Podcast
Questions and Answers
What is the main reason for hotels and resorts to conduct market segmentation?
What is the main reason for hotels and resorts to conduct market segmentation?
- To have it all
- To compare brands directly
- To observe tour experiences
- To develop target segments (correct)
How do guests usually measure perceived quality of service products?
How do guests usually measure perceived quality of service products?
- By tangibly and intangibly gauging aspects of the service (correct)
- By comparing brands directly
- By directly observing the service
- By advertising the service quality
What is considered a critical aspect for gauging a tour experience?
What is considered a critical aspect for gauging a tour experience?
- Comparing brand names
- Tangible and intangible aspects of the tour package (correct)
- Direct observation
- Images and advertising
Why do some brands ship from outside the country according to the text?
Why do some brands ship from outside the country according to the text?
What is considered the most prized possession of corporate reputation according to the text?
What is considered the most prized possession of corporate reputation according to the text?
Who is known as the Father of Statistical Quality Control in the text?
Who is known as the Father of Statistical Quality Control in the text?
Which characteristics of services did Booms identify in the 'crawling out' stage?
Which characteristics of services did Booms identify in the 'crawling out' stage?
What did Christopher Lovelock add to the original marketing mix to make it more appropriate for services?
What did Christopher Lovelock add to the original marketing mix to make it more appropriate for services?
What did Theodore Levitt propose as the corporate purpose in 1983?
What did Theodore Levitt propose as the corporate purpose in 1983?
What term did Bruce Laval conceptualize to view service quality in the tourism and hospitality industry?
What term did Bruce Laval conceptualize to view service quality in the tourism and hospitality industry?
What did Walt Disney and the Disney Company refer to service providers as?
What did Walt Disney and the Disney Company refer to service providers as?
Which academic field was Theodore Levitt associated with?
Which academic field was Theodore Levitt associated with?
What is guestology according to Dickson (2010)?
What is guestology according to Dickson (2010)?
According to Klein (2014), what does guestology focus on?
According to Klein (2014), what does guestology focus on?
Why is it important for companies to inquire from their customers about their expectations?
Why is it important for companies to inquire from their customers about their expectations?
What does the term 'guest experience' encompass according to the text?
What does the term 'guest experience' encompass according to the text?
In the context of guestology, why is it crucial to identify the actual needs and wants of guests?
In the context of guestology, why is it crucial to identify the actual needs and wants of guests?
How does Bruce Laval contribute to the field of guestology?
How does Bruce Laval contribute to the field of guestology?
Who championed the work of Walter Shewhart and introduced the 'Shewhart cycle'?
Who championed the work of Walter Shewhart and introduced the 'Shewhart cycle'?
Which quality management expert was credited with a 25% reduction in the overall rejection rate?
Which quality management expert was credited with a 25% reduction in the overall rejection rate?
Who devised the concept of Total Quality Control that later inspired Total Quality Management?
Who devised the concept of Total Quality Control that later inspired Total Quality Management?
Which expert is known for incorporating the human aspect into quality management, leading to Total Quality Management (TQM)?
Which expert is known for incorporating the human aspect into quality management, leading to Total Quality Management (TQM)?
Who is notable for rejuvenating the norm in the workplace and emphasizing that quality should not stop at reinventing a product alone?
Who is notable for rejuvenating the norm in the workplace and emphasizing that quality should not stop at reinventing a product alone?
'Quality Control Handbook' is a classic reference authored by which quality management expert?
'Quality Control Handbook' is a classic reference authored by which quality management expert?
Who is credited with inventing the 'Ishikawa' or 'fishbone' diagram?
Who is credited with inventing the 'Ishikawa' or 'fishbone' diagram?
Which methodology did Genichi Taguchi develop to improve the quality of manufactured goods?
Which methodology did Genichi Taguchi develop to improve the quality of manufactured goods?
Who were the authors behind the 'gaps model' of service quality?
Who were the authors behind the 'gaps model' of service quality?
What concept did James H. Donnelly highlight in his works related to services marketing?
What concept did James H. Donnelly highlight in his works related to services marketing?
Which individual is known for reinventing the concept of customer service and introducing after-sale service and warranty?
Which individual is known for reinventing the concept of customer service and introducing after-sale service and warranty?
Who made significant contributions in assessing quality in services through the 'gaps model' approach?
Who made significant contributions in assessing quality in services through the 'gaps model' approach?
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