Content Preview

TRAVEL TOURISM CH 3 -4 EXAM 2025 QUESTIONS AND ANSWERS quality is both objective and subjective in nature - ....ANSWER ...-true higher quality have been found to yield 3 benefits - ....ANSWER ...-commands higher prices, increases market share, generates truly brand loyal customers every interaction between a service employee and a customer is a - ....ANSWER ...- service encounter physical aspects that customer sees and interacts with - ....ANSWER ...-tangibles ability of personnel to perform service accurately and consistently ....ANSWER ...-reliability employees willingness to help and provide prompt service - ....ANSWER ...- responsiveness sense of trustworthiness employees inspire - ....ANSWER ...-assurance warm, fuzzy heartfelt hospitality employee shows customer individual treatment ....ANSWER ...-empathy turn a frown upside down - ....ANSWER ...-service recovery goal of service providers: - ....ANSWER ...-reaching, serving, satisfying …FOR STUDENTS ONLY…©️2025 ALL RIGHTS RESERVED… 1