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Guest Service Exam 1 (Ch. 1, 2, 3, & 8) Questions and Answers 100% Correct
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Guest Service Exam 1 (Ch. 1, 2, 3, & 8) Questions and Answers 100% Correct
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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
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