Exam 9: Communicating for Service

What is information overload?

What helps employees serve guests more efficiently and effectively by assisting in the communication?

Sending an e-mail, a text, and a mailed hard copy of critical information is called?

Providing information to the guest is in itself a service that is often just as important as the primary service that the organization provides.

What is one of the major concerns regarding the increasing use of technology in service and hospitality organizations, especially regarding customer information?

Information embedded in the service environment does not enhance or detract from the customer's service experience.

If information technology systems are utilized to their full potential, hospitality and service organizations should be able to implement what technique to increase profits?

The more a job deals with ambiguous and uncertain situations, the more information is needed to provide quality service product.

The process of capturing large bodies of information gathered through textual sources for use in business intelligence and research is

What is the biggest challenge when attempting to implement and utilize information systems to enhance the customer service experience?

One way successfully utilized information systems can help service organizations make the delivery of the guest experience's more effective is by allowing organizations to customize their guest's experiences.