Answer the following statements true (T) or false (F)
1. One of the easiest ways to assess how the environment influences the guest expectations is the rest room test, which shows how much cleanliness is made a priority.
2. Maintaining the guest mood is best done by maintaining the consistency between what the guest expects to see and what they actually see.
3. Businesses that pay attention to environmental details show employees that they care about guest’s satisfaction and service quality, but not necessarily their own employee satisfaction.
4. With increased level of service comes an expectation of an increased level of service setting.
5.The logical placement of restrooms in a hotel lobby or amusement park is part of functional congruence.
1. True
2. True
3. False
4. True
5. True
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The method of reporting cash flows from operating activities under which revenues and expenses reported on the income statement are adjusted to reflect the amount of cash received or expended for each item is called the
a. direct method. b. indirect method. c. combination method. d. adjusted method.
The ability to manage conflict and establish a consensus about communication and accountability usually occurs in which stage of Tuckman's process?
A) Standardization B) Norming C) Goal setting D) Teaming E) Leading
What event contributed most to the increased need for telecommunications salespeople?
A) deregulation of telephone service B) anti-trust suits brought against the telecommunications industry C) financial improprieties in the telecommunications industry D) creation of a national regulatory committee for telephone service E) development of voice-over-IP (VOIP) technologies
A good example of a company's resources does not include
A. fruitful partnerships or alliances with suppliers that reduce costs and/or enhance product quality and performance B. a well-known brand name and enjoying the confidence of customers C. more intellectual capital and better e-commerce capabilities than rivals D. a lower-cost value chain than rivals E. having higher earnings per share and a higher stock price than key rivals