HFT 2500 Midterm Review (2025-2026)
questions well answered graded A+
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
Which of the following is not part of the service profit chain? - ANS ✔✔External service quality
Service marketing requires both internal marketing and ______________ marketing. - ANS
✔✔Interactive
The three services of marketing are: internal, external, and interactive. - ANS ✔✔True
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
Revenue management grew out of ___________ management, which was introduced in the
1980s.
Correct! - ANS ✔✔Yield
In general, government-run tourism promotion organizations have not assumed responsibility
for the quality of the services they promote. - ANS ✔✔True
Empowering employees in part means giving them the authority to tend to customer needs. -
ANS ✔✔True
, Which of the following is NOT a link in the service-product chain? - ANS ✔✔Increasingly
intangible services
Because services are characterized by the issue of inseparability, service providers often will
have to: - ANS ✔✔Train the customers
Marketing mix elements include all of the following EXCEPT: - ANS ✔✔Marketing information
systems
When backed by buying power, wants become: - ANS ✔✔Demands
It is wise to assess the customer's __________ value and take appropriate actions to ensure a
customer's long-term support. - ANS ✔✔Long-term
Which of the following is not part of the four-P framework of marketing? - ANS ✔✔Public
Relations
A product can be: - ANS ✔✔Tangible or intangible
A company's _______________ is the set of benefits or values it promises to deliver to
consumers to satisfy their needs. - ANS ✔✔Value proposition
The hospitality industry is the second largest employer in the United States. - ANS ✔✔True
The simplest definition of marketing is delivering customer satisfaction at a profit. - ANS
✔✔True
questions well answered graded A+
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
Which of the following is not part of the service profit chain? - ANS ✔✔External service quality
Service marketing requires both internal marketing and ______________ marketing. - ANS
✔✔Interactive
The three services of marketing are: internal, external, and interactive. - ANS ✔✔True
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
Revenue management grew out of ___________ management, which was introduced in the
1980s.
Correct! - ANS ✔✔Yield
In general, government-run tourism promotion organizations have not assumed responsibility
for the quality of the services they promote. - ANS ✔✔True
Empowering employees in part means giving them the authority to tend to customer needs. -
ANS ✔✔True
, Which of the following is NOT a link in the service-product chain? - ANS ✔✔Increasingly
intangible services
Because services are characterized by the issue of inseparability, service providers often will
have to: - ANS ✔✔Train the customers
Marketing mix elements include all of the following EXCEPT: - ANS ✔✔Marketing information
systems
When backed by buying power, wants become: - ANS ✔✔Demands
It is wise to assess the customer's __________ value and take appropriate actions to ensure a
customer's long-term support. - ANS ✔✔Long-term
Which of the following is not part of the four-P framework of marketing? - ANS ✔✔Public
Relations
A product can be: - ANS ✔✔Tangible or intangible
A company's _______________ is the set of benefits or values it promises to deliver to
consumers to satisfy their needs. - ANS ✔✔Value proposition
The hospitality industry is the second largest employer in the United States. - ANS ✔✔True
The simplest definition of marketing is delivering customer satisfaction at a profit. - ANS
✔✔True
