Deck 2: Marketing Services

Question 1

The result of consuming all four components of the hospitality product is an experience.

Answer 1

True

Question 2

A guest room has the life span of 24 hours, this is an example of what?

A) Intangibility
B) Perishability
C) Inseparability
D) Heterogeneity

Answer 2

B

Question 3

Goods are intangible and perishable.

Answer 3

False

Question 4

The "moment of truth" is when you realized the scope of your job.

Question 5

The service sector produces how much of the GDP?

A) 1/2
B) 2/3
C) 1/4
D) 3/4

Question 6

Perishability and fixed capacity affect:

A) Product life span
B) Product size
C) Product heterogeneity
D) Product availability

Question 7

The component of the hospitality product that management has almost direct control over is:

A) The physical product
B) The service environment
C) The service product
D) The service delivery

Question 8

Perception is to the customer.

A) Everything
B) Deception
C) Reality
D) Nothing

Question 9

Word of mouth is not important to consumers.

Question 10

Which of the following is NOT a way to close Gap 1?

A) Manage by walking around
B) Formal marketing research
C) Create a culture where complaints are welcome
D) All of the above are ways to close Gap 1

Question 11

Production and consumption occur at the same time in the hospitality industry.

Question 12

Empowerment of employees is particularly important in the hospitality industry.

Question 13

Services are considered intangible.

Question 14

Traditional marketing is all of the following except?

A) Internet
B) Public relations
C) Advertising
D) Promotional events

Question 15

Experiences can be easily replicated.

Question 16

SERVQUAL is used to demonstrate where gaps occur in service delivery.

Question 17

Heterogeneity of service refers to the variation and lack of uniformity in the service being performed.

Question 18

The RATER system is an acronym that stands for all of the following EXCEPT:

A) Assurance
B) Reliability
C) Tangible
D) Resources

Question 19

Anytime an employee comes in contact with the guest is known as:

A) The moment of realization
B) The point of realization
C) The moment of truth
D) The hospitality product

Question 20

The three distinct elements that make up the service environment are:

A) Layouts, signs and symbols, weather
B) Layout, surrounding area, weather
C) Signs and symbols, weather, design
D) Surrounding area, layouts, signs and symbols