Travel and Tourism Ch. 3 & 4
UPDATED Exam Questions and
CORRECT Answers
quality is both objective and subjective in nature - CORRECT ANSWER - true
higher quality have been found to yield 3 benefits - CORRECT ANSWER - commands
higher prices, increases market share, generates truly brand loyal customers
every interaction between a service employee and a customer is a - CORRECT
ANSWER - service encounter
physical aspects that customer sees and interacts with - CORRECT ANSWER - tangibles
ability of personnel to perform service accurately and consistently - CORRECT
ANSWER - reliability
employees willingness to help and provide prompt service - CORRECT ANSWER -
responsiveness
sense of trustworthiness employees inspire - CORRECT ANSWER - assurance
warm, fuzzy heartfelt hospitality employee shows customer individual treatment - CORRECT
ANSWER - empathy
turn a frown upside down - CORRECT ANSWER - service recovery
goal of service providers: - CORRECT ANSWER - reaching, serving, satisfying
UPDATED Exam Questions and
CORRECT Answers
quality is both objective and subjective in nature - CORRECT ANSWER - true
higher quality have been found to yield 3 benefits - CORRECT ANSWER - commands
higher prices, increases market share, generates truly brand loyal customers
every interaction between a service employee and a customer is a - CORRECT
ANSWER - service encounter
physical aspects that customer sees and interacts with - CORRECT ANSWER - tangibles
ability of personnel to perform service accurately and consistently - CORRECT
ANSWER - reliability
employees willingness to help and provide prompt service - CORRECT ANSWER -
responsiveness
sense of trustworthiness employees inspire - CORRECT ANSWER - assurance
warm, fuzzy heartfelt hospitality employee shows customer individual treatment - CORRECT
ANSWER - empathy
turn a frown upside down - CORRECT ANSWER - service recovery
goal of service providers: - CORRECT ANSWER - reaching, serving, satisfying
