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HRT Answers - Chapters 1-4 Exam 1 1 We have transition from...

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Chapters 1-4; Exam 1 1. We have transition from a service economy to an experience economy . 2. Guestology can be best defined as the scientific study of how guests behave in hospitality organizations. 3. Providing a high-quality experience often costs the organization less than providing a low-quality experience. True 4. In the hospitality field, quality and value can be defined only by the guest . 5. An organization knows it has met guest expectations when guests report that their expectations have been met. 6. The study of guests is important because you have to study them to understand them . 7. The organizational goal of a hospitality organization is to over-promise and over-deliver. False 8. Service is largely or wholly intangible. False 9. KSA stands for Knowledge, Skills, and Abilities 10. The moment of truth refers to one single moment during a variety of interactions between the guest and the organization. 11. The value of a guest experience is equal to the quality of the experience divided by the costs of all kinds . 12. The major responsibility for fulfilling the expectations created by the marketing department and by the past experiences of repeat guests lies with the operations side of the organization. 13. Guests usually accept the organization’s definition of its service product. False 14. Who defines the quality and value of the hospitality experience? The guest. 15. The value of the guest experience equals the quality of the experience divided by the financial costs of the experience. False 16. The term servicescape refers to the service setting or environment.
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