travel tourism ch 3 -4 exam|Questions With Correct
Answers|Verified
quality is both objective and subjective in nature - ✔️true
higher quality have been found to yield 3 benefits - ✔️commands higher prices,
increases market share, generates truly brand loyal customers
every interaction between a service employee and a customer is a - ✔️service
encounter
physical aspects that customer sees and interacts with - ✔️tangibles
ability of personnel to perform service accurately and consistently - ✔️reliability
employees willingness to help and provide prompt service - ✔️responsiveness
sense of trustworthiness employees inspire - ✔️assurance
warm, fuzzy heartfelt hospitality employee shows customer individual treatment -
✔️empathy
turn a frown upside down - ✔️service recovery
goal of service providers: - ✔️reaching, serving, satisfying
credited with being the first tourism intermediary - ✔️Thomas Cook
make information and services widely available cost - effectively - ✔️intermediaries
simplest form of distribution, no intermediary between supplier and customer, most
tourism suppliers utilize this, the internet is increasing this - ✔️one - level (direct)
distribution channels
travel agents serve as intermediaries bringing suppliers and customers together,
simplifies the travel process for customers, most efficient and effective - ✔️two - level
distribution channels
travel agents are increasingly expected to be subject experts on destinations - ✔️true
adds another layer of intermediaries, travel wholesalers, to two level channel. includes
tour operators, consolidators, travel clubs, and event planners - ✔️three level
distribution channels
Answers|Verified
quality is both objective and subjective in nature - ✔️true
higher quality have been found to yield 3 benefits - ✔️commands higher prices,
increases market share, generates truly brand loyal customers
every interaction between a service employee and a customer is a - ✔️service
encounter
physical aspects that customer sees and interacts with - ✔️tangibles
ability of personnel to perform service accurately and consistently - ✔️reliability
employees willingness to help and provide prompt service - ✔️responsiveness
sense of trustworthiness employees inspire - ✔️assurance
warm, fuzzy heartfelt hospitality employee shows customer individual treatment -
✔️empathy
turn a frown upside down - ✔️service recovery
goal of service providers: - ✔️reaching, serving, satisfying
credited with being the first tourism intermediary - ✔️Thomas Cook
make information and services widely available cost - effectively - ✔️intermediaries
simplest form of distribution, no intermediary between supplier and customer, most
tourism suppliers utilize this, the internet is increasing this - ✔️one - level (direct)
distribution channels
travel agents serve as intermediaries bringing suppliers and customers together,
simplifies the travel process for customers, most efficient and effective - ✔️two - level
distribution channels
travel agents are increasingly expected to be subject experts on destinations - ✔️true
adds another layer of intermediaries, travel wholesalers, to two level channel. includes
tour operators, consolidators, travel clubs, and event planners - ✔️three level
distribution channels
