quality service management

quality service management

1st Grade

10 Qs

quiz-placeholder

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quality service management

quality service management

Assessment

Quiz

Other

1st Grade

Hard

Created by

nica arejola

Used 10+ times

FREE Resource

10 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

10 sec • 2 pts

The following are the notable people in service quality which one is not?

Walter A. Shewhart

Joseph M. Juran

Kaoru Ishikawa

James Duwey H. Donnelly

2.

MULTIPLE CHOICE QUESTION

20 sec • 2 pts

The following are the definition of guestology, which one defines by Dikson 2010.

Guestology involves knowing the guests or clients and their needs and wants, perceptions and expectation.

Guestology introduced has now become a science that deals with understanding the guest.

   Guestology as the scientific study of the behaviors, needs, and expectations of people in a service organization.

Guestology involves every person with whom the service provider has in the workplace

3.

MULTIPLE CHOICE QUESTION

20 sec • 2 pts

WALTER A. SHEWHART an American physicist, engineer; and statistician. He championed the work of Walter Shewhart cycle. who is WALTER A. SHEWHART in the picture?

Media Image
Media Image
Media Image
Media Image

4.

MULTIPLE CHOICE QUESTION

20 sec • 2 pts

WILLIAM EDWARDS DEMING American engineer, statistician, professor, author; lecturer, and management consultant. He championed the work of Walter Shewhart, including sstatistical process control, who is WILLIAM EDWARDS DEMING in the picture?

Media Image
Media Image
Media Image
Media Image

5.

MULTIPLE CHOICE QUESTION

10 sec • 2 pts

Inseparability the production ( act of delivery of service staff) and the consumption (guest experience) cannot be separated from each other.

TRUE

FALSE

6.

MULTIPLE CHOICE QUESTION

10 sec • 2 pts

Albert J. Rutledge- introduced certain 8 principles on how to effectively design establishments for the purpose of both the guests and the employees as they are the ones who usually utilized establishment spaces.

TRUE

FALSE

7.

MULTIPLE CHOICE QUESTION

20 sec • 2 pts

A personal training so called as Coaches.

TRUE

FALSE

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