AOHT PHT Lesson 3

A theory to explain consumer motivation that believes that people have different types of needs, ranging from basic to complex and abstract is 

• Maslow's Hierarchy of Needs.
• Pearce's Leisure Ladder.
• Plog's Model.
• Theory of Motivation.

An America psychologist who studied and wrote about mental health and human potential is 

• Oprah Winfrey.
• Stanley Plog.
• Philip Pearce.
• Abraham Maslow.

Theories to explain consumer motivation are used by all of the following except 

• hospitality and tourism industry.
• President Obama.
• scientists.
• educators. 

Part of a customer service representatives job includes troubleshooting, or problem solving.  

• True
• False

It is the consumer's needs and wants that create motivation, which in turn leads them to make a (an) 

• theory.
• analysis.
• decision.
• choice.

All of the following are basic needs except

• food.
• water.
• shelter.
• vacation package.

All of the following are wants except

• hot air balloon ride.
• skiing.
• sleep.
• luxury resort.

A theory of customer motivation that is usually depicted as a pyramid has all of the following levels except 

• self-actualization. 
• ego.
• social.
• innovation. 

All of the following are wants of a guest in a hotel except

• wireless access.
• good lighting.
• safety. 
• nice view.

Maslow's first level of need is 

• physiological. 
• safety.
• social.
• ego.