Reputation Management MBA Group A

5 Questions | Total Attempts: 37

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Management Quizzes & Trivia

Small quizz on the readings + documents assigned for 06/12 class


Questions and Answers
  • 1. 
    Hotel manager should post responses to both good + bad reviews.  Please explain why.
  • 2. 
    United Breaks Guitars had a major impact on the airline's reputation for service.
    • A. 

      True

    • B. 

      False

  • 3. 
    What % of travelers find guest reviews important, prior to making a booking decision.
    • A. 

      49%

    • B. 

      3%

    • C. 

      81%

    • D. 

      63%

  • 4. 
    Why did the group spend a year trying to get reimbursed for the guitar?  Select all that apply
    • A. 

      It was an expensive guitar.

    • B. 

      The group was enroute to a performance. Playing the guitar was part of the performance.

    • C. 

      The group is not so famous it would make them more well known.

    • D. 

      To highlight that lack of response is not acceptable in a service industry

    • E. 

      They wanted to punish United for breaking the guitar.

  • 5. 
    Following UGC is mportant in reputation management.
    • A. 

      True

    • B. 

      False

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