Exam (elaborations)
hm 3100 final exam review.
- Course
- Institution
hm 3100 final exam review.
[Show more]
Seller
Follow
denicetho
Content preview
hm 3100 final exam reviewa point of service at which a customer service is either made or lost is known as -
ANS-moment of truth
Meeting and exceeding the individual expectations of the customer is called: -
ANS-quality customer service
What belief is commonly accepted as being the proper way or method that something is
to be done? - ANS-paradigm
Choose the reason that does not support why "Bad News Travels Fast": -
ANS-customers remember common events
A return customer costs far less to keep than obtaining a new one. - ANS-true
Most businesses should spend less money attracting customers and more effort
retaining the ones that they have. - ANS-true
Some reasons for bad service are acceptable. - ANS-false
Income, age, family status, number of children, and profession are all variables in
state-of-mind segmenting. - ANS-false
One of the benefits of segmenting a market is that a hospitality business can specialize
its marketing efforts to reach given segments. - ANS-true
From the list below, mark the items that are bases of market segmentation. -
ANS--product benefits
-state of being
-product usage
-state of mind
class, race, and gender would all constitute - ANS-demographic variables
From the list below, please mark the research strategies you can use to get to know
your guests' expectations: - ANS-all options are correct
, In general, guests everywhere expect safety, courtesy, a seamless experience, and
efficiency (right price too). - ANS-true
The items below are all components of a setting except: - ANS-price
The process supports the setting and the staff as you deliver quality guest service. The
process is a series of actions strung together to produce an expected/desired result. -
ANS-true
Helping a guest choose a good seat for the show is an example is which type of
service? - ANS-assistance service
Helping a traveler find an alternative flight in bad weather is an example of which type of
service? - ANS-repair service
Remembering a guests' favorite drink of a customer or offering a free upgrade is an
example of which type of service? - ANS-value-added service
Giving something extra to a guest that doesn't cost extra can include personalizing a
service, giving extra attention, recognizing a familiar face, or giving extra help with bags
or the elevator. - ANS-true
The idea of organizing and controlling a theme that is consistent throughout the entirety
of a company is known as brand management. - ANS-true
From the list below, mark only the items that are advantages of self-service: -
ANS-shorter lines, increased processing, increased speed of service, decreased labor
From the list below, mark the item that is not one of the distinctive features of service. -
ANS-portability
Services are distinctively different from products in the composition, production process,
delivery and consumption. - ANS-true
Services are essentially activities not conducted by people, for people, most often and
the presence only of people who deliver this services. - ANS-false
The most distinctive feature of service is its relative intangibility. Service is a
performance, as opposed to an object - it cannot be seen, felt, tasted, or touched as
goods can be. - ANS-true
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller denicetho. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $9.52. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
83100 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now