HFT 2500 Final QUESTIONS WELL
ANSWERED GRADED A+
The two main industries that comprise what we call tourism are the hospitality and restaurant
industries. - ANS ✔✔false
Instead of simply being defined as "freedom from defects," QUALITY should be defined: - ANS
✔✔in terms of customer satisfaction
Relationship marketing is a process where marketers work at building relationships with
customers, distributors, dealers, and: - ANS ✔✔suppliers
The selling concept holds that consumers will not buy enough of the organization's products
unless the organization undertakes a large _________ and __________ effort - ANS
✔✔selling,promotion
The practical definition of a marketing manager is one of a person focused entirely on finding
enough customers to buy the company's current output. - ANS ✔✔false
The product concept holds that customers prefer existing products, and the job of management
is to develop good versions of these existing products - ANS ✔✔true
The hospitality industry is the second largest employer in the United States. - ANS ✔✔true
A ________ is a state of felt deprivation - ANS ✔✔need
, The production concept holds that consumers will favor products that are __________ and
highly ____________, and therefore management should focus on production and distribution
efficiency. - ANS ✔✔available and affordable
The fact that a business traveler will have a very positive check-in experience during one stay at
a hotel and then a very negative check-in experience the next time is an issue related to which
service characteristic - ANS ✔✔variability
Within the realm of Customer Relationship Management (CRM) switching costs are only
monetary in nature - ANS ✔✔false
It is better to give the customer a time ____________ the anticipated wait time - ANS ✔✔more
than
perhaps the best measure of service quality is - ANS ✔✔customer retention
At the Ritz-Carlton, each employee can spend up to __________to redress a guest grievance -
ANS ✔✔2,000
A system of values and beliefs in an organization that reinforces the idea that providing the
customer with quality service is the principal concern of the business is called
__________________. - ANS ✔✔service culture
In a well-run hospitality organization, there are two customers-the paying customers and the
___________. - ANS ✔✔employees
The fact that services cannot be seen, tasted, felt, or smelled relates to which service
characteristic? - ANS ✔✔intangibility
ANSWERED GRADED A+
The two main industries that comprise what we call tourism are the hospitality and restaurant
industries. - ANS ✔✔false
Instead of simply being defined as "freedom from defects," QUALITY should be defined: - ANS
✔✔in terms of customer satisfaction
Relationship marketing is a process where marketers work at building relationships with
customers, distributors, dealers, and: - ANS ✔✔suppliers
The selling concept holds that consumers will not buy enough of the organization's products
unless the organization undertakes a large _________ and __________ effort - ANS
✔✔selling,promotion
The practical definition of a marketing manager is one of a person focused entirely on finding
enough customers to buy the company's current output. - ANS ✔✔false
The product concept holds that customers prefer existing products, and the job of management
is to develop good versions of these existing products - ANS ✔✔true
The hospitality industry is the second largest employer in the United States. - ANS ✔✔true
A ________ is a state of felt deprivation - ANS ✔✔need
, The production concept holds that consumers will favor products that are __________ and
highly ____________, and therefore management should focus on production and distribution
efficiency. - ANS ✔✔available and affordable
The fact that a business traveler will have a very positive check-in experience during one stay at
a hotel and then a very negative check-in experience the next time is an issue related to which
service characteristic - ANS ✔✔variability
Within the realm of Customer Relationship Management (CRM) switching costs are only
monetary in nature - ANS ✔✔false
It is better to give the customer a time ____________ the anticipated wait time - ANS ✔✔more
than
perhaps the best measure of service quality is - ANS ✔✔customer retention
At the Ritz-Carlton, each employee can spend up to __________to redress a guest grievance -
ANS ✔✔2,000
A system of values and beliefs in an organization that reinforces the idea that providing the
customer with quality service is the principal concern of the business is called
__________________. - ANS ✔✔service culture
In a well-run hospitality organization, there are two customers-the paying customers and the
___________. - ANS ✔✔employees
The fact that services cannot be seen, tasted, felt, or smelled relates to which service
characteristic? - ANS ✔✔intangibility
