Question

1. KSAs stand for a. Keeping Service Alert b. Key Strategic Activities c. Knowing Service Actions d)Knowledge, Skills, and Abilities 2. Service can be rendered to people a. Directly by person-to-person service encounters b. Directly by person-to-property service encounters c. indirectly by high-tech service devices d. All of the above 3. The service product is a. The entire bundle of tangibles and intangibles provided by the service organization Only the tangible part of the service experience c. Only the intangible part of the service experience d. The same thing as the service experience 4. The characteristics of services include all the following EXCEPT: a. They are partly or wholly intangible b. They are consumed at the moment of production or delivery c. They require interaction between the service provider and the consumer d. They meet the expectations of the typical first-time guest 5. The quality of the guest-service experience is defined as a. The difference between what the guest expected and what the guest actually got b. Whatever the quality control department says is quality c. An objectively determined value that can be calculated by formula d. The counterpart to cost

Answer 1

Answering the first four questions as per Chegg policy

Answer 1: Option D

Explanation: KSA standards for knowledge, skills, and abilities.

Answer 2: Option D

Explanation: All the give options are true regarding the service delivery modes.

Answer 3: Option A

Explanation: The service product is the entire bundle of tangibles and intangibles provided by the service organization.

Answer 4: Option D

Explanation: Service does not always meet the expectations of a typical first-time guest.