Question 1

Neither restaurant managers nor guests like to see a great deal of excess capacity.

Accepted Answer

A) True 
 B)False

Question 2

The actual waiting time is more important to guests than their perception of waiting time.

Accepted Answer

A) True 
 B)False

Question 3

A poor illustration of a multi-channel, single-phase queue would be

Accepted Answer

A)  a line waiting for bank teller service 
B)  a line waiting for airline counter service 
C)  picking up the phone and waiting for operator service 
D)  security screening at the airport 
A)  a line waiting for bank teller service 
B)  a line waiting for airline counter service 
C)  picking up the phone and waiting for operator service 
D)  security screening at the airport

Question 4

An example of a single-channel, multi-phase queue is a drive-thru at a limited-menu fast-service facility.

Accepted Answer

A) True 
 B)False

Question 5

Security check-ins at airports typically use ______ channel, ______ phase queues

Accepted Answer

A)  single; single 
B)  single; multi 
C)  multi; single 
D)  multi; multi 
A)  single; single 
B)  single; multi 
C)  multi; single 
D)  multi; multi

Question 6

If time and money permit, which strategy for dealing with large crowds of guests is preferable?

Accepted Answer

A)  close the doors 
B)  add capacity 
C)  manage demand 
D)  allow the line to form and divert customers 
A)  close the doors 
B)  add capacity 
C)  manage demand 
D)  allow the line to form and divert customers

Question 7

If a customer has just had a comfortable and predictable wait, followed by a subsequent wait that is unpredictable and stressful, the second wait will seem longer than if a well-managed wait had not just occurred.

Accepted Answer

A) True 
 B)False

Question 8

When there is short-term high demand, an organization should add capacity to fix the waits.

Accepted Answer

A) True 
 B)False

Neither restaurant managers nor guests like to see a great deal of excess capacity.

The actual waiting time is more important to guests than their perception of waiting time.

A poor illustration of a multi-channel, single-phase queue would be

An example of a single-channel, multi-phase queue is a drive-thru at a limited-menu fast-service facility.

Security check-ins at airports typically use channel, phase queues

If time and money permit, which strategy for dealing with large crowds of guests is preferable?

If a customer has just had a comfortable and predictable wait, followed by a subsequent wait that is unpredictable and stressful, the second wait will seem longer than if a well-managed wait had not just occurred.

When there is short-term high demand, an organization should add capacity to fix the waits.

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

Measuring and Managing Service Delivery

Fixing Service Failures

Service Excellence: Leading the Way to Wow

Filters

Exam 11: Waiting for Service

Neither restaurant managers nor guests like to see a great deal of excess capacity.

The actual waiting time is more important to guests than their perception of waiting time.

A poor illustration of a multi-channel, single-phase queue would be

An example of a single-channel, multi-phase queue is a drive-thru at a limited-menu fast-service facility.

Security check-ins at airports typically use ______ channel, ______ phase queues

If time and money permit, which strategy for dealing with large crowds of guests is preferable?

If a customer has just had a comfortable and predictable wait, followed by a subsequent wait that is unpredictable and stressful, the second wait will seem longer than if a well-managed wait had not just occurred.

When there is short-term high demand, an organization should add capacity to fix the waits.

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

Measuring and Managing Service Delivery

Fixing Service Failures

Service Excellence: Leading the Way to Wow

Filters

Security check-ins at airports typically use channel, phase queues