SERVICE CHARACTERISTICS OF HOSPITALITY AND TOURISM MARKETING

Question 1

It focuses on serving and satisfying the customer. As well as, it start with top management and flow down.

Answer 1

SERVICE CULTURE

Question 2

It is the services that cannot be seen, tasted, felt, heard, or smelled before they are purchased.

Answer 2

INTANGIBILITY

Question 3

Tangible products take away only the memories of our experiences. (T/F)

Answer 3

FALSE

Question 4

Hospitality products are first sold and then produced and consumed at the same time

Answer 4

INSEPARABILITY

Question 5

Services are highly variable.

Answer 5

VARIABILITY

Question 6

Customers and employees must understand the service delivery system. (T/F)

Answer 6

TRUE

Question 7

Variability or lack of consistency in the product is a major cause of customer disappointment. (T/F)

Answer 7

TRUE

Question 8

Services cannot be stored for later sale or use.

Answer 8

PERISHABILITY

Question 9

Customer satisfaction starts with External Management. (T/F)

Answer 9

FALSE

Question 10

Competence is a part of six
characteristics that a trained personnel must exhibit. (T/F)

Answer 10

TRUE

Question 11

Responsiveness is a part of six characteristics that a trained personnel must exhibit. (T/F)

Answer 11

TRUE

Question 12

Customer point of view is a part of six characteristics that a trained personnel must exhibit. (T/F)

Answer 12

FALSE

Question 13

Service process is a part of six characteristics that a trained personnel must exhibit. (T/F)

Answer 13

FALSE

Question 14

Diagramming the service delivery system in a service blueprint can simultaneously map out. (T/F)

Answer 14

TRUE

Question 15

It utilizing the suggestion and complaint systems, customer surveys, and comparison shopping.

Answer 15

MONITOR CUSTOMER SATISFACTION

Question 16

Links service firm profits with employee and customer satisfaction.

Answer 16

SERVICE PROFIT CHAIN