Principles of hospitality and tourism-chapter 2 Exam Bank Solution Manual Already Passed
Sevice - Answers Activity that is done for another person...RF
Customer service - Answers The total customer experience with a hospitality business...RF
Customer - Answers Someone who purchases products or service from a business...RF
Guest - Answers Customer who purchases products or service from a hospitality business...RF
Empathy - Answers Ability of individuals to put themselves in someone else's shoes and know how that
person feels...RF
Customer satisfaction - Answers The positive feeling customers have about a business that meets their
needs...RF
Quality service - Answers Service that meets or exceeds customer expectations...RF
Consistent quality service - Answers Providing the same good service and products to customers each
and every time they come to a business...RF
Service encounter - Answers Interaction between a custom and a staff member...RF
Word-of-mouth publicity - Answers Informal conversations people have about their experiences with a
business...RF
Front-of-the-house - Answers Area in a hospitality business that guest usually see...RF
Back-of-the-house - Answers Area in a hospitality business that guest usually don't see...RF
Front-of-the-house employees - Answers Employees whose main function is to interact with the
customers...RF
Back-of-house employees - Answers Employees whose work rarely involves interaction with the
customers...RF
Customer-focused employees - Answers Employees who can anticipate customer needs...RF
Critical moment - Answers Time when customer's experience makes a bigger impact on customer
satisfaction than on others times...RF
Sevice - Answers Activity that is done for another person...RF
Customer service - Answers The total customer experience with a hospitality business...RF
Customer - Answers Someone who purchases products or service from a business...RF
Guest - Answers Customer who purchases products or service from a hospitality business...RF
Empathy - Answers Ability of individuals to put themselves in someone else's shoes and know how that
person feels...RF
Customer satisfaction - Answers The positive feeling customers have about a business that meets their
needs...RF
Quality service - Answers Service that meets or exceeds customer expectations...RF
Consistent quality service - Answers Providing the same good service and products to customers each
and every time they come to a business...RF
Service encounter - Answers Interaction between a custom and a staff member...RF
Word-of-mouth publicity - Answers Informal conversations people have about their experiences with a
business...RF
Front-of-the-house - Answers Area in a hospitality business that guest usually see...RF
Back-of-the-house - Answers Area in a hospitality business that guest usually don't see...RF
Front-of-the-house employees - Answers Employees whose main function is to interact with the
customers...RF
Back-of-house employees - Answers Employees whose work rarely involves interaction with the
customers...RF
Customer-focused employees - Answers Employees who can anticipate customer needs...RF
Critical moment - Answers Time when customer's experience makes a bigger impact on customer
satisfaction than on others times...RF
