Service management principles for hospitality and tourism 3 rd edition Chapter 4 review questions

1 Thinking from the managerial perspective, explain why it is important to get a regular 'pulse' of cus- tomer moods, trends, and interests.

2 Why is the customer centricity concept vital for tourism and hospitality businesses? How was this concept transformed in practice at Walt Disney?

3 What are the five categories of customers presented in the chapter? Briefly describe each of them.

4 List two examples of tourism destination-related study questions, one that would be best explored through quantitative study, and one that would be best explored through qualitative study.

5 Briefly describe any three techniques for gathering customer information, as presented in this chapter.

6 Briefly explain the concept of internal marketing.

7 Explain how internal customer service can affect the quality of external customer service. Give exam- ples of how a hotel manager might serve his or her internal customers.

8 Explain the challenges customer-to-customer communication creates for businesses. And what are the potential ways to address those?

9 Explain the idea of employees being customers' 'advocates. Think of the possible benefits for the cus- tomers and for the organization itself,