Diverse Workplace Strategies
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Questions and Answers

What is a key characteristic of tourism products related to their existence?

  • They can be stored for future use.
  • They can be mass-produced like traditional goods.
  • They are tangible and can be seen.
  • They have a limited life-span and must be consumed quickly. (correct)

    • Cultural diversity in hiring can enhance customer service experiences.

    True

    What term describes the process of combining various products to form a tourism product?

    Aggregability

    Divergence is primarily a _____-brained activity.

    <p>right</p> Signup and view all the answers

    Match the following modes of thinking with their descriptions:

    <p>Divergence = Creative idea generation Convergence = Logical analysis and judgment Analytical Thinking = Critique and feedback Creative Phase = Initial brainstorming of ideas</p> Signup and view all the answers

    Which of the following best describes convergence in a creative process?

    <p>Analyzing and refining ideas to find the best solution.</p> Signup and view all the answers

    Tourism products are always tangible and easily identifiable.

    <p>False</p> Signup and view all the answers

    What is one benefit of hiring bilingual employees within the hospitality and tourism industry?

    <p>Better customer experience</p> Signup and view all the answers

    What is the purpose of writing Morning Pages?

    <p>To identify what has your attention</p> Signup and view all the answers

    Self-service options in hospitality have eliminated the need for any human interaction.

    <p>False</p> Signup and view all the answers

    What technology has largely replaced desktop computers in travel?

    <p>Mobile tablets and smartphones</p> Signup and view all the answers

    The move from personal service to __________ has significantly impacted the hospitality industry.

    <p>automation</p> Signup and view all the answers

    Match the following examples with their respective concepts:

    <p>Online airline check-in = Self-service solution Website visit = Customer first experience Mobile communication = Travel convenience Automated service = Efficiency</p> Signup and view all the answers

    What has changed the ways customers explore services in hospitality?

    <p>Internet and marketing</p> Signup and view all the answers

    Mobile devices have no significant role in enhancing traveler experience.

    <p>False</p> Signup and view all the answers

    What aspect of technology has expanded the potential to reach customers globally in hospitality?

    <p>The world wide web</p> Signup and view all the answers

    What is NOT a requirement for attaining service quality?

    <p>High-tech equipment</p> Signup and view all the answers

    Technology has no impact on service quality in the hospitality industry.

    <p>False</p> Signup and view all the answers

    What does the term 'quality' mean in the context of service delivery?

    <p>Quality means different things to different people.</p> Signup and view all the answers

    In the service quality journey, the first step is to define _____ .

    <p>quality</p> Signup and view all the answers

    Match the following elements with their descriptions regarding service quality:

    <p>Market and customer focus = Understanding customer needs Empowerment of frontline staff = Giving authority to staff Well-trained and motivated staff = Enabling effective service delivery Clear service quality vision = Establishing service standards</p> Signup and view all the answers

    Which of the following is a complication in delivering service quality?

    <p>Control of service delivery</p> Signup and view all the answers

    Service quality problems are always visible to the provider.

    <p>False</p> Signup and view all the answers

    What is one major challenge in improving service quality over time?

    <p>The time required to resolve problems.</p> Signup and view all the answers

    What do firms display in their strategy according to the content?

    <p>Global orientation</p> Signup and view all the answers

    Standardization in products is beneficial because it caters to different market preferences.

    <p>False</p> Signup and view all the answers

    What is the most sensitive category of products to differences in national tastes and habits?

    <p>Consumer nondurables</p> Signup and view all the answers

    Standardization offers advantages such as consistent _____ across different regions.

    <p>quality</p> Signup and view all the answers

    What is one method suggested for managing emails effectively?

    <p>Batch-process emails in relevant folders</p> Signup and view all the answers

    Match the following strategies with their descriptions:

    <p>Diverging = Creating a list of tasks to explore options Converging = Prioritizing tasks and scheduling them Standardization = Offering the same product globally Mind mapping = Visual brainstorming technique</p> Signup and view all the answers

    What are firms aiming to achieve through standardization?

    <p>Global consistency in quality</p> Signup and view all the answers

    Name one advantage of involving members in setting the agenda for meetings.

    <p>Increased participation and relevant discussion</p> Signup and view all the answers

    Which definition best describes the quality led by customer requirements?

    <p>Quality as satisfying customer's needs</p> Signup and view all the answers

    The process or supply led approach defines quality mainly in terms of customer satisfaction.

    <p>False</p> Signup and view all the answers

    Name one determinant of quality.

    <p>Technical quality of outcome</p> Signup and view all the answers

    Quality can be defined as _____ to the producer and price to the customer.

    <p>cost</p> Signup and view all the answers

    What is a characteristic of value-led quality?

    <p>Cost to producer and price to customer</p> Signup and view all the answers

    The definitions of quality proposed by Crosby and Taguchi fall under customer-led quality.

    <p>False</p> Signup and view all the answers

    Match the definitions of quality to their corresponding approaches:

    <p>Innate excellence = Product led Conformance to requirements = Process or supply led Satisfying customer's requirements = Customer led Cost and price relationship = Value led</p> Signup and view all the answers

    The first actions toward systemic service change include securing an accurate set of _____ to assess current customer experience.

    <p>data</p> Signup and view all the answers

    Study Notes

    Diverse Workforce

    • Hiring bilingual employees enhances customer experience and offers insights into various cultures.
    • Understanding the unique characteristics of the hospitality and tourism industry is essential for effective strategy design.

    Characteristics of Tourism Products

    • Intangibility: Tourism products are services that cannot be stored; they must be consumed when planned.
    • Limited Life-span: Unlike physical products, tourism experiences have a fleeting nature.
    • Aggregability: Tourism offerings are often a combination of various elements, complicating commercialization and quality control.

    Divergence and Convergence

    • Divergence: Emphasizes creative thinking and exploration of ideas, often involving brainstorming sessions.
    • Convergence: Involves critical thinking to analyze ideas and select the most feasible solutions.
    • Both processes aid in developing personal tastes and preferences through exposure to diverse experiences.

    Technology Impact on Hospitality

    • Shift from personal service to automation includes self-service options like online check-ins and checkout kiosks.
    • Mobile devices have revolutionized communication and accessibility within the industry, allowing travelers to access services on-the-go.

    Service Quality in Hospitality

    • Service quality is influenced by experiences at various stages of service delivery and can be difficult to assess by providers.
    • Key Dimensions of Quality: Includes tangibles, reliability, responsiveness, assurance, and empathy.

    Determinants of Quality

    • Technical Quality: Refers to the actual outcome of a service.
    • Functional Quality: Focuses on the interaction during service delivery.

    Information Technology Applications

    • IT enhances competition by improving customer focus and allowing for better communication and operational efficiencies.
    • Small hotels can leverage technology to improve service quality and ensure competitiveness in the market.

    Service Quality Strategies

    • Organizations can adopt either a passive/reactive or a strategic/proactive approach to manage service quality.
    • Successful service improvements require clear definitions, measurable goals, and a well-trained staff committed to quality standards.

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    Related Documents

    Quality Service Management (Lessons 1-5) PDF

    Description

    This quiz explores the importance of hiring bilingual employees in the hospitality and tourism industry. It emphasizes how these employees can enhance customer experiences through their cultural insights and unique characteristics. Discover best practices for building a diverse workforce that benefits your business.

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