HFT 2500 final study guide questions
well answered graded A+ already
passed
In choosing among products, the guiding principle of most consumers is customer value-the
most benefit for the price. - correct answer ✔✔true
The most basic concept underlying marketing is that of: - correct answer ✔✔needs
The social and managerial process by which individuals and groups obtain what they need
through creating and exchanging products and value with others is called: - correct answer
✔✔marketing
Relationship marketing is a process where marketers work at building relationships with
customers, distributors, dealers, and: - correct answer ✔✔suppliers
The practical definition of a marketing manager is one of a person focused entirely on finding
enough customers to buy the company's current output. - correct answer ✔✔false
During recessions or oil shortages, people rarely travel. - correct answer ✔✔false
The ________________ describes a channel that stretches from raw materials, to components,
to final products that are carried to final buyers. - correct answer ✔✔supply chain
One of the biggest nonmonetary costs for hospitality customers is ___________. - correct
answer ✔✔time
, Instead of simply being defined as "freedom from defects," QUALITY should be defined: -
correct answer ✔✔in terms of customer satisfaction
The production concept holds that consumers will favor products that are __________ and
highly ____________, and therefore management should focus on production and distribution
efficiency. - correct answer ✔✔Available, affordable
Hospitality companies face the task of increasing three major marketing areas: - correct answer
✔✔Service differentiation, service quality, and service productivity
Studies have shown the best way to deal with service failure is to: - correct answer ✔✔Give the
unhappy customer timely information regarding the failure
The fact that a business traveler will have a very positive check-in experience during one stay at
a hotel and then a very negative check-in experience the next time is an issue related to which
service characteristic? - correct answer ✔✔variability
Customers cannot take services on a "test drive," which means that they cannot evaluate them
before they use them. This is a problem with the ________ of the service. - correct answer
✔✔Inseparability
Within the realm of Customer Relationship Management (CRM) switching costs are only
monetary in nature. - correct answer ✔✔false
In general, government-run tourism promotion organizations have not assumed responsibility
for the quality of the services they promote. - correct answer ✔✔true
At the Ritz-Carlton, each employee can spend up to __________to redress a guest grievance. -
correct answer ✔✔$2,000
well answered graded A+ already
passed
In choosing among products, the guiding principle of most consumers is customer value-the
most benefit for the price. - correct answer ✔✔true
The most basic concept underlying marketing is that of: - correct answer ✔✔needs
The social and managerial process by which individuals and groups obtain what they need
through creating and exchanging products and value with others is called: - correct answer
✔✔marketing
Relationship marketing is a process where marketers work at building relationships with
customers, distributors, dealers, and: - correct answer ✔✔suppliers
The practical definition of a marketing manager is one of a person focused entirely on finding
enough customers to buy the company's current output. - correct answer ✔✔false
During recessions or oil shortages, people rarely travel. - correct answer ✔✔false
The ________________ describes a channel that stretches from raw materials, to components,
to final products that are carried to final buyers. - correct answer ✔✔supply chain
One of the biggest nonmonetary costs for hospitality customers is ___________. - correct
answer ✔✔time
, Instead of simply being defined as "freedom from defects," QUALITY should be defined: -
correct answer ✔✔in terms of customer satisfaction
The production concept holds that consumers will favor products that are __________ and
highly ____________, and therefore management should focus on production and distribution
efficiency. - correct answer ✔✔Available, affordable
Hospitality companies face the task of increasing three major marketing areas: - correct answer
✔✔Service differentiation, service quality, and service productivity
Studies have shown the best way to deal with service failure is to: - correct answer ✔✔Give the
unhappy customer timely information regarding the failure
The fact that a business traveler will have a very positive check-in experience during one stay at
a hotel and then a very negative check-in experience the next time is an issue related to which
service characteristic? - correct answer ✔✔variability
Customers cannot take services on a "test drive," which means that they cannot evaluate them
before they use them. This is a problem with the ________ of the service. - correct answer
✔✔Inseparability
Within the realm of Customer Relationship Management (CRM) switching costs are only
monetary in nature. - correct answer ✔✔false
In general, government-run tourism promotion organizations have not assumed responsibility
for the quality of the services they promote. - correct answer ✔✔true
At the Ritz-Carlton, each employee can spend up to __________to redress a guest grievance. -
correct answer ✔✔$2,000
