Question 1

The best time for a telephone survey is dinner time on Friday night because families are most apt to be home.

Accepted Answer

A) True 
 B)False

Question 2

A primary advantage of management observation for measuring service quality is

Accepted Answer

A)  The observational results have statistical validity. 
B)  It is simple and inexpensive. 
C)  Employees perform better when they know they are being observed. 
D)  Employees can be monitored without their knowledge. 
A)  The observational results have statistical validity. 
B)  It is simple and inexpensive. 
C)  Employees perform better when they know they are being observed. 
D)  Employees can be monitored without their knowledge.

Question 3

Which of the following is an advantage of comment cards?

Accepted Answer

A)  They force guests to be objective. 
B)  Self-selected respondents are more likely to be honest. 
C)  They enable quick response to failure. 
D)  They are relatively easy to use. 
A)  They force guests to be objective. 
B)  Self-selected respondents are more likely to be honest. 
C)  They enable quick response to failure. 
D)  They are relatively easy to use.

Question 4

An advantage of the mail survey is

Accepted Answer

A)  very high response rates 
B)  Guests remember more upon reflection at home. 
C)  convenience to the guest 
D)  It provides evidence of the organization's interest in guest opinions. 
A)  very high response rates 
B)  Guests remember more upon reflection at home. 
C)  convenience to the guest 
D)  It provides evidence of the organization's interest in guest opinions.

Question 5

Like comment cards, call-in feedback does not produce enough feedback to be considered reliable.

Accepted Answer

A) True 
 B)False

Question 6

The good organizations pick one primary method for measuring quality.

Accepted Answer

A) True 
 B)False

Question 7

Mystery shoppers are inexpensive and a useful tool.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is an advantage of a guarantee for the organization?

Accepted Answer

A)  It forces managers to supervise the guest experience carefully. 
B)  It forces employees to worry about the guest experience. 
C)  It pinpoints exactly where the service failed. 
D)  It saves the organization money. 
A)  It forces managers to supervise the guest experience carefully. 
B)  It forces employees to worry about the guest experience. 
C)  It pinpoints exactly where the service failed. 
D)  It saves the organization money.

Question 9

MBWA stands for Management Being Watchful Always.

Accepted Answer

A) True 
 B)False

Question 10

When deciding which quality assessment method should be used, companies should consider who should collect and interpret the data.

Accepted Answer

A) True 
 B)False

Question 11

Most guests fill out a comment card before leaving the service location.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is a major advantage of mystery shoppers?

Accepted Answer

A)  They are inexpensive. 
B)  Their findings have statistical reliability. 
C)  They are unbiased and without expectations. 
D)  They observe and report on service delivery from up close. 
A)  They are inexpensive. 
B)  Their findings have statistical reliability. 
C)  They are unbiased and without expectations. 
D)  They observe and report on service delivery from up close.

Question 13

Focus groups are very helpful in

Accepted Answer

A)  providing statistically valid data on service failures 
B)  itemizing the costs of gathering information about service failures 
C)  minimizing guest inconvenience 
D)  providing qualitative information that might otherwise be unavailable 
A)  providing statistically valid data on service failures 
B)  itemizing the costs of gathering information about service failures 
C)  minimizing guest inconvenience 
D)  providing qualitative information that might otherwise be unavailable

Question 14

Service standards in hospitality are equivalent to

Accepted Answer

A)  quality control standards in manufacturing 
B)  neatness standards in retail 
C)  quality inspection in construction 
D)  engagement standards in the amusement park entertainment 
A)  quality control standards in manufacturing 
B)  neatness standards in retail 
C)  quality inspection in construction 
D)  engagement standards in the amusement park entertainment

Question 15

Miguel is working for the hotel. He normally works the front desk, but his job today is to simply walk around the hotel concentrating on the lobby asking hotel guests how their stay is. Another term for this persons job function on this day is?

Accepted Answer

A)  Lounge Leopard 
B)  Lobby Lizard 
C)  Pesky Pete 
D)  Nagging Nanny 
A)  Lounge Leopard 
B)  Lobby Lizard 
C)  Pesky Pete 
D)  Nagging Nanny

Question 16

The advantage of process strategies is that they can catch the service error right after it occurs and can immediately take action so it does not affect the next guest.

Accepted Answer

A) True 
 B)False

Question 17

A major advantage of mystery shoppers is the relatively large sample on which reports are based.

Accepted Answer

A) True 
 B)False

Question 18

Servers should be given the comment cards that have negative comments about their performance.

Accepted Answer

A) True 
 B)False

Question 19

In the critical incident technique, the moments in the guest experience are classified as dissatisfiers, neutral, or satisfiers.

Accepted Answer

A) True 
 B)False

Question 20

Mystery shoppers are always trained observers who sporadically sample the service and its delivery.

Accepted Answer

A) True 
 B)False

The best time for a telephone survey is dinner time on Friday night because families are most apt to be home.

A primary advantage of management observation for measuring service quality is

Which of the following is an advantage of comment cards?

An advantage of the mail survey is

Like comment cards, call-in feedback does not produce enough feedback to be considered reliable.

The good organizations pick one primary method for measuring quality.

Mystery shoppers are inexpensive and a useful tool.

Which of the following is an advantage of a guarantee for the organization?

MBWA stands for Management Being Watchful Always.

When deciding which quality assessment method should be used, companies should consider who should collect and interpret the data.

Most guests fill out a comment card before leaving the service location.

Which of the following is a major advantage of mystery shoppers?

Focus groups are very helpful in

Service standards in hospitality are equivalent to

Miguel is working for the hotel. He normally works the front desk, but his job today is to simply walk around the hotel concentrating on the lobby asking hotel guests how their stay is. Another term for this persons job function on this day is?

The advantage of process strategies is that they can catch the service error right after it occurs and can immediately take action so it does not affect the next guest.

A major advantage of mystery shoppers is the relatively large sample on which reports are based.

Servers should be given the comment cards that have negative comments about their performance.

In the critical incident technique, the moments in the guest experience are classified as dissatisfiers, neutral, or satisfiers.

Mystery shoppers are always trained observers who sporadically sample the service and its delivery.

The Hospitality Service Strategy

Meeting Guest Expectations Through Planning

Setting the Scene for the Guest Experience

Developing the Hospitality Culture: Everyone Serves

Staffing for Service

Training and Developing Employees to Serve

Serving With a Smile Motivating Exceptional Service

Involving the Guest: the Co-Creation of Value

Communicating for Service

Planning the Service Delivery System

Waiting for Service

Fixing Service Failures

Service Excellence: Leading the Way to Wow

Filters

Exam 12: Measuring and Managing Service Delivery

The best time for a telephone survey is dinner time on Friday night because families are most apt to be home.

A primary advantage of management observation for measuring service quality is

Which of the following is an advantage of comment cards?

An advantage of the mail survey is

Like comment cards, call-in feedback does not produce enough feedback to be considered reliable.

The good organizations pick one primary method for measuring quality.

Mystery shoppers are inexpensive and a useful tool.

Which of the following is an advantage of a guarantee for the organization?

MBWA stands for Management Being Watchful Always.

When deciding which quality assessment method should be used, companies should consider who should collect and interpret the data.

Most guests fill out a comment card before leaving the service location.

Which of the following is a major advantage of mystery shoppers?

Focus groups are very helpful in

Service standards in hospitality are equivalent to

Miguel is working for the hotel. He normally works the front desk, but his job today is to simply walk around the hotel concentrating on the lobby asking hotel guests how their stay is. Another term for this persons job function on this day is?

The advantage of process strategies is that they can catch the service error right after it occurs and can immediately take action so it does not affect the next guest.

A major advantage of mystery shoppers is the relatively large sample on which reports are based.

Servers should be given the comment cards that have negative comments about their performance.

In the critical incident technique, the moments in the guest experience are classified as dissatisfiers, neutral, or satisfiers.

Mystery shoppers are always trained observers who sporadically sample the service and its delivery.

The Hospitality Service Strategy

Meeting Guest Expectations Through Planning

Setting the Scene for the Guest Experience

Developing the Hospitality Culture: Everyone Serves

Staffing for Service

Training and Developing Employees to Serve

Serving With a Smile Motivating Exceptional Service

Involving the Guest: the Co-Creation of Value

Communicating for Service

Planning the Service Delivery System

Waiting for Service

Fixing Service Failures

Service Excellence: Leading the Way to Wow

Filters