TIM EXAM MIDTERM EXAM, QUESTIONS WITH
ACCURATE ANSWERS | MULTIPLE CHOICES |!!
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Terms in this set (60)
Which of the following options is loyalty
NOT a part of the Service Quality
Model?
A. expected service
B. loyalty
C. perceived service quality
D. satisfaction level
Labor costs are considerable in true
many service organizations and can
exceed 70% of operating costs.
t/f
Employees who are trained to true
follow policies strictly may find it
difficult to empathize with
customers and meet their needs.
t/f
Assurance refers to employees' false
willingness to help customers and
their promptness in providing
service.
, An example of a facilitating good brochures
would be ________.
A. concierge services
B. brochures
C. information from a front office
clerk
D. service upgrades
In the tourism industry, which of the hospitality
following words is inseparable with
the word "quality"?
A. courtesy
B. friendliness
C. hospitality
D. responsiveness
Quality assurance does not depend false
on the services provided by each
one of the multiple tourism
suppliers.
t/f
Flight attendants are considered false
the first "ambassador" of a city.
t/f
The financial network and ARC
clearinghouse that allows travel
agencies to sell domestic airline
tickets is ________.
A. CRS
B. ARC
C. OTA
D. FIT
ACCURATE ANSWERS | MULTIPLE CHOICES |!!
Save
Terms in this set (60)
Which of the following options is loyalty
NOT a part of the Service Quality
Model?
A. expected service
B. loyalty
C. perceived service quality
D. satisfaction level
Labor costs are considerable in true
many service organizations and can
exceed 70% of operating costs.
t/f
Employees who are trained to true
follow policies strictly may find it
difficult to empathize with
customers and meet their needs.
t/f
Assurance refers to employees' false
willingness to help customers and
their promptness in providing
service.
, An example of a facilitating good brochures
would be ________.
A. concierge services
B. brochures
C. information from a front office
clerk
D. service upgrades
In the tourism industry, which of the hospitality
following words is inseparable with
the word "quality"?
A. courtesy
B. friendliness
C. hospitality
D. responsiveness
Quality assurance does not depend false
on the services provided by each
one of the multiple tourism
suppliers.
t/f
Flight attendants are considered false
the first "ambassador" of a city.
t/f
The financial network and ARC
clearinghouse that allows travel
agencies to sell domestic airline
tickets is ________.
A. CRS
B. ARC
C. OTA
D. FIT
