Hotel Article Problems Enumeration Quiz

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Questions and Answers

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?

  • 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?

  • 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?

<p>There are fundamental problems still unresolved in luxury hotels (B)</p> Signup and view all the answers

How does social media affect the exposure of problems in luxury establishments?

<p>It makes the issues more prominent and public (C)</p> Signup and view all the answers

What are some traits guests typically expect from staff in luxury establishments?

<p>Courteous, responsive, reliable (D)</p> Signup and view all the answers

In luxury hotels, what could result from unresolved basic problems as per Ekiz et al. (2012)?

<p>Erosion of guest satisfaction and loyalty (D)</p> Signup and view all the answers

How do customer expectations usually change when the service level of an establishment increases?

<p>'Like-for-like', expectations increase (A)</p> Signup and view all the answers

'Flaunting' of problems by guests on social media can lead to what for luxury establishments?

<p>'Flaunting' can draw attention to unresolved issues (B)</p> Signup and view all the answers

Why is it important for luxury establishments to ensure cleanliness?

<p>To meet guest expectations and avoid dissatisfaction (C)</p> Signup and view all the answers

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