Exam 12: Measuring and Managing Service Delivery

Employers should improvise questions when asking guests about their experience because guests are always motivated to tell the whole truth.

A service guarantee is an internal goal of service set for employees and not communicated to the guest.

Knowing what errors are being made is a key to providing excellent service.

SERVQUAL assesses guest perceptions, not objective reality.

Some hotels actually offer an unconditional 100 percent satisfaction guarantee.

If 95 percent of an organization's guests do not fill out comment cards, the organization can assume that these guests had what reaction to the service?

SERVQUAL is

Measuring what guests think about a guest experience is easy for an experienced organization.

Which evaluation technique is more apt to reveal to organizational management in a timely manner that a server has given some guests permission to smoke in a no-smoking section?

SERVQUAL measures the way customers perceive the quality of the service experiences in which five categories?

The best evaluators are

Job performance standards are

The best time to find out about service failures is

To try to encourage feedback, some companies offer coupons and prizes.

Knowing what has failed not what has gone right is what is needed to reassess service.

Simplicity and low cost are two advantages of the MBWA assessment technique.

"Walking the front" means the servers watch the guest experience first-hand.

The comment cards returned to a restaurant are particularly valuable because they represent a true random sample.

Comment cards the easiest and cheapest form of data collection and allow for managers to analyze the data and fix service delivery service problems.

Structured guest interviews are very detailed, offer excellent numerical data, and are relatively cheap.