CvSU_QSM: Midterm BSTM4C #2

Question 1

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

Accepted Answer

1

Question 2

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

Accepted Answer

0

Question 3

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

Accepted Answer

1

Question 4

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

Accepted Answer

1

Question 5

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

Accepted Answer

2

Question 6

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

Accepted Answer

2

Question 7

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

Accepted Answer

0

Question 8

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

Accepted Answer

1

Question 9

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

Accepted Answer

1

Question 10

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

Accepted Answer

2

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