HMGT 331 Exam 3 Bowles ACTUAL UPDATED QUESTIONS AND CORRECT
ANSWERS
, Four Components of Tourism -Natural Resources
-Built Environment
-Operating Sectors
-Spirit of Hospitality & Cultural Resources
What does a build environment include? -Infrastructure
-Superstructures
What are the Operating Sectors -Accommodations
-Transportation Providers
-Food Service Providers
-Tour Providers
Guestology Study of guests and their behavior-their wants, needs, expectations, with the aim
of aligning the organizations strategy, staff, and systems so as to provide
outstanding service to guest.
Service Product Entire bundle of tangibles and intangibles provided by a hospitality organization
to guests during a service experience.
Service Setting Physical location and its characteristics within which the organization provides
service to guests.
Service Delivery Process through which the service product is provided to the customer.
Customer Expectations Characteristics that guests hope and assume will be associated with a service
experience which drive their evaluation of the quality and value of the service
expectations.
Intangible Consumed at the moment or during period of production or delivery.
Both the guest and the organization define service True
differently.
True or False
Service Quality/Value is decided by who? Guest NOT Organization
Task Analysis Procedure used in matching supply with demand.
Steps for Task Analysis -Identification of present demand
-Quantitative and qualitative inventory of existing supply
-Adequacy of present supply with present demand
- Examination of present markets and socioeconomic trends
-Forecast of tourism demand
-Matching supply with anticipated demand
Demand schedule of the amount of any product or service that people are willing and able
to buy at each specific price in a set of possible prices during some specified
period of time.
ANSWERS
, Four Components of Tourism -Natural Resources
-Built Environment
-Operating Sectors
-Spirit of Hospitality & Cultural Resources
What does a build environment include? -Infrastructure
-Superstructures
What are the Operating Sectors -Accommodations
-Transportation Providers
-Food Service Providers
-Tour Providers
Guestology Study of guests and their behavior-their wants, needs, expectations, with the aim
of aligning the organizations strategy, staff, and systems so as to provide
outstanding service to guest.
Service Product Entire bundle of tangibles and intangibles provided by a hospitality organization
to guests during a service experience.
Service Setting Physical location and its characteristics within which the organization provides
service to guests.
Service Delivery Process through which the service product is provided to the customer.
Customer Expectations Characteristics that guests hope and assume will be associated with a service
experience which drive their evaluation of the quality and value of the service
expectations.
Intangible Consumed at the moment or during period of production or delivery.
Both the guest and the organization define service True
differently.
True or False
Service Quality/Value is decided by who? Guest NOT Organization
Task Analysis Procedure used in matching supply with demand.
Steps for Task Analysis -Identification of present demand
-Quantitative and qualitative inventory of existing supply
-Adequacy of present supply with present demand
- Examination of present markets and socioeconomic trends
-Forecast of tourism demand
-Matching supply with anticipated demand
Demand schedule of the amount of any product or service that people are willing and able
to buy at each specific price in a set of possible prices during some specified
period of time.
