Test Bank for Managing Hospitality Organizations Achieving Excellence in the Robert Ford, Michael Sturmane
Test Bank for Managing
Hospitality Organizations
Achieving Excellence in the
Guest Experience 2nd Edition By
Robert Ford, Michael Sturmane
(All Chapters 1-14, 100% Original
Verified, A+ Grade)
This is The Only Original and
Complete Test Bank for 2nd
Edition, All Other Files in The
Market are Fake/Old/Wrong
Edition.
Test Bank for Managing Hospitality Organizations Achieving Excellence in the Robert Ford, Michael Sturmane
, Test Bank for Managing Hospitality Organizations Achieving Excellence in the Robert Ford, Michael Sturmane
Table Of Contents
1. The Basics of Wow! The Guest
Knows Best
2. Meeting Guest Expectations through
Planning
3. Setting the Scene for the Guest
Experience
4. Developing the Hospitality Culture:
Everyone Serves!
5. Staffing for Service
6. Training and Developing Employees
to Serve
7. Serving with a Smile: Motivating
Exceptional Service
8. Involving the Guest: The Co-Creation
of Value
9. Communicating for Service
10. Planning the Service Delivery System
11. Waiting for Service
12. Measuring and Managing Service
Delivery
13. Fixing Service Failures
14. Service Excellence: Leading the Way
to Wow!
Test Bank for Managing Hospitality Organizations Achieving Excellence in the Robert Ford, Michael Sturmane
, Test Bank for Managing Hospitality Organizations Achieving Excellence in the Robert Ford, Michael Sturmane
Testbank
Ford & Sturman/Managing Hospitality Organizations, 2e
SAGE Publishing, 2020
CHAPTER 1 The Hospitality Service Strategy
Testbank
True/False
1. Internal customers are customers who are patronizing the business.
Ans: F
Learning Objective: LO 1.1 Describe the key differences between making
products and creating experiences for guests.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Serving Internal Customers
Difficulty Level: Easy
2. The tangible part of a service experience is called the service package.
Ans: F
Learning Objective: LO 1.1 Describe the key differences between making
products and creating experiences for guests.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Service Product
Difficulty Level: Easy
3. Guest experience = service setting + service delivery system + service product
Ans: T
1-1
Test Bank for Managing Hospitality Organizations Achieving Excellence in the Robert Ford, Michael Sturmane
, Test Bank for Managing Hospitality Organizations Achieving Excellence in the Robert Ford, Michael Sturmane
Testbank
Ford & Sturman/Managing Hospitality Organizations, 2e
SAGE Publishing, 2020
Learning Objective: LO 1.1 Describe the key differences between making
products and creating experiences for guests.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Service Product
Difficulty Level: Medium
4. Services tend to be tangible as well as produced and consumed and then paid
for.
Ans: F
Learning Objective: LO 1.3 Identify the components of the guest experience.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: The Nature of Services
Difficulty Level: Easy
5. Guest focused organizations should trace information and authority from the
bottom up.
Ans: T
Learning Objective: LO 1.3 Identify the components of the guest experience.
Cognitive Domain: Comprehension
Answer Location: The Nature of Services
Difficulty Level: Medium
1-2
Test Bank for Managing Hospitality Organizations Achieving Excellence in the Robert Ford, Michael Sturmane
Test Bank for Managing
Hospitality Organizations
Achieving Excellence in the
Guest Experience 2nd Edition By
Robert Ford, Michael Sturmane
(All Chapters 1-14, 100% Original
Verified, A+ Grade)
This is The Only Original and
Complete Test Bank for 2nd
Edition, All Other Files in The
Market are Fake/Old/Wrong
Edition.
Test Bank for Managing Hospitality Organizations Achieving Excellence in the Robert Ford, Michael Sturmane
, Test Bank for Managing Hospitality Organizations Achieving Excellence in the Robert Ford, Michael Sturmane
Table Of Contents
1. The Basics of Wow! The Guest
Knows Best
2. Meeting Guest Expectations through
Planning
3. Setting the Scene for the Guest
Experience
4. Developing the Hospitality Culture:
Everyone Serves!
5. Staffing for Service
6. Training and Developing Employees
to Serve
7. Serving with a Smile: Motivating
Exceptional Service
8. Involving the Guest: The Co-Creation
of Value
9. Communicating for Service
10. Planning the Service Delivery System
11. Waiting for Service
12. Measuring and Managing Service
Delivery
13. Fixing Service Failures
14. Service Excellence: Leading the Way
to Wow!
Test Bank for Managing Hospitality Organizations Achieving Excellence in the Robert Ford, Michael Sturmane
, Test Bank for Managing Hospitality Organizations Achieving Excellence in the Robert Ford, Michael Sturmane
Testbank
Ford & Sturman/Managing Hospitality Organizations, 2e
SAGE Publishing, 2020
CHAPTER 1 The Hospitality Service Strategy
Testbank
True/False
1. Internal customers are customers who are patronizing the business.
Ans: F
Learning Objective: LO 1.1 Describe the key differences between making
products and creating experiences for guests.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Serving Internal Customers
Difficulty Level: Easy
2. The tangible part of a service experience is called the service package.
Ans: F
Learning Objective: LO 1.1 Describe the key differences between making
products and creating experiences for guests.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Service Product
Difficulty Level: Easy
3. Guest experience = service setting + service delivery system + service product
Ans: T
1-1
Test Bank for Managing Hospitality Organizations Achieving Excellence in the Robert Ford, Michael Sturmane
, Test Bank for Managing Hospitality Organizations Achieving Excellence in the Robert Ford, Michael Sturmane
Testbank
Ford & Sturman/Managing Hospitality Organizations, 2e
SAGE Publishing, 2020
Learning Objective: LO 1.1 Describe the key differences between making
products and creating experiences for guests.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Service Product
Difficulty Level: Medium
4. Services tend to be tangible as well as produced and consumed and then paid
for.
Ans: F
Learning Objective: LO 1.3 Identify the components of the guest experience.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: The Nature of Services
Difficulty Level: Easy
5. Guest focused organizations should trace information and authority from the
bottom up.
Ans: T
Learning Objective: LO 1.3 Identify the components of the guest experience.
Cognitive Domain: Comprehension
Answer Location: The Nature of Services
Difficulty Level: Medium
1-2
Test Bank for Managing Hospitality Organizations Achieving Excellence in the Robert Ford, Michael Sturmane
