Chapters 1-4 test questions Flashcards
the desired outcome of hospitality services is
to strive for outstanding guest satisfaction
hospitality services that cannot be sampled prior to purchase are called
intangible services
the linkage of hospitality products and services is called
inseparability
the limited lifetime of hospitality products is called
perishability
for success in service, we need to do what three things?
focus on the guest, understand the role of guest service, and weave a service culture into education and training systems
what is a continuous process that works best when managers are also good leaders?
total quality managment
how is TQM different from Quality Control (QC)?
TQM focuses on error prevention, whereas QC focuses on error detection
when an employee feels responsible for their job and has a stake in the organization’s success, this feeling is called ___________
empowerment
the Disney service model begins with a ______ and ends with a ______
begins with a smile, ends with a thank you
what describes the career progression available in each segment of the hospitality industry?
career paths
people who “walk the talk” are _______ people
service-oriented people
__________ is how to behave in a given setting
etiquette
a set of moral principals and values which give us a sense of right and wrong is called ______
ethics
_________ is a dynamic, evolving consumer-driven force
tourism
__________ includes international, regional, natural, state, provincial, country and city locations
geography
government, quasigovernment, and private are all tied to _________
ownership
visits to a country by nonresidents of that country is called ___________________________
inbound international tourism
visits by residents of a country to another country is called ___________________________
outbound international tourism
visits by tourists of a country to their own country is called _________________
internal tourism
inbound international tourism plus internal tourism is called _________________
domestic tourism
this system has two main benefits: airlines can service more cities at a lower cost and airlines can maximize passenger loads from small cities, thereby saving fuel
hub and spoke system
what organization is most widely recognized in tourism today?
world tourism organization
this association represents 34 countries in the pacific and in Asia that have united behind a common goal: excellence in travel and tourism growth
pacific area travel association (PATA)
most developed economies have a multiplier effect between __ and __
1.5 and 2.0
