BACHELOR OF SCIENCE IN TOURISM

Finals Examination AY 2021-2022

TOURISM & HOSPITALITY QUALITY SERVICE MANAGEMENT
BSTM2

I. FILL IN THE BLANK:

1. __________________________ is the consistent delivery of products and guest services
according to the expected standards.
2. __________________________is the simplest and most important tool in ensuring
guest satisfaction.
3. __________________________ is a dimension of service where the quality and level of
service is consistent.
4. __________________________ is closely linked to the concept of continuous
improvement, it does not take the form of capital-in the sense of an asset, but involves
work to make something evolve.
5. __________________________ is a process of comparing and measuring an
organization’s business processes against best-in-class operations to inspire
improvement in the organization’s performance.
6. __________________________is as important as communicating verbally, as it can also
reinforce what is being said verbally.
7. __________________________ is a dimension of service where the organization’s
physical facilities, equipment, and appearance of staff are shown.
8. __________________________is considered to be one of the most significant quality
awards in the hotel industry.
9. __________________________ is the only way a receiver can hear the message that the
transmitter is sending, that could give subtle hints and signals a guest gives out during
communication.
10. __________________________is a people-focused management system that aims at
continual increase of customer satisfaction at a continually lower real cost.
11. __________________________ is a dimension of service where the degree of caring or
individualized attention that the organization’s staff provide to its customers.
12. __________________________ is a dimension of service where there is willingness to
help customers and provide prompt service.
13. __________________________is when the organization is able to permanently monitor
the internal routine quality service and thus, compares customer perceptions of quality
against customer expectations.
14. __________________________is an affiliate quality inspection company providing
assessment programs to improve the levels of operating performance of organizations
in various industries.
15. __________________________attempts to understand what is happening In the
various ‘moments of truth’ and the results are collected from small samples investigated
in depth over time.

Prepared by:

. LOURDES FLORENCE A. AUREUS

Tourism Instructor
 BACHELOR OF SCIENCE IN TOURISM
Finals Examination AY 2021-2022
TOURISM & HOSPITALITY QUALITY SERVICE MANAGEMENT
BSTM2

16. __________________________is a cycle that focus forces tourism businesses to look at

the customer relationship on a long term, rather than at single transactions only.
17. __________________________ is a dimension of service wherein knowledge and
courtesy of staff and their ability to convey trust and confidence where shown.
18. __________________________occurs when a customer service professional takes
action that results in the customer being satisfied after a service failure has occurred.
19. __________________________are tools used by businesses to select customers and
maintain relationships with them to increase their lifetime value to the business.
20. __________________________as defined by Kim, is a set of activities, behaviors, and
beliefs that place high priority on customers’ interests and continuously create superior
customer value.

II. ENUMERATION:
1. Give the Components of Quality in the Hospitality Industry.
2. Give the Advantages of the Regular and Systematic Analysis of the Evaluation Results.
3. Give other tools to monitor quality of products or services and to achieve continuous
improvement in the tourism industry.
4. Give the Main Categories of Quality Costs.
5. What are the 5 Gap Models or the five dimensions of service?

III. QUESTIONNAIRES: (Self-Explanatory)

1. What are the touch points to be able to maintain strong relationships with customers
and to increase the likelihood of positive word of mouth sharing?
2. Explain the CRM strategies on Rewarding Customer Loyalty.
3. What are the customer’s expectations with regards to resolutions to their problems or
service failures?
4. How will you maintain the quality service in your workplace?
5. How can an organization support the Tourism and Hospitality industry?

Prepared by:

. LOURDES FLORENCE A. AUREUS

Tourism Instructor