HOSP 1010 Gaillard SP2019 Midterm Questions and Correct Answers/ Latest Update / Already Graded

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HOSP 1010 Gaillard SP2019 Midterm Questions and Correct Answers/ Latest Update / Already Graded

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HOSP 1010 Gaillard SP2019 Midterm
Questions and Correct Answers/ Latest
Update / Already Graded
The service distinction

Ans: Intangibility

Inseparability (of production and consumption)

Perishability

Variability

What is a Customer? (LL BEAN DEF)

Ans: Customers are the most important people ever in this
office, in person or by mail.

Customers don't depend on us, we depend on them.

Customers are not an interruption of our work, they are the
purpose of it. We are not doing them a favor by serving them,
they are doing us a favor by giving us the opportunity to serve.

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, Page |2

We don't argue or match wits with our customers. Nobody ever
won an argument with a customer.

Customers are people who bring us their wants. Our job is to
handle them profitably, for them and for ourselves.

SERVICE acronym

Ans: SPIRIT
EMPATHY
RESPONSIVENESS
VISIBILITY
INVENTIVENESS
COMPETENCY
ENTHUSIASM

SERVICE QUALITY

Ans: The customers' perception of how well a service meets or
exceeds their quality expectations.

SERVICE EXCELLENCE- Albrecht definition

Ans: A level of service quality, compared to your competitors,
that is high enough in the eyes of your customers that it

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