Exam (elaborations)
GSM Exam 3 Questions & Answers 2024/2025
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GSM Exam 3 Questions & Answers 2024/2025
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GSM Exam 3 Questions & Answers2024/2025
What are the three factors of a guest's response to a service setting? - ANSWERSphysiological, cognitive,
emotional
Temperature, humidity, air quality, smells, sounds, and light are all ambient conditions in the service
environment - ANSWERSTrue
Which of the following environmental features does not contribute to the guest's feeling of safety? -
ANSWERSTall Hedges
Functional congruence in the environment refers to - ANSWERSHow well something with a functional
purpose fits in the environment in which it serves that purpose
An organization that attempts to increase the revenue-producing space within which it provides guest
experience at the expense of essential but non-revenue producing space will most likely - ANSWERSHave
a memorable service setting, but unreliable delivery system
Theming expands the limits of what the organization can offer in terms of service, setting, and delivery
system - ANSWERSFalse
Hospitality organizations have used the concept of theming to - ANSWERSAdd value to the guest
experience and enhance it
One importance of the service environment is that it influences guest expectations even before the
service is delivered - ANSWERSTrue
One of the easiest ways to assess how the environment influences the guest expectations is the rest
room test, which shows how much cleanliness is made a priority - ANSWERSTrue
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