Description
Managing Hospitality Organizations 2nd Edition Ford Test Bank
Test Bank for Managing Hospitality Organizations Achieving Excellence in the Guest Experience 2nd Edition By Robert C. Ford, Michael C. Sturman, ISBN: 9781544321509
Table of Contents
SECTION I. THE HOSPITALITY SERVICE STRATEGY
1. The Basics of Wow! The Guest Knows Best
2. Meeting Guest Expectations through Planning
3. Setting the Scene for the Guest Experience
4. Developing the Hospitality Culture: Everyone Serves!
SECTION II. THE HOSPITALITY SERVICE STAFF
5. Staffing for Service
6. Training and Developing Employees to Serve
7. Serving with a Smile: Motivating Exceptional Service
8. Involving the Guest: The Co-Creation of Value
Section III. The Hospitality Service Delivery System
9. Communicating for Service
10. Planning the Service Delivery System
11. Waiting for Service
12. Measuring and Managing Service Delivery
13. Fixing Service Failures
14. Service Excellence: Leading the Way to Wow!
CHAPTER 1 The Hospitality Service Strategy
Testbank
True/False
1. Internal customers are customers who are patronizing the business.
Ans: F
Learning Objective: LO 1.1 Describe the key differences between making products and creating experiences for guests.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Serving Internal Customers
Difficulty Level: Easy
2. The tangible part of a service experience is called the service package.
Ans: F
Learning Objective: LO 1.1 Describe the key differences between making products and creating experiences for guests.
Cognitive Domain: Knowledge
AACSB: Group and individual behaviors
Answer Location: Service Product
Difficulty Level: Easy
3. Guest experience = service setting + service delivery system + service product
Ans: T
Learning Objective: LO 1.1 Describe the key differences between making products and creating experiences for guests.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: Service Product
Difficulty Level: Medium
4. Services tend to be tangible as well as produced and consumed and then paid for.
Ans: F
Learning Objective: LO 1.3 Identify the components of the guest experience.
Cognitive Domain: Comprehension
AACSB: Systems and processes in organizations
Answer Location: The Nature of Services
Difficulty Level: Easy
5. Guest focused organizations should trace information and authority from the bottom up.
Ans: T
Learning Objective: LO 1.3 Identify the components of the guest experience.
Cognitive Domain: Comprehension
Answer Location: The Nature of Services
Difficulty Level: Medium
