GSM.docx

GSM –UPDATE 2026 QUESTIONS
AND ANSWERS WITH VERIFIED
SOLUTIONS 100% CORRECT

Internal customers are customers who are patronizing the business. - CORRECT
ANSWES -- True

Guest experience = service setting + service delivery system + service product -
CORRECT ANSWES -- True

Guest focused organizations should trace information and authority from the bottom up.
- CORRECT ANSWES -- True

The quality of the entire guest experience is the difference between the quality the guest
expects and the quality the guest gets. - CORRECT ANSWES -- True

Low quality and low cost, and high quality and high cost, bring about the same
perceived value to the guest. - CORRECT ANSWES -- True

Intangible costs, such as the time spent by a customer at a restaurant, are not part of
the cost and value equation. - CORRECT ANSWES -- False

The service package is the entire bundle of tangible and intangibles in a transaction with
a service component that makes up a service experience. - CORRECT ANSWES --
True

The service experience is based on the total experiences with a service provider, not
each experience independently. - CORRECT ANSWES -- False

Services tend to be both produced and consumed simultaneously. - CORRECT
ANSWES -- True

Service quality is equal to the service value divided by all costs incurred by the guests. -
CORRECT ANSWES -- False

A guestologist ______. - CORRECT ANSWES -- plans for the expectations of a
company's targeted customers.

The primary challenge to the hospitality service provider is ______. - CORRECT
ANSWES -- The uniqueness of each guest experience

, The major responsibility for fulfilling the expectations created by the marketing
department and by the past experiences of repeat guests lies with ______. - CORRECT
ANSWES -- The operations side of the organization

Guestology can be best defined as ______. - CORRECT ANSWES -- the study of how
guests behave in hospitality organizations

The study of guests is important because - CORRECT ANSWES -- your guest defines
the value and quality of your service

A strong brand promise - CORRECT ANSWES -- guarantees customer loyalty

The mission statement articulates - CORRECT ANSWES -- the organization's purpose
and reason for existence

The vision statement articulates - CORRECT ANSWES -- the organization's hopes for
the future

An example of a low-cost forecasting technique is - CORRECT ANSWES -- scenario
development

Building physical capacity based on selecting a lower percentile day will NOT have a
negative impact on - CORRECT ANSWES -- Cost

When assessing future hospitality work, which statement is the most likely or accurate?
- CORRECT ANSWES -- The next generation of employees will be more diverse than
the current generation.

Regarding the chapter's strategic planning model, the internal audit seeks to identify -
CORRECT ANSWES -- the organizations core competencies

Which of the following is an example of an action based on an internal assessment? -
CORRECT ANSWES -- A restaurant decides to open earlier on weekends after
receiving many calls from customers trying to make brunch reservations.

If the Hyatt Corporation were to take a stand on terrorism and institute a corporate-wide
policy implementing security bag check-in at all hotels and deactivation of all side door
key entry after hours; they would be responding based on - CORRECT ANSWES --
environmental assesment

In a design day capacity for an amusement park, when the capacity is ______, the
quality of the experience is ______. - CORRECT ANSWES -- exceeded; dilluted

One of the easiest ways to assess how the environment influences the guest
expectations is the rest room test, which shows how much cleanliness is made a
priority. - CORRECT ANSWES -- true