Multiple Choice
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?
A) happy
B) unhappy
C) indifferent
D) can't assume anything
Correct Answer:
Verified
Correct Answer:
Verified
Q1: Employers should improvise questions when asking guests
Q2: A service guarantee is an internal goal
Q3: Knowing what errors are being made is
Q4: SERVQUAL assesses guest perceptions, not objective reality.
Q5: Some hotels actually offer an unconditional 100
Q7: SERVQUAL is<br>A) an instrument designed to evaluate
Q8: Measuring what guests think about a guest
Q9: Which evaluation technique is more apt to
Q10: SERVQUAL measures the way customers perceive the
Q11: The best evaluators are<br>A) mystery shoppers<br>B) trained