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Ocean Dolphin

Sequencing

CvSU_QSM: Midterm BSTM4C #2

Sir Dan

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Question 1

Multiple Choice

What is the primary aim of guestology in the tourism and hospitality industry?

To reduce operational costs
To create and sustain an organization that meets customer expectations
To develop new tourism products
To improve employee satisfaction

Question 2

Multiple Choice

What stage of the guest cycle involves the interaction before the guest arrives at a tourism establishment?

Pre-Arrival
Arrival
Occupancy
Departure

Question 3

Multiple Choice

Which component of the guest experience is directly related to the physical environment where the service is provided?

Service Product
Service Setting
Service Delivery System
Service Encounter

Question 4

Multiple Choice

How is a 'Moment of Glory' defined in the context of moments of truth?

When the guest's expectations are not met
When the guest's expectations are exceeded
When the guest's expectations are just met
When the guest's feedback is ignored

Question 5

Multiple Choice

What type of customer is most likely to generate positive word of mouth for an organization?

Impulse customers
Discount customers
Loyal customers
Wandering customers

Question 6

Multiple Choice

In what stage of the guest cycle is a guest's experience most likely to be influenced by the service delivery system?

Pre-Arrival
Arrival
Occupancy
Departure

Question 7

Multiple Choice

Which category of moments of truth involves a guest forming their first impression of a brand online?

Zero Moment of Truth
First Moment of Truth
Second Moment of Truth
Ultimate Moment of Truth

Question 8

Multiple Choice

What is the significance of understanding guest expectations in the tourism industry?

To reduce marketing expenses
To ensure guest satisfaction and loyalty
To decrease employee turnover
To develop new locations

Question 9

Multiple Choice

Which of the following is an example of a 'Moment of Pain'?

Receiving a complimentary upgrade
Waiting too long for service
Being greeted warmly at check-in
Getting a discount during checkout

Question 10

Multiple Choice

What is the primary difference between internal and external customers in a tourism organization?

Internal customers are always satisfied
External customers only work with suppliers
Internal customers are employees within the organization
External customers are part of the management team

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