Marketing by a service firm to train effectively and motivate its customer-contact employees and all the supporting service people to work as a team to provide customer satisfaction is called ________ marketing.
A) Intelligent
B) Internal
C) Perennial
D) External
It is better to tell the customer ________ the anticipated wait time.
A) More than
B) Less than
C) Exactly
D) None of the above
________ form(s) when capacity exceeds demand and guests are willing to wait.
A) Loyalty
B) Demand
C) Popularity
D) Queues
If the leverage ratio that maximizes the value of the form differs from the leverage ratio that minimizes the Ka, hospitality managers would pick the leverage ratio that:
A) maximizes firm value B) smallest of the two leverage ratios
C) minimizes the Ka D) is an average of the two leverage ratios
It is virtually impossible to erect entry barriers in the capital markets.
Indicate whether the statement is true or false
A hotel brand owner is called a franchisee.
Indicate whether the statement is true or false
It is no longer possible for one restaurant to sue another over the trade dress issue.
Indicate whether the statement is true or false.
Which of the following is NOT a way to close Gap 1?
A) Formal marketing research B) Create a culture where complaints are welcome
C) Manage by walking around D) All of the above are ways to close Gap 1
Ideally, a casino's cage manager will report directly to the director of casino operations.
Indicate whether the statement is true or false
Feedforward control is an activity performed
A) with financial measurements B) simultaneously with the activity
C) in advance D) after completion
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