HFT 3540 Final Exam questions with
verified answers rated A+
Consumer - correct answer ✔✔Buys a product
Customer/ Guest - correct answer ✔✔Buying a product and service
Client - correct answer ✔✔buys a customized, negotiable product
Three types of marketing - correct answer ✔✔external marketing
internal marketing
Interactive marketing
External Marketing - correct answer ✔✔Direct marketing efforts by company to create
customer value (Advertisements)
Internal Marketing - correct answer ✔✔The service firm must effectively train and motivate
customer contact employees
Interactive Marketing - correct answer ✔✔The perceived service quality depends heavily upon
the buyer-seller interaction during the service encounter
Service Encounter - correct answer ✔✔The interaction between the customer and the service
provider
Characteristics of Service - correct answer ✔✔Intangibility
,Inseparability
Variability
Perishability
Intangibility - correct answer ✔✔Services cannot be seen, tasted, felt, heard, or smelled before
purchased
Perishability - correct answer ✔✔Services cannot be stored for later sale or use
Inseparability - correct answer ✔✔Services cannot be separated from their providers.
Customers and service provider must be present for the transaction to occur
Variability - correct answer ✔✔Quality of services depends on who provides services and when
and where they are proivded
3 Components of guest experiences - correct answer ✔✔service product
service setting
service delivery system
Quality - correct answer ✔✔quality of experience = Q of experiences delivered - Q of
experience expectation
Value - correct answer ✔✔Value of experience = The quality of the experience / all costs
Cost - correct answer ✔✔opportunity costs, time, risks
tangible and intangible, financial and non financial costs
, Guest focused Organizations - correct answer ✔✔Understand the guest and their expectations
Acknowledge that each guest is different
offer a personalized experience
treat employees as internal customers
Guestrology - correct answer ✔✔Treating customers like guests and manage the organization
from the guest's point of view
Porter's Three generic positioning strategies - correct answer ✔✔Lower Price
A different product
A special niche market
Hospitality Strategic Planning - correct answer ✔✔Assessment
Planning based on assessment results
Vision Statement - correct answer ✔✔How the company wants to be
Mission statement - correct answer ✔✔How the company will be (action plan)
5 environmental forces - correct answer ✔✔Economy
Society and demographics
Ecology
Politics
Technology
verified answers rated A+
Consumer - correct answer ✔✔Buys a product
Customer/ Guest - correct answer ✔✔Buying a product and service
Client - correct answer ✔✔buys a customized, negotiable product
Three types of marketing - correct answer ✔✔external marketing
internal marketing
Interactive marketing
External Marketing - correct answer ✔✔Direct marketing efforts by company to create
customer value (Advertisements)
Internal Marketing - correct answer ✔✔The service firm must effectively train and motivate
customer contact employees
Interactive Marketing - correct answer ✔✔The perceived service quality depends heavily upon
the buyer-seller interaction during the service encounter
Service Encounter - correct answer ✔✔The interaction between the customer and the service
provider
Characteristics of Service - correct answer ✔✔Intangibility
,Inseparability
Variability
Perishability
Intangibility - correct answer ✔✔Services cannot be seen, tasted, felt, heard, or smelled before
purchased
Perishability - correct answer ✔✔Services cannot be stored for later sale or use
Inseparability - correct answer ✔✔Services cannot be separated from their providers.
Customers and service provider must be present for the transaction to occur
Variability - correct answer ✔✔Quality of services depends on who provides services and when
and where they are proivded
3 Components of guest experiences - correct answer ✔✔service product
service setting
service delivery system
Quality - correct answer ✔✔quality of experience = Q of experiences delivered - Q of
experience expectation
Value - correct answer ✔✔Value of experience = The quality of the experience / all costs
Cost - correct answer ✔✔opportunity costs, time, risks
tangible and intangible, financial and non financial costs
, Guest focused Organizations - correct answer ✔✔Understand the guest and their expectations
Acknowledge that each guest is different
offer a personalized experience
treat employees as internal customers
Guestrology - correct answer ✔✔Treating customers like guests and manage the organization
from the guest's point of view
Porter's Three generic positioning strategies - correct answer ✔✔Lower Price
A different product
A special niche market
Hospitality Strategic Planning - correct answer ✔✔Assessment
Planning based on assessment results
Vision Statement - correct answer ✔✔How the company wants to be
Mission statement - correct answer ✔✔How the company will be (action plan)
5 environmental forces - correct answer ✔✔Economy
Society and demographics
Ecology
Politics
Technology
