hospitality and tourism

q1 ) A manufacturer's quality goal might be zero defects, but the service provider's goal is zero _________ Select one: A. customer defection B. employee defection C. service mistakes D. management mistakes

q2) Service firms are under great pressure to increase service productivity ..by __________ Select one: A. All of the above B. increase the quantity of their service by giving up some quality C. "industrialize the service" by adding equipment and standardizing production D. train current employees better or hire new ones who will work harder or more skillfully

q3)The better way to manage organizations is through _____________ Select one: A. more departmental competitions B. crete deparmental silos C. high quality employees D. cros functional teams

q4)To the extent that customers view the services of different providers as similar, they care less about the provider than the ________ Select one: A. image B. location C. price D. quality

q5)Many hotel owners are actually __________and do not wish to manage a property actively Select one: A. In- experienced B. investors C. Incompetent D. employees