CvSU_QSM: Midterm BSTM4B #2

Question 1

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

Accepted Answer

1

Question 2

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

Accepted Answer

2

Question 3

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

Accepted Answer

0

Question 4

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

Accepted Answer

1

Question 5

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

Accepted Answer

2

Question 6

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

Accepted Answer

1

Question 7

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

Accepted Answer

1

Question 8

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

Accepted Answer

2

Question 9

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

Accepted Answer

3

Question 10

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

Accepted Answer

2

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