4.01-4.03/Chapter 3 Test

First and foremost, which needs are guests motivated to meet?

• Esteem and love
• Love and belonging
• Self-actualization and esteem
• Physiological and safety

What does Maslow’s Hierarchy of Needs explain?

• The need for respect and love
• The needs and motivations of people
• The desire for people to be accepted
• The foundation of one’s desire to be loved

Which is an example of meeting a physiological need?

• Love
• Acceptance
• Shelter
• Education

A college student is given four tickets to a sold-out concert. Which need is the student fulfilling?

• Safety
• Esteem
• Physiological
• Self-actualization

Which is an example of secondary research?

• Interview
• Focus group
• Survey
• Published report

A restaurant owner who works 12 hours every day of the week wants to have more time for friends and family. Which need is he exhibiting?

• Safety
• Love and belonging
• Esteem
• Self-actualization

Jen’s Coffee Shop is conducting a series of focus groups with local residents to determine possibilities for future expansion. They are also doing one-on-one interviews with local business owners. These are examples of

• moments of truth.
• primary research.
• secondary research.
• service recovery.

Self-awareness, self-regulation, social skills, empathy, and motivation are components of

• emotional intelligence.
• the hierarchy of needs.
• secondary research.
• self-actualization.

The component of emotional intelligence that considers the feelings of others is

• self-awareness.
• empathy.
• motivation.
• self-regulation.

A husband is attempting to make a reservation at Lucerne’s Trattoria for his anniversary. The hostess keeps putting him on hold and when he finally makes the reservation, she cuts him off before he can request that a bottle of champagne be at the table when he and his wife arrive. He is unhappy before the evening even starts. A problem has developed during which stage of the guest experience cycle?

• Departure
• Arrival
• Pre-arrival
• Occupancy