Podcast
Questions and Answers
What may happen if companies do not meet changing customer expectations?
What may happen if companies do not meet changing customer expectations?
- Customers will become more understanding
- Customer dissatisfaction will increase (correct)
- Companies will meet their goals easily
- Customer satisfaction will increase
What are some usual expectations that guests have in luxury establishments?
What are some usual expectations that guests have in luxury establishments?
- Messy environment and unfriendly staff
- Courteous, responsive, reliable, and friendly staff (correct)
- Dirty rooms and unresponsive staff
- Unprofessional behavior and unclean spaces
What effect does an increase in establishment's service level have on customer expectations?
What effect does an increase in establishment's service level have on customer expectations?
- Customer expectations decrease
- Customer expectations increase (correct)
- Customer expectations remain the same
- Customers stop having expectations
According to Ekiz et al. (2012), what was noted about luxury hotels in their article?
According to Ekiz et al. (2012), what was noted about luxury hotels in their article?
How does social media affect the exposure of problems in luxury establishments?
How does social media affect the exposure of problems in luxury establishments?
What are some traits guests typically expect from staff in luxury establishments?
What are some traits guests typically expect from staff in luxury establishments?
In luxury hotels, what could result from unresolved basic problems as per Ekiz et al. (2012)?
In luxury hotels, what could result from unresolved basic problems as per Ekiz et al. (2012)?
How do customer expectations usually change when the service level of an establishment increases?
How do customer expectations usually change when the service level of an establishment increases?
'Flaunting' of problems by guests on social media can lead to what for luxury establishments?
'Flaunting' of problems by guests on social media can lead to what for luxury establishments?
Why is it important for luxury establishments to ensure cleanliness?
Why is it important for luxury establishments to ensure cleanliness?
