Hotels Service Concepts! Trivia Questions Quiz

2.

Good service is:

Work done for others.
Service that meets customer needs in the way that they want and expect them to be met.
Activities performed by people for the benefit of others.
Service in which the staff members providing the service treat every moment of truth the same way.

Correct Answer

A. Service that meets customer needs in the way that they want and expect them to be met.

Explanation

The correct answer is "service that meets customer needs in the way that they want and expect them to be met." This answer emphasizes the importance of understanding and fulfilling the specific needs and expectations of customers. It suggests that good service goes beyond simply performing work or activities for others, but rather focuses on meeting customer needs in a way that satisfies their wants and expectations. By prioritizing customer satisfaction, businesses can ensure they are providing a high level of service.

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3.

Services are delivered in the “factory,” so guests have to be present to receive them. Hotels must work at eliminating the amount of time customers must be kept waiting.

Nature of the service product
People are part of the product
Harder to maintain quality control standards
Time factor is more important
Distribution channels are different

Correct Answer

A. Time factor is more important

Explanation

The given answer, "Time factor is more important," is the correct explanation for the statement. This is because in the context of services being delivered in a "factory," it is crucial for guests to be present to receive them. Therefore, hotels must prioritize minimizing the amount of time customers have to wait. This suggests that time is a critical factor in delivering services efficiently and effectively. The other options provided do not directly address the importance of time in this specific scenario.

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4.

Guests come into contact with employees and other guests. The behavior of other guests can affect the service experience of other guests.

Nature of the service product
People are part of the product
Harder to maintain quality control standards
Time factor is more important
Distribution channels are different

Correct Answer

A. People are part of the product

Explanation

The correct answer is "People are part of the product." This answer is supported by the statement that guests come into contact with employees and other guests, and the behavior of other guests can affect the service experience of other guests. This suggests that the behavior and interactions of people play a crucial role in the service experience, making them an integral part of the service product.

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5.

Service businesses are different from manufacturing businesses because:

In manufacturing businesses, customers are more involved in the production process.
In service businesses, it’s harder to maintain quality control standards.
In manufacturing businesses, people are part of the product.
In service businesses, the time factor is less important.

Correct Answer

A. In service businesses, it’s harder to maintain quality control standards.

Explanation

Service businesses are different from manufacturing businesses because it is harder to maintain quality control standards in service businesses. Unlike manufacturing businesses, where the production process is more controlled and standardized, service businesses often rely on human interaction and subjective judgments, making it more challenging to consistently deliver high-quality service. Additionally, service businesses may face difficulties in ensuring consistent quality across different employees or locations, further complicating quality control efforts.

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6.

Service is a performance or a process; you cannot physically handle it the way you can manufactured goods. Guests at a hotel purchase the performance of services of the people who work in the hotel.

Nature of the service product
People are part of the product
Harder to maintain quality control standards
Time factor is more important
Distribution channels are different

Correct Answer

A. Nature of the service product

Explanation

The given correct answer is "Nature of the service product". This is because the explanation provided in the question states that a service is a performance or a process, and cannot be physically handled like manufactured goods. It also mentions that guests at a hotel purchase the performance of services provided by the people working in the hotel. Therefore, the nature of a service product is different from a physical product, as it involves intangible elements and relies on the performance of people.

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7.

Hotels do not ship their service to the customer. Instead, the customers come to them. Therefore, hotels must train their employees to handle some marketing functions such as dealing with customers.

Nature of the service product
People are part of the product
Harder to maintain quality control standards
Time factor is more important
Distribution channels are different

Correct Answer

A. Distribution channels are different

Explanation

Hotels do not ship their service to the customer, meaning they do not deliver their services to the customer's location. Instead, customers have to physically go to the hotel to avail of their services. This is why hotels must train their employees to handle some marketing functions, such as dealing with customers directly. The other options provided in the question, such as nature of the service product, people being part of the product, harder to maintain quality control standards, and time factor being more important, are all true to some extent, but they are not the main reason why hotels need to train their employees in marketing functions. The main reason is that hotels have different distribution channels compared to businesses that ship their products to customers.

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8.

In a service business:

Production and consumption are completely separate.
Other customers are part of the service product.
Services can be inspected for quality before they are “consumed” by customers.
Customers never see the service “factory.”

Correct Answer

A. Other customers are part of the service product.

Explanation

In a service business, other customers are considered part of the service product. This means that the interactions and experiences of other customers can greatly impact the overall quality and perception of the service being provided. Unlike in a manufacturing business where production and consumption are separate, in a service business, the presence and behavior of other customers can significantly influence the customer's experience and satisfaction. Therefore, managing and ensuring a positive customer experience for all customers becomes crucial in a service business.

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9.

The hotel cannot inspect the service before it is delivered. Mistakes are more likely to occur because performance takes place in real time.

Nature of the service product
People are part of the product
Harder to maintain quality control standards
Time factor is more important
Distribution channels are different

Correct Answer

A. Harder to maintain quality control standards

Explanation

The answer "Harder to maintain quality control standards" is the correct explanation because the statement mentions that the hotel cannot inspect the service before it is delivered and mistakes are more likely to occur due to real-time performance. This implies that maintaining quality control standards becomes challenging as the hotel cannot ensure that the service meets the desired quality before it is provided to the customers.

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10.

Manufacturing businesses are different from service businesses because in manufacturing businesses:

Customers are more involved in the production process.
It’s harder to maintain quality control standards.
There are no inventories.
The time factor is less important.

Correct Answer

A. The time factor is less important.

Explanation

The correct answer is that the time factor is less important in manufacturing businesses. This is because manufacturing businesses typically involve the production of physical goods, which often require a longer production process compared to service businesses. In manufacturing, there is a greater emphasis on creating products that meet quality standards rather than delivering them quickly. Additionally, manufacturing businesses usually have inventories of products that they produce, unlike service businesses which do not typically have physical inventories.

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Hotels Service Concepts! Trivia Questions Quiz

When it comes to judging the quality of service, whose expectations are most important?

Quiz Preview

Good service is:

Services are delivered in the “factory,” so guests have to be present to receive them. Hotels must work at eliminating the amount of time customers must be kept waiting.

Guests come into contact with employees and other guests. The behavior of other guests can affect the service experience of other guests.

Service businesses are different from manufacturing businesses because:

Service is a performance or a process; you cannot physically handle it the way you can manufactured goods. Guests at a hotel purchase the performance of services of the people who work in the hotel.

Hotels do not ship their service to the customer. Instead, the customers come to them. Therefore, hotels must train their employees to handle some marketing functions such as dealing with customers.

In a service business:

The hotel cannot inspect the service before it is delivered. Mistakes are more likely to occur because performance takes place in real time.

Manufacturing businesses are different from service businesses because in manufacturing businesses: