Chapter 7

Question 1

Methods of assessing Customer Satisfaction:
Various techniques with differences in

Answer 1

Cost, accuracy and impact on customers

Question 2

Choosing a Method involves aligning strategic objectives with associated costs

Answer 2

True

Question 3

Encouraging management to personally ___________

Answer 3

Observe employee-customer interactions

Question 4

Laverages _____ familiarity with company standards and objectives

Answer 4

Managers

Question 5

Facilitates __________ minimizing customer inconvenience

Answer 5

Immediate resolution

Question 6

Some supervisors _____ of interactions.

Answer 6

Lack expertise in objective evaluation

Question 7

_________can enhance employee performance but may not capture all customer experiences.

Answer 7

Direct managerial oversight

Question 8

Properly trained managers using _____ can mitigate biases.

Answer 8

observational methods (e.g., random checks, video monitoring

Question 9

________ about monitoring efforts reduces ethical concerns and employee suspicions.

Answer 9

Transparent communication

Question 10

_____ is crucial for identifying and addressing organizational barriers to efficient service delivery.

Answer 10

Employee feedback

Question 11

______ are common occurrences in daily operations.

Answer 11

Errors, mistakes, and failures

Question 12

_______is unattainable due to physiological and psychological limitations of employees.

Answer 12

Complete mistake removal

Question 13

_____ are ofteln a result of:
high workload
time pressure
fatigue
imperfect information processing

Answer 13

Mistakes

Question 14

_____can be caused by equipment malfunctions or external factors, placing accountability on employees to resolve issues

Answer 14

Errors

Question 15

Hospitality companies must focus on error management alongside prevention

Answer 15

True

Question 16

Embracing the concept of ________ involves addressing mistakes effectively after they occur.

Answer 16

“error management”

Question 17

Implementing ______can identify and address mistakes, ensuring a pleasant customer experience.

Answer 17

trial-and-error approaches

Question 18

Encouraging _________ and _______ reinforces management’s commitment to service excellence.

Answer 18

employee teamwork and quality service circles

Question 19

____&&&through training and building management trust fosters confidence in resolving service issues effectively.

Answer 19

Empowering employees

Question 20

Business Goals in Hospitality and Tourism:
Primary aim is to .

Answer 20

maximize profits and increase productivity

Question 21

______ are key strategies for sales growth and profit generation.

Answer 21

Acquiring new customers and retaining existing ones

Question 22

______ is more crucial for revenue growth than acquiring new ones.

Answer 22

Maintaining existing customers

Question 23

_____ and ____ existing customers reduce marketing costs and contribute to higher profits

Answer 23

Happy and loyal

Question 24

_________ is essential for both acquiring new customers and retaining existing ones.

Answer 24

Quality service delivery

Question 25

Customer ______ and _____ are driven by consistently excellent service, which influences purchase decisions.

Answer 25

satisfaction and loyalty

Question 26

programs, like structured interviews or surveys, gather customer opinions on service or products from departing guests in hospitality establishments.

Answer 26

Employee Feedback

Question 27

____ supports the benefits of soliciting employee feedback and promptly addressing customer complaints to enhance customer loyalty and repeat business.

Answer 27

Research

Question 28

are a simple and cost-effective way to gather customer feedback in hospitality Customers voluntarily provide feedback by answering questions and writing comments on accessible forms.

Answer 28

GUEST COMMENT CARDS

Question 29

Evalution tool where individual is posed as guest to assess service and report findings

Answer 29

Mystery shoppers/mystery shop

Question 30

Social media has expanded "WOM - Word of Mouth" beyond in-person discussions to online platforms where customers freely share likes and dislikes hence the birth of

Answer 30

“EWOM — Electronic Word of Mouth”.

Question 31

Social media has expanded "WOM - Word of Mouth" beyond in-person discussions to online platforms where customers freely share likes and dislikes hence the birth of “EWOM — Electronic Word of Mouth”. Comments on social media about a business's service should be taken seriously, as customers tend to be more honest online due to anonymity. Every hospitality business should establish a presence on major social media platforms like Facebook, Instagram, or Twitter. Creating social media accounts helps track online presence and serves as a platform to advertise upcoming events, services, and products to customers.

Answer 31

Social Medial Presence Monitoring

Question 32

Creating social media accounts helps track online presence and serves as a platform to advertise upcoming events, services, and products to customers.

Answer 32

True

Question 33

is crucial for hospitality businesses to enhance marketing strategies, foster customer loyalty, and improve operational efficiency.

Answer 33

Data Analytics

Question 34

allows hospitality businesses to create personalized packages tailored for specific customers at optimal times.

Answer 34

Real-time data

Question 35

Regularly observe employees for effective performance and customer service. Prioritize positive customer experiences using the golden rule "the customer is always right." Hire the right people through thorough interviews and trial periods. Offer incentives to keep employees engaged and productive. Maintain open communication channels with employees. Encourage tenured employees to guide and monitor new hires. Use customer feedback to understand experiences and make improvements. Define clear goals before gathering customer feedback Address issues and make concrete improvements based on feedback for customer satisfaction.

Answer 35

Managerial Observation and Decision Making

Question 36

_______ are used to gather customer input on service quality, often providing more accurate measures than comment cards.

Answer 36

Survey techniques

Question 37

, being numerical, may not fully capture the nuances of guest experiences and could be influenced by recency bias.

Answer 37

Survey data

Question 38

is a widely recognized service quality survey that evaluates customer satisfaction based on reliability, assurance, tangibles, empathy, and responsiveness.

Answer 38

SERVQUAL MODEL

Question 39

(ability to perform services consistently and accurately) Hospitality and tourism businesses must deliver on promises related to service, problem-solving, and fair pricing. Customers prefer establishments that consistently deliver quality service and essential characteristics.

Answer 39

Reliability

Question 40

employee knowledge, courtesy, and ability to convey trust) This dimension instills trust and confidence through employee knowledge and courtesy. Relevant for services perceived as high-risk where customers rely on the business's ability to assess risks.

Answer 40

Assurance

Question 41

physical facilities, equipment, personnel) Customers judge service quality based on tangible elements like physical facilities, equipment, and personnel. Survey questions assess the physical appearance and amenities of the establishment

Answer 41

Tangibles

Question 42

providing caring, individualized attention) Giving personalized attention shows the business cares about meeting customer needs. Demonstrating empathy enhances trust, confidence, and customer loyalty

Answer 42

Empathy

Question 43

willingness to provide prompt service) Emphasizes being attentive and quick in responding to customer requests, inquiries, and complaints. Customers assess responsiveness by how quickly they receive help or attention to their needs.

Answer 43

Responsiveness

Question 44

________ may be unaware of issues if customers don't complain, leading to dissatisfied customers and business unawareness.

Answer 44

Service providers

Question 45

are publicly expressed promises to satisfy guests or compensate for service failures, used to reduce risk perceptions, signal quality, and differentiate services.

Answer 45

Service guarantees

Question 46

Service guarantees can enhance proactive marketing by promoting reliable high-quality service to attract new customers. They increase customer retention and loyalty by demonstrating a commitment to resolving issues and improving service quality.

Answer 46

For marketing impact

Question 47

Employee politeness, empathy, and responsiveness influence customer perceptions of service quality. Service guarantees emphasize the importance of service quality to motivate employees to prioritize customer satisfaction.

Answer 47

For staff motivation

Question 48

Service guarantees encourage customer complaints, providing valuable feedback on service quality. They incentivize businesses to investigate and address service issues to improve overall quality. Implementing tools and processes to identify and address service failures is essential for businesses to learn and improve from service guarantees.

Answer 48

From learning for errors

Question 49

Service guarantees can enhance _______ by promoting reliable high-quality service to attract new customers.

Answer 49

Proactive marketing

Question 50

Employee ____,_____,___ influence customer perceptions of service quality.

Answer 50

politeness, empathy, and responsiveness