The Service Profit Chain and Customer Experience in Hospitality Quiz
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Questions and Answers

What is the recommended source for creating an effective customer journey map?

  • Bright Vessel
  • Kotler, Bowen, Makens, & Baloglu
  • Hubspot (correct)
  • Temkin
  • What aspect should be included in every touchpoint of the customer journey?

  • Customer demographics
  • Mood level (correct)
  • Purchase history
  • Customer feedback
  • Which reference provides insights into LEGO's approach to good experiences?

  • Temkin (correct)
  • Kotler, Bowen, Makens, & Baloglu
  • Bright Vessel
  • Tong Wu
  • Where can one find information about the Travel Mate customer journey and UX project?

    <p>Tong Wu</p> Signup and view all the answers

    Which source is focused on marketing for hospitality and tourism?

    <p>Kotler, Bowen, Makens, &amp; Baloglu</p> Signup and view all the answers

    Where can one find a customer journey map from 2018?

    <p>Bright Vessel</p> Signup and view all the answers

    Which reference is an internal source?

    <p>Bright Vessel</p> Signup and view all the answers

    Which source provides examples and a template for creating an effective customer journey map?

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

    Which reference is from 2021?

    <p>Kotler, Bowen, Makens, &amp; Baloglu</p> Signup and view all the answers

    Where can one find insights into the customer journey and UX project for Travel Mate?

    <p>Tong Wu</p> Signup and view all the answers

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