quality 8

quality 8

12th Grade

15 Qs

quiz-placeholder

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quality 8

quality 8

Assessment

Quiz

Financial Education

12th Grade

Easy

Created by

Clein Xioxiox

Used 3+ times

FREE Resource

15 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the primary benefit of guest involvement in service innovation?

Increased labor costs

Co-creation of value

Limited service options

Reduced customer satisfaction

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which role do customers play when they contribute time and effort in service production?

Customers as service critics

Customers as passive observers

Customers as extended employees

Customers as competitors

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is a potential downside of customers acting as extended employees?

Improved service quality

Higher productivity

Increased customer satisfaction

Lack of apparent benefits

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How can customer feedback contribute to service quality?

By providing insights for improvement

By increasing costs

By reducing customer involvement

By complicating the service process

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is self-service technology (SST)?

Technology that eliminates customer participation

Technology allowing customers to produce services independently

Technology used only in restaurants

Technology that requires employee interaction

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following is an example of self-service technology in the accommodation sector?

Self-service kiosks in hotel lobbies

Online travel agencies

Traditional check-in desks

Concierge services

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What advantage does SST provide regarding transaction speed?

Limited access

Faster transactions

Increased complexity

Slower transactions

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