3.1
What are the psychological needs for the humans ?
Includes things such as food, water, clothing, and shelter.
What happens during the pre-arrival stage ?
When a guest makes reservations, plans, decisions etc.
What is an external customer?
Someone who pays for services and is not directly connected to operation.
What is the last name of Drake from the popular television show "Drake & Josh"?
Where is the slogan "Eat fresh" from?
Subway
What is primary research?
Research conducted by the researcher directly, such as through focus groups, surveys, and interviews
What is a seamless experience?
When a guest gets an experience with little to no problems.
What is an internal customer?
Any member or group within an organization who relies on assistance from another to fulfill his or her job duties.
What is the "American Anthem"?
The Star Spangled Banner
Where is the slogan "Eat mor chickin"
Chick fil a
What are the sections of Maslow's hierarchy of needs?
Self-actualization, Esteem, Love and belonging, Safety, physiological.
What happens during post-departure
Encouraging reviews
What is empowerment?
The ability for a front-line employee to make decisions on behalf of the guest, with support from the management.
How many strikes AND fouls do you get in baseball?
3 strikes and 4 fouls
Where is the slogan "Think outside the bun" from?
Taco bell
What does emotional intelligence consist of?
Empathy, self-awareness, social skills, self-regulation, motivation.
What is moments of truth?
Interaction between a guest and the service provider that can leave a lasting positive or negative impression on a customer.
What are the examples of service recovery models?
HEARD, LEARN, GUEST
Home of the Whooper
Burger King
Where is the slogan "eatin' good in the neighborhood" from?
Applebee's
What is empathy?
The ability to consider the feelings of others
What are all the steps to the experience cycle?
Pre-arrival, arrival, occupancy, departure, post-departure.
What is the three-legged stool/the business of satisfication?
Profit, guest satisfication, employee satisfication
This family is known as the __________ Bunch.
Brady
Where is the slogan "I'm lovin it" from?
Mcdonalds