Section 2.2—quiz: Superior Service

1. What is a SWOT analysis?

It is an analysis of a company’s internal and external environments, looking for strengths, weaknesses, opportunities, and threats.

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2. What's your name?

We’ll put your name on your report, certificate, and leaderboard.

2. _____________ occurs whenever a hospitality provider and guests interact. It refers to the defining moment when guests actually experience hospitality services.

Mission statement

SWOT analysis

Moment of truth

5 P’s of marketing

3. A company’s statement about their general business objective.

Mission statement

SWOT analysis

Moment of truth

5 P’s of marketing

4. The first step in the strategic planning process. It analyzes the internal and external environment in which the business operates.

Mission statement

SWOT analysis

Moment of truth

5 P’s of marketing

5. Which of the following gives the correct order for the strategic planning process?

The steps can be performed operation.

Form strategies; perform a evaluate results

Perform a SWOT analysis; evaluate results

Form strategies; implement evaluate results

6. Which of the following is a moment of truth?

The room attendant stocks her cart with enough towels to last until her lunch break.

A door attendant greets an

The front office auditor verifies

All of the above.

7. What are three fundamental issues companies must address before they can implement strategies?

Corporate culture, leadership, organizational structure

Leadership, organizational structure, corporate culture

Organizational structure, leadership, corporate culture

Leadership, corporate culture, organizational structure

8. Strategic planning is important because it:

Encourages a company to perform a YEGA analysis.

Lays out a service company’s “moments of truth” for the coming year.

Outlines where the business is going and how it intends to get there.

B and c.

9. Which of the following is not a fundamental issue that companies must address before implementing strategies?

Strategic management

Leadership

Organizational structure

Corporate culture