1st Prelim Examination - THC3

Quality in tourism and hospitality primarily refers to:

• Maximizing profit margins

• Meeting or exceeding customer expectations

• Following industry regulations only

• Maintaining low operational costs

Why is quality particularly important in the tourism and hospitality industry?

• It reduces operational expenses

• It simplifies staff training

• It influences customer satisfaction and loyalty

• It eliminates the need for marketing

Which of the following best describes a "good" in the hospitality context?

• A friendly greeting from staff

• A souvenir from a gift shop

• A room cleaning service

• A guided tour experience

A service product in tourism and hospitality is best defined as:

• Only tangible items sold to customers

• Only intangible services provided

• A combination of tangible and intangible elements

• Any product that generates revenue

In the context of quality dimensions, "performance" refers to:

• Employee evaluation scores

• Financial metrics

• Primary operating characteristics

• Marketing effectiveness

The "reliability" dimension of quality service means:

• Having the newest equipment

• Consistently delivering promised service

• Operating 24/7

• Having backup systems

What best exemplifies a "service" in tourism and hospitality?

• A hotel room key

• A restaurant menu

• A guided tour

• A welcome drink

The "conformance" dimension of quality refers to:

• Customer complaints

• Meeting established standards

• Price matching

• Employee uniforms

A "service product" in a restaurant setting would be:

• Only the food served

• Only the waiter's service

• The complete dining experience

• The restaurant's location

Which scenario best demonstrates quality service in hospitality?

• Expensive room rates

• Prompt and courteous service

• Luxury decorations only

• Multiple restaurant options