16. Researchers have found thua comnon negetive enors in delivering service ocout due to three major reasons which are a. Failure in the cone service, ywillingpess to accommodate customert's special b. Actual service greater than expected, umwillingsess to accommodate customers e.Failure in the core service, nwillingiess to accommodate customer's special d. Failure in the core service, low sense of trustworthiness and unsolicited tourism need or request and unsolicited sourism employee actions special need or request and unsolicited sourism employee uctions need or request and low quality gods employee actions 17, Which of the following is the three most important steps that service managers can do to ensure high-quality service a. Learn and understand customer wants, emphasize team goals, select and train the b. Learn and understand customer wants, emphasize team gpals, use only high c. Learn and understand customer wands, emphasize team members individual grvals, d. Ensure quality is engineered into the goods, emphasize team gpals, select and right people quality goods select and train the right people train the rigt pople 18. When a customer experiences a service mistake or service failure, and when the customer's expectations developed by word-of mouth or marketing communications, are not met, the customer's" becomes broken. a. Service continuum b. Service script e Service recovery d. Service guiding principle e. train the right people 19. Which of the following was the first tourism intermediary who packaged tourism services Marco Polo b Charles Branson c. Thomas Cook d Christopher Columbus 20. One of the most popular online travel ageney is Priceline who practices the "opague" model of purchasing which refers to which of the following a. Keeps the price of the purchase hidden until confirmed by the customer b. Keeps the supplier hidden from the customer until the price is confirmed c. Uses the corporate ageney model for employee travel only and show no price d. Shows both the service supplier and the price when booked online 21. When moving from a two level distribution to a three level distribution channel for tourism services the main intermediary added is the a. Travel agent b. Tour operator e. Global distribution agent d. Receptive service operaton 22. This is a special group of wholesalers who buy excess inventory or unsold tickets and then resell them at discounted prices through travel agents or directly to travelers b. FIT's e. RSOs d. Corporate Travel Agencies 16. Researchers have found thua comnon negetive enors in delivering service ocout due to three major reasons which are a. Failure in the cone service, ywillingpess to accommodate customert's special b. Actual service greater than expected, umwillingsess to accommodate customers e.Failure in the core service, nwillingiess to accommodate customer's special d. Failure in the core service, low sense of trustworthiness and unsolicited tourism need or request and unsolicited sourism employee actions special need or request and unsolicited sourism employee uctions need or request and low quality gods employee actions 17, Which of the following is the three most important steps that service managers can do to ensure high-quality service a. Learn and understand customer wants, emphasize team goals, select and train the b. Learn and understand customer wants, emphasize team gpals, use only high c. Learn and understand customer wands, emphasize team members individual grvals, d. Ensure quality is engineered into the goods, emphasize team gpals, select and right people quality goods select and train the right people train the rigt pople 18. When a customer experiences a service mistake or service failure, and when the customer's expectations developed by word-of mouth or marketing communications, are not met, the customer's" becomes broken. a. Service continuum b. Service script e Service recovery d. Service guiding principle e. train the right people 19. Which of the following was the first tourism intermediary who packaged tourism services Marco Polo b Charles Branson c. Thomas Cook d Christopher Columbus 20. One of the most popular online travel ageney is Priceline who practices the "opague" model of purchasing which refers to which of the following a. Keeps the price of the purchase hidden until confirmed by the customer b. Keeps the supplier hidden from the customer until the price is confirmed c. Uses the corporate ageney model for employee travel only and show no price d. Shows both the service supplier and the price when booked online 21. When moving from a two level distribution to a three level distribution channel for tourism services the main intermediary added is the a. Travel agent b. Tour operator e. Global distribution agent d. Receptive service operaton 22. This is a special group of wholesalers who buy excess inventory or unsold tickets and then resell them at discounted prices through travel agents or directly to travelers b. FIT's e. RSOs d. Corporate Travel Agencies
