Quiz on Quality Service Management in Tourism and Hospitality

What is the definition of quality according to Philip Crosby?

• Quality is predictable degree of uniformity

• Quality is meeting customer needs

• Quality is fitness for use

• Quality is conformance to requirements

Which dimension of quality refers to the primary operating characteristics of a service product?

• Features

• Performance

• Serviceability

• Reliability

In the context of hospitality and tourism, what does quality mean?

• Offering a wide range of services

• Meeting customer expectations

• Maximizing employee satisfaction

• Providing the lowest prices

What does the dimension of 'tangibility' focus on?

• The emotional connection with customers

• The reliability of service delivery

• The speed of service response

• The physical aspects of the service experience

Which of the following is NOT a characteristic of service products?

• Can be stored

• Diverse and customized

• Intangible

• Cannot be returned once provided

What is the main focus of the 'assurance' dimension in service quality?

• Knowledge and competence of the service provider

• Physical appearance of the service environment

• Speed of service delivery

• Understanding customer needs

Which quality guru defined quality as 'fitness for use'?

• Philip Crosby

• Armand Feigenbaum

• Dr. Edward Deming

• Dr. Juran

What does 'perceived quality' refer to?

• The objective measurement of service

• The reliability of service delivery

• The subjective judgment of customers

• The physical attributes of a service

Which of the following is a tangible aspect of service quality?

• Responsiveness to inquiries

• Staff friendliness

• Clean and well-maintained facilities

• Personalized attention

What is the primary difference between goods and services?

• Goods are intangible, services are tangible

• Goods require customer interaction, services do not

• Goods can be returned, services cannot

• Goods are produced simultaneously with consumption, services are not