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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?

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

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

It makes the issues more prominent and public (C) Signup and view all the answers

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

Courteous, responsive, reliable (D) Signup and view all the answers

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

Erosion of guest satisfaction and loyalty (D) Signup and view all the answers

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

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

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

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

Why is it important for luxury establishments to ensure cleanliness?

To meet guest expectations and avoid dissatisfaction (C) Signup and view all the answers