Exam (elaborations)
Guest Service Exam 1 (Ch. 1, 2, 3, & 8) Questions and Answers 100% Correct
- Course
- Institution
Guest Service Exam 1 (Ch. 1, 2, 3, & 8) Questions and Answers 100% Correct
[Show more]
Content preview
Guest Service Exam 1 (Ch. 1, 2, 3, & 8)Questions and Answers 100% Correct
Understand consumers, customers, clients, guests, & internal customers -
ANSWER They choose to visit.
In the hospitality industry, we tend to prefer the term "guest".
Product concept; how services and goods are distinguished - ANSWER Service-
something that is done for us
Goods- are items
Quality - ANSWER Quality of experience=Q of experience delivered-Q of
experience expectation
Guest define
Value - ANSWER Value of experience=the Quality of the experience/ all cost
Guest define it
Cost - ANSWER Opportunity costs, time, risks
Tangible and intangible, financial and non-financial costs
Guestrology - ANSWER treating customers like guests and manage the
organization from the guest's point of view.
Service industry & US economy - ANSWER The interaction between the
customer and the service provider.
, Guest's evaluation of service experience at the service encounter.
Dimensions of service experience - ANSWER
Intangibility - ANSWER services cannot be seen, tasted, felt, heard, or smelled
before purchase
service providers have difficulty in assessing quality or value accurately and
objectively
Perishability - ANSWER Services cannot be stored for later sale or use (Rooms
and empty seats cannot be stored)
If it is delivered, it is lost
Inseparability - ANSWER services cannot be separated from their providers
customer-contact employees are part of the product (employee empowerment)
customers are part of the product as we (Customer participation)
Employees and customers co-create the service
Variability (Heterogeneity) - ANSWER quality of services depends on who
provides services & when they are provided
each time a service is performed, it is performed in a different way
Hospitality Services - ANSWER Both service provider and customer present
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 StudySet. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $12.49. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
77016 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now