Different from the motel perceptions of those expectations

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Reference no: EM132153702

1. Marsha’s expectations of the amenities offered by the hotel were very different from the Motel’s perceptions of those expectations, creating a knowledge gap. What should the Motel do to bridge this gap?

a. Offer her a discount on her next stay

b. Change customers’ expectations

c. Carry out customer and marketing research

d. Train employees to provide better service

5. Marsha was very disappointed when she checked in at 3 pm to find that the room had not yet been cleaned. The hotel has asked its staff to clean rooms between 8am and 5 pm, and the staff had not gotten to her room yet. What kind of a gap has occurred here?

a. Knowledge

b. Communication

c. Research

d. Standards

6. Service quality can be evaluated using five key dimension. Which of the following refers to “the caring, individualized attention provide to customers,” which was completely lacking in the attitude of the front-desk hotel employee?

a. Reliability

b. Responsiveness

c. Assurance

d. Empathy

e. Tangibles

7. The motel facilities were old and not very clean. Which service quality dimension is this an example of?

a. Reliability

b. Responsiveness

c. Assurance

d. Empathy

e. Tangibles

8. This tool, which helps the Ritz-Carlton (a luxury hotel similar to the Broadmoor that we did a case study on in Discussion) is known as the Zone of Tolerance concept. Its purpose is to:

a. Measure financial performance of a service

b. Understand consumer behavior in a service context

c. Understand employee behavior in a service context

d. Evaluate employee performance in a service context

e. Evaluate the quality of its service relative to that of competitors

Reference no: EM132153702

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