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Guest Services Midterm Exam Questions and Answers 100% Correct
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Guest Services Midterm Exam Questions and Answers 100% Correct
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Guest Services Midterm Exam Questions andAnswers 100% Correct
inseparability - ANSWER the production of a service cannot be separated from
its consumption by the customer
customers must participate - ANSWER when service is happening
service provider cannot mass produce services, therefore - ANSWER services
are difficult to distribute
appointments and reservations - ANSWER used for scheduling the delivery of
services
elf service technology - ANSWER customer co-production
guest can be involved with a company 4 ways - ANSWER as a consultant, a part
of the environment, as a coproducer, or as a manager
guests can be consultants by participating in - ANSWER focus groups or
advisory boards
loyal customers are more willing to - ANSWER participate in a focus group or
advisory board
, guests as consultants - ANSWER companies consult its guests about what they
like and dislike about the experience
guests as environment - ANSWER customers can influence each other's
services by enhancing or detracting service quality and satisfaction
customers can enhance satisfaction - ANSWER mere presence of people, enjoy
the experience with other people-theme park/movie, socialization/friendships, as
assistants or teachers
customers can detract from satisfaction - ANSWER excessive crowding,
disruptive behaviors, overly demanding behaviors, incompatible needs
guests as coproducers - ANSWER guests become part of the service production
and delivery system
advantages of coproducers for the organization - ANSWER reduce labor costs,
enriches employee jobs, improve service operation speeds, reduce service
failures, new market niches
advantages of coproducers for guests - ANSWER reduced service costs,
increased interests --> experience, saves service time, reduces risk of service
failure, improves quality and satisfaction
disadvantages of coproducers for organization - ANSWER increased design
costs for user friendly systems, guest training costs, increases liability risk,
increases employee costs to train them to work with guests, variability in guests
willing to coproduce
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