Question 1

A guest who is more engaged creates a better quality product than if the organization created it for them.

Accepted Answer

A) True 
 B)False

Question 2

Segmenting the service process so that guests entering the service setting can choose the extent to which they can or will participate is inadvisable because it creates many inefficiencies.

Accepted Answer

A) True 
 B)False

Question 3

The benefit of having guests participate in the service experience always outweighs the costs.

Accepted Answer

A) True 
 B)False

Question 4

An organization changing from full-service to co-production would probably have to make changes in its delivery system.

Accepted Answer

A) True 
 B)False

Question 5

Guests who serve as "consultants" to hospitality organizations usually receive a modest consulting fee.

Accepted Answer

A) True 
 B)False

Question 6

Co-producing guests do not typically serve as

Accepted Answer

A)  capacity planners 
B)  trainers of other guests 
C)  supervisors 
D)  unpaid consultants 
A)  capacity planners 
B)  trainers of other guests 
C)  supervisors 
D)  unpaid consultants

Question 7

Which of the following is the most serious disadvantage of guest co-production for the organization?

Accepted Answer

A)  It increases legal risk. 
B)  It increases training costs. 
C)  It requires changes in the service environment. 
D)  It requires changes in the delivery system. 
A)  It increases legal risk. 
B)  It increases training costs. 
C)  It requires changes in the service environment. 
D)  It requires changes in the delivery system.

Question 8

One guest always stays at the same hotel when she is in town because the employees greet her by name, and they always set up her room according to her indicated preferences in her loyalty club profile. This is an example of how co-production

Accepted Answer

A)  builds commitment 
B)  decreases the guest's perceived value 
C)  serves as a differentiation strategy 
D)  cuts costs for the hotel 
A)  builds commitment 
B)  decreases the guest's perceived value 
C)  serves as a differentiation strategy 
D)  cuts costs for the hotel

Question 9

The feeling of how long something takes is as important to the guest as how long it actually takes.

Accepted Answer

A) True 
 B)False

Question 10

Theme parks allow guests to choose which rides to go on for the day. In determining the selection of rides, theme parks ensure each ride is up to safety standards so as not to put the guest at risk. This type of co-production enhances _____ for the guest.

Accepted Answer

A)  perceived safety 
B)  actual safety 
C)  perceived control 
D)  actual control 
A)  perceived safety 
B)  actual safety 
C)  perceived control 
D)  actual control

Question 11

A group couponing site such as Groupon rewards customers who invite their friends to purchase coupons. This is an example of

Accepted Answer

A)  Guests as part of each other's experience 
B)  Guests as marketers 
C)  Guests as unpaid consultants 
D)  Guests as supervisors 
A)  Guests as part of each other's experience 
B)  Guests as marketers 
C)  Guests as unpaid consultants 
D)  Guests as supervisors

Question 12

Guests can learn to co-produce the experience from hospitality employees and from other guests.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following best describes when co-production is used as a differentiation strategy?

Accepted Answer

A)  restaurants that offer salad bars 
B)  cook it yourself restaurants 
C)  buffet style restaurants 
D)  counter style restaurants 
A)  restaurants that offer salad bars 
B)  cook it yourself restaurants 
C)  buffet style restaurants 
D)  counter style restaurants

Question 14

An unhappy guest telling an employee that the employee is not providing the service properly is performing a(n)

Accepted Answer

A)  formal complaint 
B)  improper escalation 
C)  supervisory function 
D)  service evaluation 
A)  formal complaint 
B)  improper escalation 
C)  supervisory function 
D)  service evaluation

Question 15

The constant monitoring by guests of the service being provided is a positive influence on service quality.

Accepted Answer

A) True 
 B)False

Question 16

A restaurant decides to offer a lunch buffet instead of a la carte ordering. Which of the following is not a co-production benefit of the restaurant's decision?

Accepted Answer

A)  Increase in cost efficiency from being able to serve more customers without needing more waitstaff 
B)  Increase in guests' perceived control since they can choose their favorite foods in their preferred quantities from the buffet 
C)  Increase in production efficiency from utilizing a kitchen that might otherwise be more idle 
D)  Increase in inventory efficiency from minimizing food waste 
A)  Increase in cost efficiency from being able to serve more customers without needing more waitstaff 
B)  Increase in guests' perceived control since they can choose their favorite foods in their preferred quantities from the buffet 
C)  Increase in production efficiency from utilizing a kitchen that might otherwise be more idle 
D)  Increase in inventory efficiency from minimizing food waste

Question 17

Guests are NOT motivated to participate in co-producing their own experience when

Accepted Answer

A)  They must participate to have the experience. 
B)  The experience is not worth more than the cost. 
C)  Their personalities fit in with co-production. 
D)  They can see financial benefits in the participation. 
A)  They must participate to have the experience. 
B)  The experience is not worth more than the cost. 
C)  Their personalities fit in with co-production. 
D)  They can see financial benefits in the participation.

Question 18

Most guests are willing to give feedback to servers about the quality of the service being provided.

Accepted Answer

A) True 
 B)False

Question 19

Although hospitality organizations are reluctant to do so, firing guests may become necessary when

Accepted Answer

A)  They demand too much personalized service. 
B)  The guest experience is beyond their information-processing capabilities. 
C)  They endanger employees. 
D)  They complain about the selection of items. 
A)  They demand too much personalized service. 
B)  The guest experience is beyond their information-processing capabilities. 
C)  They endanger employees. 
D)  They complain about the selection of items.

Question 20

How can co-production improve the guest's perception of the service quality?

Accepted Answer

A)  Guests experience a sense of pride in having created something. 
B)  Guests are less likely to blame the company for something they co-produced. 
C)  Guests can tailor the service to their personal tastes and preferences. 
D)  Guests can rate service on comment cards. 
A)  Guests experience a sense of pride in having created something. 
B)  Guests are less likely to blame the company for something they co-produced. 
C)  Guests can tailor the service to their personal tastes and preferences. 
D)  Guests can rate service on comment cards.

A guest who is more engaged creates a better quality product than if the organization created it for them.

Segmenting the service process so that guests entering the service setting can choose the extent to which they can or will participate is inadvisable because it creates many inefficiencies.

The benefit of having guests participate in the service experience always outweighs the costs.

An organization changing from full-service to co-production would probably have to make changes in its delivery system.

Guests who serve as "consultants" to hospitality organizations usually receive a modest consulting fee.

Co-producing guests do not typically serve as

Which of the following is the most serious disadvantage of guest co-production for the organization?

One guest always stays at the same hotel when she is in town because the employees greet her by name, and they always set up her room according to her indicated preferences in her loyalty club profile. This is an example of how co-production

The feeling of how long something takes is as important to the guest as how long it actually takes.

Theme parks allow guests to choose which rides to go on for the day. In determining the selection of rides, theme parks ensure each ride is up to safety standards so as not to put the guest at risk. This type of co-production enhances _____ for the guest.

A group couponing site such as Groupon rewards customers who invite their friends to purchase coupons. This is an example of

Guests can learn to co-produce the experience from hospitality employees and from other guests.

Which of the following best describes when co-production is used as a differentiation strategy?

An unhappy guest telling an employee that the employee is not providing the service properly is performing a(n)

The constant monitoring by guests of the service being provided is a positive influence on service quality.

A restaurant decides to offer a lunch buffet instead of a la carte ordering. Which of the following is not a co-production benefit of the restaurant's decision?

Guests are NOT motivated to participate in co-producing their own experience when

Most guests are willing to give feedback to servers about the quality of the service being provided.

Although hospitality organizations are reluctant to do so, firing guests may become necessary when

How can co-production improve the guest's perception of the service quality?

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

Communicating for Service

Planning the Service Delivery System

Waiting for Service

Measuring and Managing Service Delivery

Fixing Service Failures

Service Excellence: Leading the Way to Wow

Filters

Exam 8: Involving the Guest: the Co-Creation of Value

A guest who is more engaged creates a better quality product than if the organization created it for them.

Segmenting the service process so that guests entering the service setting can choose the extent to which they can or will participate is inadvisable because it creates many inefficiencies.

The benefit of having guests participate in the service experience always outweighs the costs.

An organization changing from full-service to co-production would probably have to make changes in its delivery system.

Guests who serve as "consultants" to hospitality organizations usually receive a modest consulting fee.

Co-producing guests do not typically serve as

Which of the following is the most serious disadvantage of guest co-production for the organization?

One guest always stays at the same hotel when she is in town because the employees greet her by name, and they always set up her room according to her indicated preferences in her loyalty club profile. This is an example of how co-production

The feeling of how long something takes is as important to the guest as how long it actually takes.

Theme parks allow guests to choose which rides to go on for the day. In determining the selection of rides, theme parks ensure each ride is up to safety standards so as not to put the guest at risk. This type of co-production enhances _____ for the guest.

A group couponing site such as Groupon rewards customers who invite their friends to purchase coupons. This is an example of

Guests can learn to co-produce the experience from hospitality employees and from other guests.

Which of the following best describes when co-production is used as a differentiation strategy?

An unhappy guest telling an employee that the employee is not providing the service properly is performing a(n)

The constant monitoring by guests of the service being provided is a positive influence on service quality.

A restaurant decides to offer a lunch buffet instead of a la carte ordering. Which of the following is not a co-production benefit of the restaurant's decision?

Guests are NOT motivated to participate in co-producing their own experience when

Most guests are willing to give feedback to servers about the quality of the service being provided.

Although hospitality organizations are reluctant to do so, firing guests may become necessary when

How can co-production improve the guest's perception of the service quality?

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

Communicating for Service

Planning the Service Delivery System

Waiting for Service

Measuring and Managing Service Delivery

Fixing Service Failures

Service Excellence: Leading the Way to Wow

Filters