In Quality Service Management, “quality” is primarily measured by:, The organization’s internal standards, The customer’s needs and expectations, An establishment’s competitive stability in a highly competitive market is most strongly supported by:, Continuous price reduction, Sustained quality improvement, Customer satisfaction becomes critical in tourism and hospitality because:, Products and services are often similar or identical, Products and services are largely differentiated, Low switching cost in the hospitality industry implies that:, Customers will remain loyal regardless of service quality, Customers can easily transfer to another service provider, The close relationship between Quality Management and continuous improvement exists, Quality is a one-time organizational goal, Quality requires ongoing enhancement to retain customer loyalty, Quality Service Management is best described as a process that is:, Periodic and reactive, Continuous and preventive, One major objective of Total Quality Management (TQM) is to:, Assign quality responsibility only to top management, Hold all parties in the production process accountable for quality, Improving customer experience in QSM is achieved mainly through:, Eliminating errors and ensuring proper employee training, Increasing promotional activities, In tourism and hospitality, quality management requires a different approach because services:, Are intangible and differ from physical goods, Are easier to measure than manufactured products, The growing importance of Quality Service Management in tourism and hospitality is largely due to:, The growing importance of Quality Service Management in tourism and hospitality is largely due to:, Decreased competition in the industry, Quality is uniquely positioned to accelerate organizational growth primarily, Increased marketing and promotion, Better execution and organizational alignment, Providing the “voice of the customer” allows quality managemen, Focus only on cost reduction, Support the development of innovative products and services, The statement “No quality, no sales. No sales, no profit. No profit, no jobs.”, Quality is optional once sales are achievedQuality is optional once sales are achieved, Quality is the foundation of organizational sustainability, In today’s competitive market, having a high-quality reputation alone is insufficient, External competition no longer exists, Internal costs of maintaining quality must also be minimized, The shift from low-volume/high-price to high-volume/low-price production increases the need to, Accept higher internal failure costs, Reduce the internal cost of poor quality, Tourism is formally defined as an activity that involves, An overnight stay outside the usual environment, Daily travel within one’s place of residence, The term tourism is derived from the French word “Turisme,”, Permanent relocation, To tour or travel, The suffixes “-ism” and “-ist” in tourism conceptually refer to, Movement around a circle, Economic specialization, Hospitality is best distinguished from tourism by its focus on, Transportation and accommodation systems, Receiving and entertaining guests to ensure they feel well cared for, The core goal of the hospitality industry is to, Provide an enjoyable and well-managed guest experience, Maximize operational efficiency only, Tourism contributes to a country’s economic progress mainly by, Supporting foreign exchange reserves, . Reducing domestic employmen, Public income from tourism is generated through, .Government taxes on tourists, Donations from tourists, Private income in tourism refers to, Profits earned by selling local artifacts or services to tourists, Government subsidies for tourist facilities, Government subsidies for tourist facilities, Teaching respect, tolerance, and love for others, Limiting cultural exposure to local residents only, Cultural heritage in tourism is important, Explains the beauty, art, history, and culture of a place, Focuses only on economic benefits, Hospitality helps build better relationships, Connecting people through acts of kindness, Reducing personal interactions with strangers, Practicing hospitality can broaden one’s perspective, Everyone sees the world differently, allowing you to expand your own thinking, It reinforces only your own viewpoint, Hospitality reminds you of what you have to offer, Highlighting your knowledge or skills to serve others, Forcing others to guess what you know, Hospitality shows others they are important, Saying “You are important enough that I want to serve you, Only providing services when convenient for yourself, Being hospitable can set a good example because, It allows you to model kindness and service for others, It replaces the need for role models, Which of the following is a disadvantage of tourism, Guaranteed job stability, Overcrowding, Tourism can lead to, Environmental hazards, Improved working hours, A common disadvantage for hospitality worker, Less responsibility, Long working hours, Tourism may negatively affect, Only tourists’ enjoyment, Wildlife and natural habitats, What is a stress factor in hospitality jobs?, Easy tasks, High-pressure environmen, Tourism can result in, Tourism can resul, Huge expenditure, One socio-cultural disadvantage of tourism, Cultural dilution or commercialization, Strengthening local traditions, Hospitality work may be difficult, It requires no effort, It can be physically and mentally demanding, Which of the following is an example of a tourist attraction?, Local government office, Museum, What does “Access” in tourism refer to?, Availabiity of hotel, Transport and ways for tourists to reach a destination, Why is accommodation important for tourism, Tourists need a place to stay near attractions, To increase local population, Which of the following is considered a tourism amenity, Factory buildings, Public toilets and restaurants, What does “Awareness” in tourism involv, Only the number of tourists visiting, Local and market knowledge about the destination

QSM

by
Print
Embed

Leaderboard

Visual style

Options

Switch template

Continue editing: ?