Exam 9: Communicating for Service

Casinos use loyalty program cards to target in on high profit gamblers and entices them to return by offering them complimentary food, rooms, or tickets.

A modeling decision might be appropriate at a hotel in a high crime area to ensure that side doors automatically lock at a specific time.

Which one is a source of customer-provided information?

Data analytics guarantees helping and organization both find and improve business success and guest experiences.

Information about services offered is usually found as part of the service product itself rather than within the service environment.

POS systems have complicated the communication between front and back of the house employees.

Artificial Intelligence is a relatively new and innovative technology, but is not something that can be utilized within service and hospitality organizations.

Some POS systems can be accessed from anywhere around the world.

The purpose of an information system in a hospitality organization is to assist in creating the service experience that the customer expects.

Managers often spend too much time over-emphasizing the qualitative data and not enough time on the quantitative data.

Information can also be considered part of the service product.

Combining POS and CRM systems can act as a strong support for strategic decision making within service and hospitality organizations.

Joanna makes a reservation with the front desk of the 5-star Elizabethan Hotel. The Front desk then informs her that the steak house owned by the hotel is also 5-star and has limited reservations left for tonight. She asks Joanna if she would like to make a reservation. This is an example of?

Employee empowerment to fix service failures at the point of failure reduces the need for tracking information up through management for decisions to be made later.

What is the main way in which new technologies do not create greater value to service organizations?

What are systems that go beyond gathering or delivering information, but also help make and improve business decisions in real time?

Information embedded in the service environment must be

The service environment directly influences the customer's perception of the quality and value of a service organization.

Which of the following is an example of how information about the services offered is part of the service environment?

What type of technological systems assist in the communication and proper sequencing between front and back of the house service employees?