1
TIM EXAM MIDTERM EXAM, QUESTIONS
WITH ACCURATE ANSWERS | MULTIPLE
CHOICES |!!
Which of the following options is NOT a part of the Service Quality Model?
A. expected service
B. loyalty
C. perceived service quality
D. satisfaction level - (ANSWER)loyalty
Labor costs are considerable in many service organizations and can exceed 70% of
operating costs.
t/f - (ANSWER)true
Employees who are trained to follow policies strictly may find it difficult to
empathize with customers and meet their needs.
t/f - (ANSWER)true
Assurance refers to employees' willingness to help customers and their
promptness in providing service. - (ANSWER)false
An example of a facilitating good would be ________.
A. concierge services
, 2
B. brochures
C. information from a front office clerk
D. service upgrades - (ANSWER)brochures
In the tourism industry, which of the following words is inseparable with the word
"quality"?
A. courtesy
B. friendliness
C. hospitality
D. responsiveness - (ANSWER)hospitality
Quality assurance does not depend on the services provided by each one of the
multiple tourism suppliers.
t/f - (ANSWER)false
Flight attendants are considered the first "ambassador" of a city.
t/f - (ANSWER)false
The financial network and clearinghouse that allows travel agencies to sell
domestic airline tickets is ________.
A. CRS
B. ARC
C. OTA
TIM EXAM MIDTERM EXAM, QUESTIONS
WITH ACCURATE ANSWERS | MULTIPLE
CHOICES |!!
Which of the following options is NOT a part of the Service Quality Model?
A. expected service
B. loyalty
C. perceived service quality
D. satisfaction level - (ANSWER)loyalty
Labor costs are considerable in many service organizations and can exceed 70% of
operating costs.
t/f - (ANSWER)true
Employees who are trained to follow policies strictly may find it difficult to
empathize with customers and meet their needs.
t/f - (ANSWER)true
Assurance refers to employees' willingness to help customers and their
promptness in providing service. - (ANSWER)false
An example of a facilitating good would be ________.
A. concierge services
, 2
B. brochures
C. information from a front office clerk
D. service upgrades - (ANSWER)brochures
In the tourism industry, which of the following words is inseparable with the word
"quality"?
A. courtesy
B. friendliness
C. hospitality
D. responsiveness - (ANSWER)hospitality
Quality assurance does not depend on the services provided by each one of the
multiple tourism suppliers.
t/f - (ANSWER)false
Flight attendants are considered the first "ambassador" of a city.
t/f - (ANSWER)false
The financial network and clearinghouse that allows travel agencies to sell
domestic airline tickets is ________.
A. CRS
B. ARC
C. OTA
