Exam 9: Communicating for Service

Guest history and ______ are used together to enhance the guest experience by using past experiences to customize future experiences for a guest.

Decision support systems (DSS) are able to help employees make better decisions, but do not replace the decision maker altogether.

Data analytics and decision support systems (DSS) can help casinos make decisions about which customers to give incentives and comps to, what type of incentives and comps should be offered, and at what time.

Regardless of whether or not the data is good or bad, all information is important to use in making managerial decisions.

Graphics are an important way a service organization is able to communicate information through their service environment.

Information embedded in the service environment should be hidden from customers.

In recent years, there has been an increased use of relationship marketing, which emphasizes the market-segment-of-one concept.

It is important to share as much information with employees and guests as possible, even if it is not particularly important to them.

The service setting itself does not provide useful information to guests of the organization.

The best way to manage information is to keep it in the hands of the managers who make those decisions.

Because decision makers have been out of school the longest, they are typically the ones who are most uncomfortable and unfamiliar with new technology.

New technologies aim to give guests more of what they want, need, and expect from a service organization.

The front and back of the house operations do not need to communicate that much in hospitality and service organizations because they are independent of one another.

Hospitality organizations should adopt the newest technologies as quickly as possible.

Customer-provided information is another source of information guests can utilize to enhance their experience.

Who can be considered "internal customers" of service organizations?

What helps communicate the quality and value of the service experience as well as guide the guest's perception of their experience?

Synthesizing large amounts of data to search for useful information through data analytics is often cheap or free with services offered today.

Customer transactions, psychographics, and demographics are all examples of useful types of information that can be analyzed through data analytics.

What operating model helps determine the optimum number of units to be reordered based on inventory levels, projected demand, and various associated costs?