the success of a destination d. lots of control
b
If you are the market leader (meaning you have a dominant share of the total business) which strategy do you follow? a. encourage full information search and pre-purchase evaluation b. encourage consumers to go directly from need to choice c. market share and consumer choice strategies are unrelated
b
Older consumers generally: a. use technology for planning and experiencing a destination more than young travelers b. prefer passive recreational activities over more active ones c. have much less leisure time than middle-aged consumers d. travel to closer destinations than younger travelers
b
Question 18 1 pts Which of the following terms is best described as a state of mind that entails perceived freedom of choice and intrinsic motivation? a. recreation b. leisure c. service d. tourism e. experiences
b
Question 26 1 pts The acronym VFR means a. very far recreation, a name for many extreme sports that require people to travel great distances b. visiting friends and relatives c. visiting foreign regions, a major tourism market segment d. vegetable flavoring recipe, an important non-animal protein source
b
These types of travelers are not counted as part of international tourism statistics a. people traveling to participate in a religious event or observance b. temporary workers c. business travelers d. pleasure travelers
b
This is a psychological, emotional, and motivational link between the tourist and the destination. a. NTO b. brand c. DMO d. induced image e. organic image
b
This term refers to consumers who are using their purchasing power to shape the world according to their values and beliefs, leading organizations to project a more ethical or responsible image a. cultural commodification b. conscious consumerism c. none of these are correct d. collaborative consumption e. conspicuous consumption
b
This type of company operates a hotel for another company under a contract where it receives payment and/or some percentage of the revenue? a. owner company b. management company c. parent company d. franchisee
b
Travelers are more likely to do which of these? a. visit places with poorer local populations rather than places with higher income populations b. visit places closer to home rather than places that are farther away c. visit places that have cultures that are very different from those where they live d. visit places with fewer attractions rather than places with more attractions
b
What does service heterogeneity mean? a. services are produced and consumed at the same time b. services have the potential for high variability in their quality c. services can not be stored d. services can not be seen or tasted
b
What kind of attraction is best described by this definition: attractive enough to be the primary motivation for visits and can satisfy visitors for several days? a. satellite destination b. primary destination c. secondary or stopover destination d. tangible destination
b
When discussing franchising, to whom does this benefit apply? An opportunity to expand the brand using other people's money. a. applies to both the franchisor and franchisee b. applies to the franchisor c. applies to the franchisee d. applies to neither the franchisor or franchisee
b
When we talk about shrinkage in the context of managing food cost we're talking about: a. the difference between as purchased (AP) and edible portion (EP) b. employee theft c. the fact that meats physically shrink when they cook d. all of the answers are correct
b
Which of the following is NOT a key function of the typical DMO in the USA? a. leading and coordinating a destination's tourism activities b. creating and managing attractions c. marketing the destination d. driving the local economy through generating new income, employment, and taxes
b
Which of the following would NOT contribute to the amount of leakage experienced by a destination? a. overseas training of tourism personnel b. all the listed items would contribute to leakage c. commissions to travel agents and tour operators located outside the destination d. profits earned by foreign owners and landlords e. wage remittances and savings sent home by foreign wage earners
b
A blend of economy, technology, and social movement where access to goods and skills is more important than ownership a. conspicuous consumption b. cultural commodification c. collaborative consumption d. conscious consumerism
c
David is feeling tense and nervous. He can't relax; he's a real live-wire. In response he takes a cruise and returns home refreshed. The next time David feels like this he calls the cruise line and books a cruise. This is an example of: a. objectives b. product driven marketing c. learning d. consumer driven marketing
c
If a hotel has a supply of 60 rooms and there is demand for 30 rooms (that is, 30 rooms are occupied by paying guests), what is the hotel's occupancy rate? a. 200% b. 180% c. 50% d. can't compute occupancy rate from the information in this question
c
If we say that countries are converging in terms of health and wealth we mean that a. differences among countries are the same as they were in 1948 b. differences among countries are increasing c. differences among countries are decreasing
c
In the modern casino resort, which department is responsible for ensuring the safety of employees, guests and assets; escorting cash and chips within the casino, and enforcing minimum age requirement? a. table games department b. marketing department c. security department d. slot department e. surveillance department
c
Mangers at the Rainforest Café trained their employees to say "Your adventure is about to begin" rather than "Your table is ready." This is an example of a. eliminating negative cues b. engaging all five senses c. harmonizing impressions with positive cues d. mixing in memorabilia
c
Pine and Gilmore suggested that two important parts of the customer experience are a. Connection with the environment AND entertainment b. customer participation AND entertainment c. customer participation AND connection with the environment
c
Pricing your menu items based on the prices charged by competitors is known as: a. factor pricing b. actual cost pricing c. competitive pricing d. prime cost pricing
c
The phenomenon where more interaction between places happens since the cost (in time/money/effort) to travel between those two places has decreased is known as a. transportation b. infrastructure c. time-space convergence d. time-space divergence
c
Thinking about the history of gambling in the USA, which of the following time periods would be best described as a period when gambling was generally prohibited throughout the USA? a. The 1970s to today b. none of these are correct c. The 1890s to the 1960s d. Colonial Times to the 1880s
c
This is a model for understanding the relationships between a company, its employees, and the customer. a. heterogeneous marketing b. sympathetic marketing c. service marketing triangle d. societal marketing e. service marketing
c
This is the process where tourism helps to spread Western values, rendering one culture indistinguishable from the next a. conscious consumerism b. collaborative consumption c. homogenizing d. PEEST
c
This term represents all the activities, other than marketing to attract visitors, undertaken by the DMO to develop and maintain tourism in the destination. a. external destination development b. economic driver c. internal destination development d. channel destination development
c
This type of media is largely powered by user-generated content. a. print media b. mass media c. social media d. in-home media e. out-of-home media
c
Together with the product or service, what else is exchanged in the distribution channel? a. money b. information c. money AND information d. none of these are correct
c
We discussed a simple formula for measuring the economic impact of tourism. Which of the following is NOT part of that formula? a. number of tourists b. all of these terms are part of the formula c. costs of goods and services d. average spending e. multiplier
c
What are the three main reasons for government involvement in tourism? a. technology, infrastructure, and marketing b. promotion, people, and distribution c. political, economic, and environmental d. demographic, psychographic, and behavioral
c
When a customer's interaction with a front-line employee changes their perception of a company. a. service recovery b. the SERVQUAL model c. moment of truth d. customer relationship management e. total quality
c
When the tourism literature talks about travel as a way for people to experience family togetherness, maintain social contacts, experience their roots, or show affection for family members, these are all examples of which of Maslow's needs? a. physiological b. self-actualization c. belonging d. esteem e. csafety
c
Which hotel customer market segment is best described by "strong demand Monday through Thursday; most recession-proof of all the market segments?" a. leisure travelers b. SMERFs c. business travelers d. extended stay guests
c
Which hotel department typically employees the most staff? a. front office b. uniformed staff c. housekeeping d. room service e. security
c
Which key performance indicator is usually considered the most important metric for the hotel industry? a. occupancy rate b.ADR--average daily rate c.RevPAR--revenue per available room d. SPI--scale performance index
c
Which of the following best describes independent hotels in the USA? a. midscale, urban location, 50 rooms or less in size b. economy scale, urban location, 51 to 100 rooms in size c. economy scale, small town location, 50 rooms or less in size d. midscale, small town location, 50 rooms or less in size
c
Which of the following describe concerns that the traditional hotel industry (as represented by the American Hotel & Lodging Association) has about companies in the "sharing economy" such as Airbnb? a. much of Airbnb's inventory consists of properties listed for rent 350 or more days per year b. Airbnb properties don't have a strong record of paying local room taxes or meeting safety standards c. all of these are concerns d. much of Airbnb's revenue in major US cities is generated by professional landlords, not by regular folks who occasionally rent out a room
c
Which of the following represents the biggest problem we identified in our discussion of maps? a. learning how to read a map b. finding the scale to equate inches on the map to miles in the real world c. the fact that we can't project the surface of a sphere on to a 2-dimensional piece of paper without introducing error d. deciding what color to make each country since 10% of males have color blindness
c
Which of the following statements is the best description of the history of tourism? a. in the past the reasons people traveled were very different than the reasons people travel today. In the past the size of the market for travel was large, similar to today's mass market. b. in the past the reasons people traveled were very different than the reasons people travel today. In the past the size of the travel market was small, today it is a mass market. c. in the past the reasons people traveled were similar to today's reasons for travel. In the past the size of the market for travel was small, today it is a mass market d. in the past the reasons people traveled were similar to today's reasons for travel. In the past the size of the market for travel was large, similar to today's mass market.
c
Areas with larger tourism multipliers tend to . . . a. be countries with less developed economies b. be smaller in size c. have relatively more international visitors d. be countries with more highly developed economies e. have fewer international visitors
d
If you were to compare luxury scale properties to midscale properties, what could you say about their occupancy rates? a. on average, midscale properties have higher occupancy rates than luxury properties b. you can't really make any generalizations since there is no relationship between scale and occupancy rates c. on average, luxury properties and midscale properties have very similar occupancy rates d. on average, luxury properties have higher occupancy rates than midscale properties
d
In the SERVQUAL model this dimension of service measures the willingness of staff to help customers and provide prompt service. a. empathy b. reliability c. tangibles d. responsiveness e. assurance
d
In this type of gambling all bets are placed in a pool, taxes and the house percentage (take) are removed, and payoff odds are based on the pattern of actual betting behavior. a. charitable gaming b. card rooms c. lottery d. pari-mutuel wagering
d
Leakage is best described as . . . a. the money spent at local businesses to support tourism b. the money that is used to pay for tourism worker salaries at the destination c. the money that is gained by a local economy through foreign exchange earnings d. the money that leaves the local economy to pay for the imports needed to serve the needs of the tourist
d
Marriott International offers the following brands: Ritz-Carlton, Marriott Hotels, and Residence Inns. This is an example of a. a preferred vendor relationship b. exclusive distribution c. vertical integration d. horizontal integration
d
Push factors are: a. poor indicators of pull factors b. the specific destination chosen c. used to determine where to go d. motivations for travel
d
The drive toward putting a monetary value on aspects of a culture is called a. collaborative consumption b. conspicuous consumption c. conscious consumerism d. cultural commodification
d
This method to control the safety and sanitation of menu items follows a dish in every stage, from receiving to service, and determines the times in the process where the food could be compromised. a. SERVSafe b. cross contamination monitoring c. SAS—Standardized Approach to Sanitation d. HACCP—Hazard Assessment Critical Control Points
d
This type of marketing recognizes a company's place in society and its responsibility to citizens. a. sympathetic marketing b. service marketing triangle c. service marketing d. societal marketing e. heterogeneous marketing
d
Total quality: a. is a program that identifies frequent customers to promote to them directly b. is not important to the success of a business like hotels or restaurants c. occurs when a customer service professional takes actions that result in the customer being satisfied after a service failure has occurred d. integrates all employees, from management to front-line, in a process of continuous learning e. should only be done by management
d
When thinking about the variety of institutional arrangements found in the hotel industry (e.g., management contracts, owner-operated properties, franchising, etc.) we noted they represent different approaches to risk and reward. Which of the following best represents a high risk-high reward arrangement? a. use of a management company to operate the hotel b. co-branding the property c. becoming a franchisee of a popular hotel brand d. an owner-operated independent hotel
d
Which answer represents the best reason why it is important to try to synchronize demand for, and supply of, tourism? a. because services tend to be heterogeneous in quality b. because services are intangible c. because it is hard to separate the production and consumption of services d. because services are perishable
d
Which of the following does NOT affect the amount of conflict between hosts and guests at a destination? a. the degree to which visitors adopt to local norms b. the similarity in standards of living c. the number of visitors d. all of the listed answers can affect the amount of conflict
d
Which of the following is NOT a potential impact of climate change? a. increasing frequency and intensity of extreme storms b. more frequent and larger forest fires c. changes in soil moisture, erosion, and soil acidity d. all of these are examples of potential impacts e. decreasing snow cover
d
Which of the following statements is true about organic image? a. organic image tends to form after the induced image has formed b. organic image formation is easily influenced by destinations c. organic image is formed as a result of exposure to information managed and controlled by the tourism industry, such as ads and travel posters d. organic image tends to be a stronger influence in overall image formation than is induced image
d
Which one of these statements best describes experiences? a. experiences are exclusively about entertainment b. experiences are inherently impersonal c. companies design their services so that multiple people have the same exact experience d. companies stage experiences whenever they engage customers in a personal and memorable way
d
A hotel room with many informational table cards on counters and tables would likely be violating which of Pine and Gilmore's experience design principles? a. theme the experience b. mix in memorabilia c. harmonize the impression with positive cues d. engage all five senses e. eliminate negative cues
e
If a hotel has a $90 ADR and a 50% occupancy rate, what is its RevPAR? a. can't compute RevPAR from the information in this question b. RevPAR = $140 c. RevPAR = $450 d. RevPAR = $180 e. RevPAR = $45
e
Service recovery a. is a program that identifies frequent customers to promote to them directly b. is not important to the success of businesses like hotels and restaurants c. integrates all employees, from management to front-line, in a process of continuous learning d. should only be done by management e. occurs when a customer service professional takes actions that result in a customer being satisfied after a service failure has occurred
e
The Net Promoter Score (NPS) measures customer engagement. It assigns customers to one of three categories based on their likelihood of recommending a destination to others. Which category can be described as loyal enthusiasts likely to return and to rave about their travel experiences? a. detractors b. possessives c. introverts d. passives e. promoters
e
This is an example of a direct distribution channel. a. all of these answers are examples of a direct distribution channel b. booking a flight through Expedia.com c. having a travel agent plan your trip d. ordering dinner through Grubhub.com e. reserving a hotel room by calling the hotel
e
When describing the five key experience design principles Pine and Gilmore use the Forum Shops in Las Vegas as an example of which design principle? a. harmonize the impression with positive cues b. eliminate negative cues c. mix in memorabilia d. engage all five senses e. theme the experience
e
The US Supreme Court has consistently held that tribal casinos on Indian land are under the regulatory power of state governments. True False
false
Americans today eat more chicken per person than they did in 1980. True False
true
Compared to 1980 today Americans spend _______ of their food dollar on food away from home. less the same amount more
more
