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Questions 1 In the context of tourism purchase decisions, which of the following is an example of a physical risk?
2 When considering the 5Ws of technology's influence on consumers, which of the following is NOT typically part of this framework?
3 What term describes what a company strives to do consistently every time so that customers receive uniform action, effort, and execution?
4 Under the SMART criteria for service standards, which of the following describes the 'Realistic' criterion?
5 According to Bell and Zemke (2007), which of the following are types of skills customer-contact employees should possess?
6 Which method involves sending teams of employees and supervisors to evaluate points of contact from the customer's perspective?
7 Which areas are considered critical when assembling a plan for service improvement?
8 An organization's service niche is determined by which two factors?
9 What is the primary problem with 'smile training' according to Albrecht and Zemke?
10 In the context of rewarding excellent service, why is it important for a reward scheme to be flexible? 