Question 1

One study described in the article examined a guests' affective state in relation to his or her satisfaction judgments. Which of the following was found as a result of the study?

Accepted Answer

A)  Luxury hotel guests desire to feel "sophisticated" 
B)  Midscale lodging guests like to feel "welcome" 
C)  Economy hotel guests want a feeling of "comfort" 
D)  All of the above 
E)  Only a and b 
A)  Luxury hotel guests desire to feel "sophisticated" 
B)  Midscale lodging guests like to feel "welcome" 
C)  Economy hotel guests want a feeling of "comfort" 
D)  All of the above 
E)  Only a and b

Question 2

According to the findings, a luxury-hotel companies' web site quoted the highest rate in over one-third of the time?

Accepted Answer

A) True 
 B)False

Question 3

Research confirms that customer emotions play an integral role in driving customer satisfaction and loyalty?

Accepted Answer

A) True 
 B)False

Question 4

According to Jupiter Media Metrix, on-line travel sales in the year 2007 will reach _________ billion dollars?

Accepted Answer

A)  50 
B)  25 
C)  85 
D)  64 
E)  18 
A)  50 
B)  25 
C)  85 
D)  64 
E)  18

Question 5

According to the findings, the most commonly used source to book hotel reservations is trough the hotels central reservation system?

Accepted Answer

A) True 
 B)False

Question 6

Facial recognition is enhanced considerably by remembering internal facial features as opposed to external features?

Accepted Answer

A) True 
 B)False

Question 7

The results of the study indicated that operating a full-service spa facility creates a __________ difference in revenues for "the spa resort".

Accepted Answer

A)  $2.5 million 
B)  $3.5 million 
C)  $10 million 
D)  $2.5 billion 
E)  $3.5 billion 
A)  $2.5 million 
B)  $3.5 million 
C)  $10 million 
D)  $2.5 billion 
E)  $3.5 billion

Question 8

Which of the following was not listed as one of the fastest growing therapies in 1997?

Accepted Answer

A)  Sauna 
B)  Herbal medicines 
C)  Messages 
D)  Folk remedies. 
E)  Megavitamins 
A)  Sauna 
B)  Herbal medicines 
C)  Messages 
D)  Folk remedies. 
E)  Megavitamins

Question 9

There are three stages to remembering a name. The second stage is:

Accepted Answer

A)  The face must be recognized as being familiar 
B)  Information about why the face is familiar must be recovered from memory 
C)  The name of the person matching the face must be retrieved 
D)  None of the above 
A)  The face must be recognized as being familiar 
B)  Information about why the face is familiar must be recovered from memory 
C)  The name of the person matching the face must be retrieved 
D)  None of the above

Question 10

There is a weak correlation between high employee turnover and customer service training?

Accepted Answer

A) True 
 B)False

Question 11

Resort spas account for an impressive ___ percent of the total spa industry revenue of $11.2 billion.

Accepted Answer

A)  10 
B)  20 
C)  30 
D)  41 
E)  62 
A)  10 
B)  20 
C)  30 
D)  41 
E)  62

Question 12

23% of spa visits and 29% of spa goers in 2003 were men?

Accepted Answer

A) True 
 B)False

Question 13

According to the author, a developer of a hotel is an entrepreneur and risk taker?

Accepted Answer

A) True 
 B)False

Question 14

According to the article, which of the following was stated as a positive implication for presenting a variety of hotel room rates to consumers via internet channels?

Accepted Answer

A)  Customers are able to make a more rational decision when determining which hotel they prefer to visit. 
B)  Consumers use the range in prices to analyze the effectiveness of the hotel company, resulting in higher quality customer perception. 
C)  It allows the guest more flexibility in his/her decision-making process. 
D)  The more rates listed equals more information the consumer is able to use in making his/her purchasing decision. 
E)  It allows the customer to match his or her needs with the products being sold. 
A)  Customers are able to make a more rational decision when determining which hotel they prefer to visit. 
B)  Consumers use the range in prices to analyze the effectiveness of the hotel company, resulting in higher quality customer perception. 
C)  It allows the guest more flexibility in his/her decision-making process. 
D)  The more rates listed equals more information the consumer is able to use in making his/her purchasing decision. 
E)  It allows the customer to match his or her needs with the products being sold.

Question 15

The classification, signage and identification, includes items that are required by the incoming brand's standards, but do not currently meet the new standards?

Accepted Answer

A) True 
 B)False

Question 16

Name recall is more critical and challenging than face recognition?

Accepted Answer

A) True 
 B)False

Question 17

According to the ISPA 2004 survey, _________ spas are the fastest growing spa segment with respect to number of locations.

Accepted Answer

A)  Destination 
B)  Resort 
C)  Medical 
D)  Club 
E)  Day 
A)  Destination 
B)  Resort 
C)  Medical 
D)  Club 
E)  Day

Question 18

A consumer reserving a room from a luxury-hotel company will find the cheapest rate on the hotel company's website less than 10% of the time?

Accepted Answer

A) True 
 B)False

Question 19

The two major challenges of converting a hotel are:

Accepted Answer

A)  The contract and negotiation process 
B)  The transition and the contract 
C)  The timing of the physical change-out and satisfying customers under the new name 
D)  The human resource issues and the timing of the physical change-out 
E)  The contract and the human resource issues 
A)  The contract and negotiation process 
B)  The transition and the contract 
C)  The timing of the physical change-out and satisfying customers under the new name 
D)  The human resource issues and the timing of the physical change-out 
E)  The contract and the human resource issues

Question 20

The findings indicated that hotels at the low end of the market are more likely to be consistent in their pricing structure across all channels used?

Accepted Answer

A) True 
 B)False

One study described in the article examined a guests' affective state in relation to his or her satisfaction judgments. Which of the following was found as a result of the study?

According to the findings, a luxury-hotel companies' web site quoted the highest rate in over one-third of the time?

Research confirms that customer emotions play an integral role in driving customer satisfaction and loyalty?

According to Jupiter Media Metrix, on-line travel sales in the year 2007 will reach _________ billion dollars?

According to the findings, the most commonly used source to book hotel reservations is trough the hotels central reservation system?

Facial recognition is enhanced considerably by remembering internal facial features as opposed to external features?

The results of the study indicated that operating a full-service spa facility creates a __________ difference in revenues for "the spa resort".

Which of the following was not listed as one of the fastest growing therapies in 1997?

There are three stages to remembering a name. The second stage is:

There is a weak correlation between high employee turnover and customer service training?

Resort spas account for an impressive ___ percent of the total spa industry revenue of $11.2 billion.

23% of spa visits and 29% of spa goers in 2003 were men?

According to the author, a developer of a hotel is an entrepreneur and risk taker?

According to the article, which of the following was stated as a positive implication for presenting a variety of hotel room rates to consumers via internet channels?

The classification, signage and identification, includes items that are required by the incoming brand's standards, but do not currently meet the new standards?

Name recall is more critical and challenging than face recognition?

According to the ISPA 2004 survey, _________ spas are the fastest growing spa segment with respect to number of locations.

A consumer reserving a room from a luxury-hotel company will find the cheapest rate on the hotel company's website less than 10% of the time?

The two major challenges of converting a hotel are:

The findings indicated that hotels at the low end of the market are more likely to be consistent in their pricing structure across all channels used?

Organization

General Managers: a View at the Top

Operations: Rooms

Operations: Housekeeping, Engineering and Security

Food and Beverage Division

Marketing and Associated Activities

Financial Control and Information Management

Human Resources Policy Management

Filters

Exam 1: Overview

One study described in the article examined a guests' affective state in relation to his or her satisfaction judgments. Which of the following was found as a result of the study?

According to the findings, a luxury-hotel companies' web site quoted the highest rate in over one-third of the time?

Research confirms that customer emotions play an integral role in driving customer satisfaction and loyalty?

According to Jupiter Media Metrix, on-line travel sales in the year 2007 will reach _________ billion dollars?

According to the findings, the most commonly used source to book hotel reservations is trough the hotels central reservation system?

Facial recognition is enhanced considerably by remembering internal facial features as opposed to external features?

The results of the study indicated that operating a full-service spa facility creates a __________ difference in revenues for "the spa resort".

Which of the following was not listed as one of the fastest growing therapies in 1997?

There are three stages to remembering a name. The second stage is:

There is a weak correlation between high employee turnover and customer service training?

Resort spas account for an impressive ___ percent of the total spa industry revenue of $11.2 billion.

23% of spa visits and 29% of spa goers in 2003 were men?

According to the author, a developer of a hotel is an entrepreneur and risk taker?

According to the article, which of the following was stated as a positive implication for presenting a variety of hotel room rates to consumers via internet channels?

The classification, signage and identification, includes items that are required by the incoming brand's standards, but do not currently meet the new standards?

Name recall is more critical and challenging than face recognition?

According to the ISPA 2004 survey, _________ spas are the fastest growing spa segment with respect to number of locations.

A consumer reserving a room from a luxury-hotel company will find the cheapest rate on the hotel company's website less than 10% of the time?

The two major challenges of converting a hotel are:

The findings indicated that hotels at the low end of the market are more likely to be consistent in their pricing structure across all channels used?

Organization

General Managers: a View at the Top

Operations: Rooms

Operations: Housekeeping, Engineering and Security

Food and Beverage Division

Marketing and Associated Activities

Financial Control and Information Management

Human Resources Policy Management

Filters