ECU HMGT 2170 Chapter 14 Assignment
UPDATED EXAM QUESTIONS And CORRECT
Answers
**Benchmark organizations discover which of their competencies guests consider to be core;
then focus on bringing all other competencies up to that standard - CORRECT
ANSWERS False
Key drivers can be divided into two catagories: basic things that the guests expect and the
characteristics and qualities that make the experience memorable - CORRECT
ANSWERS True
The organization can't know what factors are the key drivers of guest satisfaction until they
study all the drivers - CORRECT ANSWERS True
A wow can be built into any party of the guest expereice - CORRECT ANSWERS True
The outstanding hospitality managers get data, then combine it with hunches and their own
personal preferences to arrive at a decision - CORRECT ANSWERS False
**The outstanding organizations are experienced enough to anticipate all the many different
things guests will go, ask for, and expect from them - CORRECT ANSWERS False
Everything the organization leadership says and does is always consistent with the
organization's subcultures - CORRECT ANSWERS False
UPDATED EXAM QUESTIONS And CORRECT
Answers
**Benchmark organizations discover which of their competencies guests consider to be core;
then focus on bringing all other competencies up to that standard - CORRECT
ANSWERS False
Key drivers can be divided into two catagories: basic things that the guests expect and the
characteristics and qualities that make the experience memorable - CORRECT
ANSWERS True
The organization can't know what factors are the key drivers of guest satisfaction until they
study all the drivers - CORRECT ANSWERS True
A wow can be built into any party of the guest expereice - CORRECT ANSWERS True
The outstanding hospitality managers get data, then combine it with hunches and their own
personal preferences to arrive at a decision - CORRECT ANSWERS False
**The outstanding organizations are experienced enough to anticipate all the many different
things guests will go, ask for, and expect from them - CORRECT ANSWERS False
Everything the organization leadership says and does is always consistent with the
organization's subcultures - CORRECT ANSWERS False
