Services are different from products, in the hospitality industry, because of the following characteristics except:
a. service is a performance not a physical object
b. the guest is involved in production
c. service delivery management-the guests desire to be served when and where they choose
d. quality control is difficult
e. service is tangible product
The goal of environmental scanning is to successfully identify business strategy.
Indicate whether the statement is true or false
In order to meet the challenge of millions of daily service encounters, managers must do the following except:
a. understand how guests derive utility from the service
b. understands how the organization must be managed to add value and produce therate of return required.
c. understand how the organization can produce and deliver that utility
d. understand how the organization can meet its objectives to both guests and employees.
What is involved in understanding the cause and effect relationships between the environment and the firm?
What will be an ideal response?
Service quality depends upon the following except:
a. proper training
b. execution
c. quality control
d. sufficient resource allocation to attain and maintain leadership
e. the competencies of the management
Accompanying the interest in professional sports is the rise of legalized sports betting in Nevada and Atlantic City.
Indicate whether the statement is true or false
The economic impact of the gaming industry is felt both on a local and national level.
Indicate whether the statement is true or false
What are the major issues in understanding the environment?
What will be an ideal response?
How can companies control or influence the environment?
What will be an ideal response?
Principles guiding the improvement of quality service except:
a. quality is defined by the management
b. quality is a journey
c. quality is everyone's job
d. quality and integrity are inseparable
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