Reviewer

Question 1

SIX SIGMA

Answer 1

Customer Focus
Process Management
Planning Process
Process Improvement
Total Participation
Total Quality Management

Question 2

Service Quality Dimension

Answer 2

Tangibility
Reliability
Responsiveness
Assurance
Emphaty

Question 3

Objectives in Hospitality Performance

Answer 3

Ratings
Volume
Customer Service
Product Quality

Question 4

The ROLE and IMPORTANCE OF SERVICE IN THE HOSPITALITY INDUSTRY

Answer 4

Measure Customer Mood
Judging the Customer’s Needs
Improve Customer Loyalty
Feedback as a Crucial part of customer service in the Hospitality Industry
Meeting Customer Expectations

Question 5

– considered as a largest and fastest growing industry.

Answer 5

HOSPITALITY

Question 6

is a framework which can help us to understand customer satisfaction.

Answer 6

THE FIVE GAP MODEL

Question 7

• used to measure consumer’s and service providers expectation and perceptions.

Answer 7

ServQual Model

Question 8

• it is a supportive tool to understand issues that affect customer perceived quality in a business service.

Answer 8

PERCEIVED QUALITY SERVICE MODEL

Question 9

• the ability to perform service dependably an accurately.

Answer 9

RELIABILITY

Question 10

• the ability of employees to inspire confidence and trust.

Answer 10

ASSURANCE

Question 11

• are tools used by business to select customer and maintain relationships with them to increase their lifetime value to the business

Answer 11

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

Question 12

• the continual process of detecting and reducing or eliminating errors in manufacturing.

Answer 12

TOTAL QUALITY MANAGEMENT (TQM)

Question 13

• a management consultant whose work had a great impact on Japanese manufacturing.

Answer 13

WILLIAM DEMING

Question 14

• defined as the consumer’s judgement of the service organization’s performance.

Answer 14

PERCEPTIONS

Question 15

it is the heart of hospitality industry.

Answer 15

SERVICE

Question 16

• usually expressed as a function of customer’s expectation of the service.

Answer 16

SERVICE QUALITY

Question 17

• “Your most unhappy customers are your greatest source of learning”.

Answer 17

BILL GATES

Question 18

• is one of the hospitality industry’s primary objectives.

Answer 18

CUSTOMER SERVICE/EXCELLENT SERVIVE

Question 19

• the extent to which caring individualized service is given.

Answer 19

EMPHATY

Question 20

• is the gap between the delivery of the customer experience

Answer 20

GAP 4

Question 21

• refers to the beliefs, values and attitudes that define a company.

Answer 21

ORGANIZATIONAL CULTURE

Question 22

• is very important in today’s economy

Answer 22

HOSPITALITY

Question 23

that organizations should measure, manage, and minimize.

Answer 23

The five gaps

Question 24

• is managing your culture for success is more about feeling you create than putting specific programs in place.

Answer 24

BRING YOUR STORY TO LIFE

Question 25

- an excellent customer service goes the extra mile to ensure that customers are happy and well taken care of.

Answer 25

IMPROVE CUSTOMER LOYALTY

Question 26

- when you hire people who fit well with your culture, you’re more likely to secure a long-term commitment from them.

Answer 26

FOSTER COMMITMENT

Question 27

- customers love good service, but the hospitality industry must also provide quality products to satisfy customers.

Answer 27

PRODUCT QUALITY

Question 28

- your guests needs to believe they are receiving an excellent value for their money

Answer 28

BETTER VALUE