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HOSP-1010-Gaillard : Midterm Questions
and Correct Answers/ Latest Update /
Already Graded
What are the components of the *Service Distinction*?
Ans: -Intangibility
-Inseparability
-Perishability
-Variability
-Component of the Service Distinction
-Can't be seen, tasted, felt, heard, or smelled before purchase
Ans: intangibility
-Component of the Service Distinction
-Production & consumption happen simultaneously
Ans: inseparability
-Component of the Service Distinction
-Can't be stored for later sale or use (unsold rooms)
Ans: perishability
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-Component of the Service Distinction
-Quality depends on who provides them, & when/where/how
Ans: variability
What is the purpose of work in the hospitality industry?
Ans: serving the needs of customers
What does *S.E.R.V.I.C.E.* stand for?
Ans: -Spirit
-Empathy
-Responsiveness
-Visibility
-Inventiveness
-Competency
-Enthusiasm
the customers' perception of how well a service meets or exceeds their
quality expectations
Ans: service quality
All rights reserved © 2025/ 2026 |
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*A level of service quality that is enough in the eyes of customers
(compared to competitors) that it enables you to:*
-Charge a higher price for your service product
-Gain unnaturally large market share
-Enjoy a higher profit margin than competitors
Ans: service excellence
What is needed to perform Service Quality?
Ans: -A well-conceived strategy for service
-Customer-oriented frontline people
-Customer-friendly systems
rules put in place to help an organization run more smoothly
Ans: blue rules
rules based on safety measures
Ans: red rules
All rights reserved © 2025/ 2026 |
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*A participatory process that empowers all levels of employees to
work in groups to establish guest service expectations & determine the
best way to meet/exceed them*
-A continuous process that works best when managers are also good
leaders
-Focuses on error prevention (whereas Quality Control focuses on error
detection)
Ans: Total Quality Management (TQM)
What are the *purposes of TQM*?
Ans: -Focus on customer
-Involve employees
-Measure accurately
-Quality & continuous improvement
What are the *Sins of Service*?
(ABCCRRR)
All rights reserved © 2025/ 2026 |
HOSP-1010-Gaillard : Midterm Questions
and Correct Answers/ Latest Update /
Already Graded
What are the components of the *Service Distinction*?
Ans: -Intangibility
-Inseparability
-Perishability
-Variability
-Component of the Service Distinction
-Can't be seen, tasted, felt, heard, or smelled before purchase
Ans: intangibility
-Component of the Service Distinction
-Production & consumption happen simultaneously
Ans: inseparability
-Component of the Service Distinction
-Can't be stored for later sale or use (unsold rooms)
Ans: perishability
All rights reserved © 2025/ 2026 |
, Page |2
-Component of the Service Distinction
-Quality depends on who provides them, & when/where/how
Ans: variability
What is the purpose of work in the hospitality industry?
Ans: serving the needs of customers
What does *S.E.R.V.I.C.E.* stand for?
Ans: -Spirit
-Empathy
-Responsiveness
-Visibility
-Inventiveness
-Competency
-Enthusiasm
the customers' perception of how well a service meets or exceeds their
quality expectations
Ans: service quality
All rights reserved © 2025/ 2026 |
, Page |3
*A level of service quality that is enough in the eyes of customers
(compared to competitors) that it enables you to:*
-Charge a higher price for your service product
-Gain unnaturally large market share
-Enjoy a higher profit margin than competitors
Ans: service excellence
What is needed to perform Service Quality?
Ans: -A well-conceived strategy for service
-Customer-oriented frontline people
-Customer-friendly systems
rules put in place to help an organization run more smoothly
Ans: blue rules
rules based on safety measures
Ans: red rules
All rights reserved © 2025/ 2026 |
, Page |4
*A participatory process that empowers all levels of employees to
work in groups to establish guest service expectations & determine the
best way to meet/exceed them*
-A continuous process that works best when managers are also good
leaders
-Focuses on error prevention (whereas Quality Control focuses on error
detection)
Ans: Total Quality Management (TQM)
What are the *purposes of TQM*?
Ans: -Focus on customer
-Involve employees
-Measure accurately
-Quality & continuous improvement
What are the *Sins of Service*?
(ABCCRRR)
All rights reserved © 2025/ 2026 |
