Question 1

Regarding the chapter's strategic planning model, strategic premises are developed on the basis of

Accepted Answer

A)  an environmental assessment 
B)  an internal audit 
C)  the organization's most comprehensive vision 
D)  key performance indicators 
A)  an environmental assessment 
B)  an internal audit 
C)  the organization's most comprehensive vision 
D)  key performance indicators A

Question 2

The final step in the service strategy is to figure out how the service delivery system makes the service product available to the guest.

Accepted Answer

A) True 
 B)False  True

Question 3

If an airline determines that food quality is not one of its core competencies, it should

Accepted Answer

A)  improve the quality until it becomes a core competency 
B)  neglect food service in favor of focusing on other core competencies 
C)  look to accent its financial strength 
D)  it should sell its brand image 
A)  improve the quality until it becomes a core competency 
B)  neglect food service in favor of focusing on other core competencies 
C)  look to accent its financial strength 
D)  it should sell its brand image A

Question 4

Regardless of strategy, the best way to maintain success is

Accepted Answer

A)  provide better quality and value than your competitors 
B)  invest in good marketing campaigns 
C)  constantly innovate and look for new market niches 
D)  hire and retain quality employees 
A)  provide better quality and value than your competitors 
B)  invest in good marketing campaigns 
C)  constantly innovate and look for new market niches 
D)  hire and retain quality employees

Question 5

Core values are not part of the mission statement.

Accepted Answer

A) True 
 B)False

Question 6

Some companies employing a low-price strategy still provide excellent customer service.

Accepted Answer

A) True 
 B)False

Question 7

The management performance plan includes the idea that what gets managed gets measured and what gets measured gets done.

Accepted Answer

A) True 
 B)False

Question 8

Building physical capacity based on selecting a lower percentile day will NOT have a negative impact on

Accepted Answer

A)  customer satisfaction 
B)  revenue 
C)  long-term attendance growth 
D)  cost 
A)  customer satisfaction 
B)  revenue 
C)  long-term attendance growth 
D)  cost

Question 9

If turnover is seen as a potential issue in implementing a new service strategy, then a retention strategy to keep productive employees should also be implemented.

Accepted Answer

A) True 
 B)False

Question 10

Regarding the chapter's strategic planning model, the internal audit seeks to identify

Accepted Answer

A)  the important competitors in the marketplace 
B)  the organization's core competencies 
C)  key drivers of the accounting department 
D)  ambient conditions. 
A)  the important competitors in the marketplace 
B)  the organization's core competencies 
C)  key drivers of the accounting department 
D)  ambient conditions.

Question 11

Which of the following is an example of an action based on an internal assessment?

Accepted Answer

A)  A restaurant adds smoothies to its menu after reading a report that Generation Z consumers appreciate freshness and customizability in menus. 
B)  A restaurant decides to open earlier on weekends after receiving many calls from customers trying to make brunch reservations. 
C)  A restaurant signs up with a third-party delivery service to compete with other restaurants on the service. 
D)  A restaurant decides to sign on and use UBER because all the competitors are increasing their revenue this way and there is no insurance cost to the restaurant. 
A)  A restaurant adds smoothies to its menu after reading a report that Generation Z consumers appreciate freshness and customizability in menus. 
B)  A restaurant decides to open earlier on weekends after receiving many calls from customers trying to make brunch reservations. 
C)  A restaurant signs up with a third-party delivery service to compete with other restaurants on the service. 
D)  A restaurant decides to sign on and use UBER because all the competitors are increasing their revenue this way and there is no insurance cost to the restaurant.

Question 12

The best of strategic plans may have to be changed, because the future is uncertain.

Accepted Answer

A) True 
 B)False

Question 13

The internal assessment allows the organization to identify its opportunities and threats as part of a long-term planning process.

Accepted Answer

A) True 
 B)False

Question 14

When evaluating an organization's core competencies, customers must first be informed about the results of previous surveys.

Accepted Answer

A) True 
 B)False

Question 15

The very plans that make a company competitive under one set of circumstances can make it uncompetitive if the management does not pay attention and react to changes in the marketplace.

Accepted Answer

A) True 
 B)False

Question 16

Qualitative forecasting tools use subjective information used to make projections.

Accepted Answer

A) True 
 B)False

Question 17

When assessing future hospitality work, which statement is the most likely or accurate?

Accepted Answer

A)  The next generation resembles the current generation in work ethic. 
B)  The next generation will be more psychologically motivated than the current generation. 
C)  The next generation of employees will be more diverse than the current generation. 
D)  Baby boomers will have minimal effect on the available workforce. 
A)  The next generation resembles the current generation in work ethic. 
B)  The next generation will be more psychologically motivated than the current generation. 
C)  The next generation of employees will be more diverse than the current generation. 
D)  Baby boomers will have minimal effect on the available workforce.

Question 18

The ability to imagine a future market opportunity that is currently unpopulated with competitors is called "Blue Ocean Strategy."

Accepted Answer

A) True 
 B)False

Question 19

Past performance is always a great measure of future performance.

Accepted Answer

A) True 
 B)False

Question 20

A good example of a quantitative planning tool is

Accepted Answer

A)  scenario planning 
B)  the Delphi technique 
C)  brainstorming 
D)  statistical forecasting 
A)  scenario planning 
B)  the Delphi technique 
C)  brainstorming 
D)  statistical forecasting

Regarding the chapter's strategic planning model, strategic premises are developed on the basis of

The final step in the service strategy is to figure out how the service delivery system makes the service product available to the guest.

If an airline determines that food quality is not one of its core competencies, it should

Regardless of strategy, the best way to maintain success is

Core values are not part of the mission statement.

Some companies employing a low-price strategy still provide excellent customer service.

The management performance plan includes the idea that what gets managed gets measured and what gets measured gets done.

Building physical capacity based on selecting a lower percentile day will NOT have a negative impact on

If turnover is seen as a potential issue in implementing a new service strategy, then a retention strategy to keep productive employees should also be implemented.

Regarding the chapter's strategic planning model, the internal audit seeks to identify

Which of the following is an example of an action based on an internal assessment?

The best of strategic plans may have to be changed, because the future is uncertain.

The internal assessment allows the organization to identify its opportunities and threats as part of a long-term planning process.

When evaluating an organization's core competencies, customers must first be informed about the results of previous surveys.

The very plans that make a company competitive under one set of circumstances can make it uncompetitive if the management does not pay attention and react to changes in the marketplace.

Qualitative forecasting tools use subjective information used to make projections.

When assessing future hospitality work, which statement is the most likely or accurate?

The ability to imagine a future market opportunity that is currently unpopulated with competitors is called "Blue Ocean Strategy."

Past performance is always a great measure of future performance.

A good example of a quantitative planning tool is

The Hospitality Service Strategy

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

Waiting for Service

Measuring and Managing Service Delivery

Fixing Service Failures

Service Excellence: Leading the Way to Wow

Filters

Exam 2: Meeting Guest Expectations Through Planning

Regarding the chapter's strategic planning model, strategic premises are developed on the basis of

The final step in the service strategy is to figure out how the service delivery system makes the service product available to the guest.

If an airline determines that food quality is not one of its core competencies, it should

Regardless of strategy, the best way to maintain success is

Core values are not part of the mission statement.

Some companies employing a low-price strategy still provide excellent customer service.

The management performance plan includes the idea that what gets managed gets measured and what gets measured gets done.

Building physical capacity based on selecting a lower percentile day will NOT have a negative impact on

If turnover is seen as a potential issue in implementing a new service strategy, then a retention strategy to keep productive employees should also be implemented.

Regarding the chapter's strategic planning model, the internal audit seeks to identify

Which of the following is an example of an action based on an internal assessment?

The best of strategic plans may have to be changed, because the future is uncertain.

The internal assessment allows the organization to identify its opportunities and threats as part of a long-term planning process.

When evaluating an organization's core competencies, customers must first be informed about the results of previous surveys.

The very plans that make a company competitive under one set of circumstances can make it uncompetitive if the management does not pay attention and react to changes in the marketplace.

Qualitative forecasting tools use subjective information used to make projections.

When assessing future hospitality work, which statement is the most likely or accurate?

The ability to imagine a future market opportunity that is currently unpopulated with competitors is called "Blue Ocean Strategy."

Past performance is always a great measure of future performance.

A good example of a quantitative planning tool is

The Hospitality Service Strategy

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

Waiting for Service

Measuring and Managing Service Delivery

Fixing Service Failures

Service Excellence: Leading the Way to Wow

Filters