TOTAL QUALITY MANAGEMENT
What does TQM stand for?
Total Quality Management
What characteristic means tourism products cannot be seen, tasted, felt, or heard before purchasing?
Intangibility.
Question: What is the scientific study of people’s needs, expectations, and behaviors in the service industry?
Answer: Guestology.
Question: What are the points in a guest experience where a critical event occurs and the customer forms an opinion about the service provider?
Answer: Moments of Truth.
Question: What type of customer continues supporting an organization and is likely to recommend it to others?
Answer: Loyal Customer.
What is the main goal of Total Quality Management?
Long-term success through customer satisfaction.
What characteristic means a tourism service cannot be separated from the person or company providing it?
Inseparability.
Question: What is the first stage of the guest cycle?
Answer: Pre-Arrival.
Question: What are positive moments of truth also called?
Answer: Moments of Glory.
Question: What type of customer is willing to accept recommendations for products and services?
Answer: Impulse Customer.
Which TQM principle states that the internal and external customer drives quality?
Customer-focused.
Question: What characteristic means a service cannot be stored for sale at a future date?
Answer: Perishability.
Question: During which stage does a hotel guest register and receive their room assignment?
Answer: Arrival.
Question: What are negative moments of truth also called?
Answer: Moments of Pain.
Question: What strategic element refers to assigning costs and resources to actions needed to achieve objectives?
Answer: Setting in place the allotment of resources.
Which TQM principle encourages all employees to participate in achieving business goals and gives them a voice in improving work processes?
Total Employee Involvement and Empowerment.
Question: What characteristic means tourism services may vary depending on the company, time of purchase, or people involved?
Answer: Variability.
Question: During which stage does a guest stay in the hotel and have their requests and special needs addressed?
Answer: Occupancy.
Question: A guest searches social media and review websites before booking a hotel and forms a first impression. What moment of truth is this?
Answer: Zero Moment of Truth.
Question: What statements define why a company exists, how it plans to achieve its goals, and what it ultimately wants to achieve?
Answer: Vision and Mission Statements.
Which TQM principle involves using hard data to establish benchmarks, monitor performance, and make improvements?
The Scientific Approach.
Question: A tourist buys an airline ticket but does not own the airplane seat. What characteristic of tourism products does this demonstrate?
Answer: Absence of Ownership.
Question: What stage of the guest cycle includes checking out and leaving the hotel?
Answer: Departure.
Question: After staying at a hotel, a guest posts a review on social media about their experience. What moment of truth does this represent?
Answer: Ultimate/Last Moment of Truth.
Question: According to service expert Len Berry, name two characteristics of an excellent service strategy.
Answer: Quality and Value.
Other accepted answers: Commitment to service and genuine achievement.