HFT 2500 Midterm Study Guide || Graded A+ Already.
Marketing mix elements include all of the following EXCEPT: correct answers Marketing
information systems
When backed by buying power, wants become: correct answers Demands
It is wise to assess the customer's __________ value and take appropriate actions to ensure a
customer's long-term support. correct answers Long-term
Which of the following is not part of the four-P framework of marketing? correct answers Public
Relations
A product can be: correct answers Tangible or intangible
A company's _______________ is the set of benefits or values it promises to deliver to
consumers to satisfy their needs. correct answers Value proposition
The hospitality industry is the second largest employer in the United States. correct answers True
The simplest definition of marketing is delivering customer satisfaction at a profit. correct
answers True
"Quality" could be defined as the features and characteristics of a product that bear on its ability
to satisfy customer needs. correct answers True
In choosing among products, the guiding principle of most consumers is customer value-the most
benefit for the price. correct answers True
, Most restaurant kitchens would be considered examples of invisible organizations. correct
answers True
"We are Ladies and Gentlemen serving Ladies and Gentlemen" is a motto for: correct answers
Ritz-Carlton
Which of the following is NOT a link in the service-product chain? correct answers Increasingly
intangible services
Within the realm of Customer Relationship Management (CRM) switching costs are only
monetary in nature. correct answers False
So long as a company sets high standards for service quality, it is not necessary to evaluate its
actual performance. correct answers False
Empowering employees in part means giving them the authority to tend to customer needs.
correct answers True
The perishability of a service is especially a problem when demand fluctuates. correct answers
True
Service marketing requires both internal marketing and ______________ marketing. correct
answers Interactive
Which of the following statements is FALSE? correct answers The use of CRM in the hospitality
industry appears to be strong.
Studies have shown the best way to deal with service failure is to: correct answers Give the
unhappy customer timely information regarding the failure
Marketing mix elements include all of the following EXCEPT: correct answers Marketing
information systems
When backed by buying power, wants become: correct answers Demands
It is wise to assess the customer's __________ value and take appropriate actions to ensure a
customer's long-term support. correct answers Long-term
Which of the following is not part of the four-P framework of marketing? correct answers Public
Relations
A product can be: correct answers Tangible or intangible
A company's _______________ is the set of benefits or values it promises to deliver to
consumers to satisfy their needs. correct answers Value proposition
The hospitality industry is the second largest employer in the United States. correct answers True
The simplest definition of marketing is delivering customer satisfaction at a profit. correct
answers True
"Quality" could be defined as the features and characteristics of a product that bear on its ability
to satisfy customer needs. correct answers True
In choosing among products, the guiding principle of most consumers is customer value-the most
benefit for the price. correct answers True
, Most restaurant kitchens would be considered examples of invisible organizations. correct
answers True
"We are Ladies and Gentlemen serving Ladies and Gentlemen" is a motto for: correct answers
Ritz-Carlton
Which of the following is NOT a link in the service-product chain? correct answers Increasingly
intangible services
Within the realm of Customer Relationship Management (CRM) switching costs are only
monetary in nature. correct answers False
So long as a company sets high standards for service quality, it is not necessary to evaluate its
actual performance. correct answers False
Empowering employees in part means giving them the authority to tend to customer needs.
correct answers True
The perishability of a service is especially a problem when demand fluctuates. correct answers
True
Service marketing requires both internal marketing and ______________ marketing. correct
answers Interactive
Which of the following statements is FALSE? correct answers The use of CRM in the hospitality
industry appears to be strong.
Studies have shown the best way to deal with service failure is to: correct answers Give the
unhappy customer timely information regarding the failure
