Type:
Test Bank
Resource:
Bagdan Guest Service in the Hospitality Industry
Edition:
1st Edition
Author(s):
Paul Bagdan
Chapter 1: The Basics of Guest Service Test Bank Questions Multiple-Choice Questions 1. What age of change occurred as a result of the loss of agricultural and manufacturing jobs in the United States? A. Age of communication B. Age of service C. Age of technology D. All of the above E. None of the above 2. What age of change occurred as a result of a boom in digitalization in the 1980s and 1990s, thus changing the way that businesses operate? A. Age of communication B. Age of service C. Age of technology D. All of the above E. None of the above 3. What age of change occurred when the service economy was combined with proliferation technology? A. Age of communication B. Age of service C. Age of technology D. All of the above E. None of the above 4. What age of change occurred as a result of people moving to cities in the United States about 100 years ago? A. Age of communication B. Age of service C. Age of technology D. Age of agriculture E. None of the above
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5. ____________ is a quest to reduce errors and inefficiencies so that you won’t have to fix as many things and pay the price for producing a poor product. A. DRIFT B. MBWA C. PDCA D. ASCII E. ISO 6. A point of service at which customer service is either made or lost is known as A. Moment of truth B. MBWA C. PDCA D. DRFIT E. None of the above 7. Under this highly effective premise, managers “get in touch” with the employees and customers to learn what is really occurring: A. MBWA B. PDCA C. DRIFT D. All of the above E. None of the above 8. A four-step process for implementing change, or, continuous improvement is called A. PDCA B. MBWA C. DRIFT D. All of the above E. None of the above 9. Meeting and exceeding the individual expectations of the customer is called A. Quality customer service B. Moment of truth C. Paradigm D. Expectorant E. None of the above
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