Question 1

By involving employees in setting service standards, some believe standards will be:

Accepted Answer

A)  set too high. 
B)  unrealistic. 
C)  hard to maintain. 
D)  set higher than if management had set them. 
E)  set lower than if management had set them. 
A)  set too high. 
B)  unrealistic. 
C)  hard to maintain. 
D)  set higher than if management had set them. 
E)  set lower than if management had set them.

Question 2

A gap in delivering service occurs when management's perception of what customers expect is different from the customer's expectations.

Accepted Answer

A) True 
 B)False

Question 3

The_____________ dimension of service consists of getting the products and services to the customer.

Accepted Answer

The answer of The_____________ dimension of service consists of getting...

Question 4

The procedural dimension of service consists of attitude, body language, and attentiveness.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following describe the most typical service problems?

Accepted Answer

A)  Lack of speed 
B)  Inattentive staff 
C)  Ability to answer questions about the menu 
D)  Both A and B 
E)  None of the above 
A)  Lack of speed 
B)  Inattentive staff 
C)  Ability to answer questions about the menu 
D)  Both A and B 
E)  None of the above

Question 6

In detail, describe ways to ensure employee performance.

Accepted Answer

The following should be included:
a. Tec

Question 7

Tangibles are the:

Accepted Answer

A)  knowledge and courtesy of employees to convey trust and confidence. 
B)  ability to perform the promised service dependably and accurately. 
C)  willingness to help customers and provide prompt service. 
D)  caring and individualized attention provided customers. 
E)  appearance of the physical facilities, equipment, personnel, and communication materials. 
A)  knowledge and courtesy of employees to convey trust and confidence. 
B)  ability to perform the promised service dependably and accurately. 
C)  willingness to help customers and provide prompt service. 
D)  caring and individualized attention provided customers. 
E)  appearance of the physical facilities, equipment, personnel, and communication materials.

Question 8

Difficult interactions are caused when_____________ are_____________ than can be delivered by the service system.

Accepted Answer

customer e

Question 9

The most common method to gain customer feedback is:

Accepted Answer

A)  management asks the customer questions. 
B)  surveys. 
C)  comment cards. 
D)  mystery shoppers. 
E)  all of the above. 
A)  management asks the customer questions. 
B)  surveys. 
C)  comment cards. 
D)  mystery shoppers. 
E)  all of the above.

Question 10

A study of airline, hotel, and restaurant interactions indicated which of the following problem areas?

Accepted Answer

A)  Performance of the employee did not match the potential of the system. 
B)  Server expectations are greater than can be met. 
C)  Performance of the operation did not match the potential of the system. 
D)  Customer expectations are less than can be met. 
E)  All are problem areas except B. 
A)  Performance of the employee did not match the potential of the system. 
B)  Server expectations are greater than can be met. 
C)  Performance of the operation did not match the potential of the system. 
D)  Customer expectations are less than can be met. 
E)  All are problem areas except B.

Question 11

What are the five dimensions of service? Give an example of how to achieve each.

Accepted Answer

The five dimensions of service are:
a. T

Question 12

What are the duties and responsibilities of the server?

Accepted Answer

Representing the operation to

Question 13

In making the service encounter unique, it is up to the guest to match the level of service expected to the service delivered.

Accepted Answer

A) True 
 B)False

Question 14

What are four ways to determine customer satisfaction and assess service problems?

Accepted Answer

Comment cards, sales

Question 15

Management sets quality service goals by considering the five dimensions of service.

Accepted Answer

A) True 
 B)False

Question 16

Ambiguity is a result of employees getting too much information and/or training.

Accepted Answer

A) True 
 B)False

Question 17

The five dimensions of service are_____________ ,_____________ ,_____________ ,_____________, and _____________.

Accepted Answer

tangibles, reliabili

Question 18

____________,____________ , and ____________are ways to identify problems in service.

Accepted Answer

Mystery sh

By involving employees in setting service standards, some believe standards will be:

A gap in delivering service occurs when management's perception of what customers expect is different from the customer's expectations.

The_____________ dimension of service consists of getting the products and services to the customer.

The procedural dimension of service consists of attitude, body language, and attentiveness.

Which of the following describe the most typical service problems?

In detail, describe ways to ensure employee performance.

Tangibles are the:

Difficult interactions are caused when_ are_ than can be delivered by the service system.

The most common method to gain customer feedback is:

A study of airline, hotel, and restaurant interactions indicated which of the following problem areas?

What are the five dimensions of service? Give an example of how to achieve each.

What are the duties and responsibilities of the server?

In making the service encounter unique, it is up to the guest to match the level of service expected to the service delivered.

What are four ways to determine customer satisfaction and assess service problems?

Management sets quality service goals by considering the five dimensions of service.

Ambiguity is a result of employees getting too much information and/or training.

The five dimensions of service are_______ ,_ ,_ ,_, and _______.

, , and are ways to identify problems in service.

Introduction

Understanding the Customer

Developing a Marketing Plan

Promoting the Operation

Pricing and Designing the Menu

The Physical Facility

Food and Beverage: From Supplier to Customer

Kitchen Equipment and Interiors: Selection, Maintenance and Energy Management

Sanitation and Food Safety

Controlling Costs

Employee Selection

Training and Development

Motivating the Employee

Restaurant Manager 2010

Filters

Exam 6: Delivering Quality Service

By involving employees in setting service standards, some believe standards will be:

A gap in delivering service occurs when management's perception of what customers expect is different from the customer's expectations.

The_____________ dimension of service consists of getting the products and services to the customer.

The procedural dimension of service consists of attitude, body language, and attentiveness.

Which of the following describe the most typical service problems?

In detail, describe ways to ensure employee performance.

Tangibles are the:

Difficult interactions are caused when_____________ are_____________ than can be delivered by the service system.

The most common method to gain customer feedback is:

A study of airline, hotel, and restaurant interactions indicated which of the following problem areas?

What are the five dimensions of service? Give an example of how to achieve each.

What are the duties and responsibilities of the server?

In making the service encounter unique, it is up to the guest to match the level of service expected to the service delivered.

What are four ways to determine customer satisfaction and assess service problems?

Management sets quality service goals by considering the five dimensions of service.

Ambiguity is a result of employees getting too much information and/or training.

The five dimensions of service are_____________ ,_____________ ,_____________ ,_____________, and _____________.

____________,____________ , and ____________are ways to identify problems in service.

Introduction

Understanding the Customer

Developing a Marketing Plan

Promoting the Operation

Pricing and Designing the Menu

The Physical Facility

Food and Beverage: From Supplier to Customer

Kitchen Equipment and Interiors: Selection, Maintenance and Energy Management

Sanitation and Food Safety

Controlling Costs

Employee Selection

Training and Development

Motivating the Employee

Restaurant Manager 2010

Filters

Difficult interactions are caused when_ are_ than can be delivered by the service system.

The five dimensions of service are_______ ,_ ,_ ,_, and _______.

, , and are ways to identify problems in service.