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CvSU_QSM: Midterm BSTM4C #2

Sir Dan
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problema 1

pumili

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

problema 2

pumili

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

  • Pre-Arrival
  • Arrival
  • Occupancy
  • Departure

problema 3

pumili

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

problema 4

pumili

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

problema 5

pumili

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

  • Impulse customers
  • Discount customers
  • Loyal customers
  • Wandering customers

problema 6

pumili

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

problema 7

pumili

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

problema 8

pumili

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

problema 9

pumili

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

problema 10

pumili

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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