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MIDTERM EXAMINATION IN TOURISM SERVICE QUALITY MANAGEMENT
Quiz by Kaileen Ricasa
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Durability is a dimension of product quality.
Conformance is a dimension of service quality.
It answer the question "Will the product do the intended job?" and consists of the primary operating characteristics of a product.
It is how long a customer will use the product up to the point where it breakdowns and cannot use it anymore
Serviceability answers the question How easy is it to repair the product?.
Which of the following is NOT satisfiable by Aesthetics?
It is the equivalent of the physical characteristics of quality of goods.
It refers to the caring attention given by the employees to the customers during service.
It is the willingness to help customers and provide prompt service.
Which of the following is NOT an organization under the hospitality industry?
Who among the following defines the quality of a service and product of an establishment?
 It refers to the act of a customer where they compare their expectations to the organization’s performance.
In making a product, if a product has a defect, the inspector can send the defective product back to rework so that the customer never sees it.
It is the result of guestology.
Which of the following is TRUE?
Which of the following is the service that can be provided directly to the customer?
Which of the following is the service that can be provided for the customer?
Which of the following is the service that can be provided by a person?
Which of the following is the service that can be provided via technology?
What does VIP means in the hospitality industry?
Values and Feelings of a guest are included in:
Knowledge and skills of a guest are included in:
Gender and residences of a guest are included in:
It is the sum total of the experiences has with the service provider on a given occasion or set of occasions.
Which of the following is TRUE?
Which of the following best described Service Setting?
These are the primary elements of TQM.
Ethics, Integrity, and Trust is under this primary element
Communication is under this primary element.
Teamwork is under this primary element.
Which of the following describes Upward communication?
Which of the following describes lateral communication?
It is the final primary element of TQM.
It is a combination of methods, materials, manpower and machines that work collectively to produce a product or service.
People make quality
TQM doesn’t help an establishment for better reviews from customer.
Which of the following is true?