Question 1

Employers should improvise questions when asking guests about their experience because guests are always motivated to tell the whole truth.

Accepted Answer

A) True 
 B)False  False

Question 2

A service guarantee is an internal goal of service set for employees and not communicated to the guest.

Accepted Answer

A) True 
 B)False  False

Question 3

Knowing what errors are being made is a key to providing excellent service.

Accepted Answer

A) True 
 B)False  True

Question 4

SERVQUAL assesses guest perceptions, not objective reality.

Accepted Answer

A) True 
 B)False

Question 5

Some hotels actually offer an unconditional 100 percent satisfaction guarantee.

Accepted Answer

A) True 
 B)False

Question 6

If 95 percent of an organization's guests do not fill out comment cards, the organization can assume that these guests had what reaction to the service?

Accepted Answer

A)   happy
B)   unhappy
C)   indifferent
D)   can't assume anything

Question 7

SERVQUAL is

Accepted Answer

A)   an instrument designed to evaluate service quality
B)   a leading mystery-shopping organization
C)   a leading budget motel chain
D)   a method to make all service equal

Question 8

Measuring what guests think about a guest experience is easy for an experienced organization.

Accepted Answer

A) True 
 B)False

Question 9

Which evaluation technique is more apt to reveal to organizational management in a timely manner that a server has given some guests permission to smoke in a no-smoking section?

Accepted Answer

A)   guest comment card
B)   MBWA
C)   structured interview
D)   focus group

Question 10

SERVQUAL measures the way customers perceive the quality of the service experiences in which five categories?

Accepted Answer

A)   reliability, sympathy, focus, help, and kindness
B)   reliability, responsiveness, assurance, empathy, and tangibles
C)   care, speed, focus, kindness, and compensation
D)   help, speed, feedback, focus, and care

Question 11

The best evaluators are

Accepted Answer

A)   mystery shoppers
B)   trained managers
C)   the guests
D)   observant servers

Question 12

Job performance standards are

Accepted Answer

A)   performance expectations for each major duty associated with employees' jobs
B)   employees' personal expectations for themselves
C)   the organization's long-term goals
D)   rules to be followed for employee behavior on the job

Question 13

The best time to find out about service failures is

Accepted Answer

A)   when the mystery shopper reports them
B)   when the matrix system informs you
C)   when you receive e-mail failure reports from employees
D)   as soon after they happen as possible

Question 14

To try to encourage feedback, some companies offer coupons and prizes.

Accepted Answer

A) True 
 B)False

Question 15

Knowing what has failed not what has gone right is what is needed to reassess service.

Accepted Answer

A) True 
 B)False

Question 16

Simplicity and low cost are two advantages of the MBWA assessment technique.

Accepted Answer

A) True 
 B)False

Question 17

"Walking the front" means the servers watch the guest experience first-hand.

Accepted Answer

A) True 
 B)False

Question 18

The comment cards returned to a restaurant are particularly valuable because they represent a true random sample.

Accepted Answer

A) True 
 B)False

Question 19

Comment cards the easiest and cheapest form of data collection and allow for managers to analyze the data and fix service delivery service problems.

Accepted Answer

A) True 
 B)False

Question 20

Structured guest interviews are very detailed, offer excellent numerical data, and are relatively cheap.

Accepted Answer

A) True 
 B)False

Exam 12: Measuring and Managing Service Delivery

Employers should improvise questions when asking guests about their experience because guests are always motivated to tell the whole truth.

A service guarantee is an internal goal of service set for employees and not communicated to the guest.

Knowing what errors are being made is a key to providing excellent service.

SERVQUAL assesses guest perceptions, not objective reality.

Some hotels actually offer an unconditional 100 percent satisfaction guarantee.

If 95 percent of an organization's guests do not fill out comment cards, the organization can assume that these guests had what reaction to the service?

SERVQUAL is

Measuring what guests think about a guest experience is easy for an experienced organization.

Which evaluation technique is more apt to reveal to organizational management in a timely manner that a server has given some guests permission to smoke in a no-smoking section?

SERVQUAL measures the way customers perceive the quality of the service experiences in which five categories?

The best evaluators are

Job performance standards are

The best time to find out about service failures is

To try to encourage feedback, some companies offer coupons and prizes.

Knowing what has failed not what has gone right is what is needed to reassess service.

Simplicity and low cost are two advantages of the MBWA assessment technique.

"Walking the front" means the servers watch the guest experience first-hand.

The comment cards returned to a restaurant are particularly valuable because they represent a true random sample.

Comment cards the easiest and cheapest form of data collection and allow for managers to analyze the data and fix service delivery service problems.

Structured guest interviews are very detailed, offer excellent numerical data, and are relatively cheap.