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CvSU_QSM: Midterm BSTM4B #2

Sir Dan
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Idinagdag na problema (10/ 20)
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problema 1

pumili

What is the primary goal of Guestology in the tourism and hospitality industry?

  • To study cultural impacts on tourism
  • To manage a service organization efficiently
  • To reduce costs in service delivery
  • To train employees in etiquette

problema 2

pumili

During which stage of the guest cycle do guests typically have their first face-to-face interaction with employees?

  • Pre-Arrival
  • Occupancy
  • Arrival
  • Departure

problema 3

pumili

Which component of the guest experience includes both tangible and intangible products?

  • Service Product
  • Service Setting
  • Service Delivery System
  • Service Encounter

problema 4

pumili

What is a 'Moment of Truth' in the context of guest experience?

  • A marketing strategy
  • A critical service encounter
  • A financial transaction
  • A guest complaint

problema 5

pumili

Which type of customer is most likely to wait for promos and markdowns before making a purchase?

  • Loyal Customer
  • Impulse Customer
  • Discount Customer
  • Need-based Customer

problema 6

pumili

What does the 'Zero Moment of Truth' refer to?

  • First purchase experience
  • Initial online research
  • Feedback submission
  • Customer departure

problema 7

pumili

What is the primary basis for a guest's future expectations with an organization?

  • Advertisements
  • Past experiences
  • Brand name
  • Friend's recommendations

problema 8

pumili

How is 'value' defined in the context of the tourism industry?

  • Lowest cost possible
  • Amount of services offered
  • Worth of a product to a guest
  • Revenue generated

problema 9

pumili

Which type of customer is least likely to contribute significant sales revenue but provides useful feedback?

  • Loyal Customer
  • Impulse Customer
  • Discount Customer
  • Wandering Customer

problema 10

pumili

What determines the 'cost' in a guest's experience within the tourism industry?

  • Just the monetary price
  • Time and effort spent
  • Tangible and intangible financial and nonfinancial costs
  • Only the emotional investment
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