QSM REVIEWER QUESTIONS WITH COMPLETE SOLUTIONS

means simply that all the organization's employees must treat customers like guests and manage the organization from the guest's point of view correct answer: Guestology customers come to a service provider with certain expectations for themselves, their businesses, and/or their families. correct answer: Meeting Customer Expectations In addition to public consumers, the hospitality organization has within itself many internal customers, persons and units that depend on each other and "serve" each other. correct answer: Serving Internal Customers The competition for guest loyalty and dollars (and euros, rupees, won, yen, yuan, etc.) is intense and will only grow more so in the future. correct answer: Meeting Increased Competition a word with numerous meanings correct answer: Service Another, perhaps even more common, meaning of service refers to the entire bundle of tangibles and intangibles in a transaction with a significant service component. correct answer: Service Product Service Industries correct answer: Just as the service product is a mixture of tangible and intangible elements, so are the entire industries that provide these products. A characteristic of the contemporary economy that hospitality organizations were the first to understand is that for many consumers, receiving well-made goods or well-rendered services may no longer be sufficient. correct answer: Goods to Services to Experiences Understanding the Guest correct answer: To well-managed hospitality organizations, guests are not statistical entities, vague concepts, or abstractions.