Involving the guest the co-creation of value MCQs
Involving the guest the co-creation of value MCQs
Try to answer these 10+ Involving the guest the co-creation of value MCQs and check your understanding of the Involving the guest the co-creation of value subject.
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1: Co-creating guest involvement in creating the value and quality of the guest experience.
A. True
B. False
2: Co-production is the active production or helping to produce and deliver the guest experience by guests themselves .
A. True
B. False
3: A relatively recent concept involving the refusal to serve certain guests is known as ________ .
A. Social needs
B. SMART goals
C. Co-production
D. Fire the guest
4: Quasi-employees used to define the many different ways customers can help an organization be effective .
A. True
B. False
5: Co-Creating is best described as
A. The guest involvement in creating the value and quality of guest experience
B. The employee involvement in creating the value and quality of a guest experience
C. What the restaurant does to ensure quality and experience
D. What the manager’s involvement is in creating the value
6: A crucial implication for hospitality organizations is when
A. They involve employees in producing guest experience.
B. They always involve guests in co-producing directly.
C. They involve management in how they run the establishment.
D. They involve guests in co-producing the guest experience, indirectly and directly as observers or participants.
7: What employment term best describes “The many different ways customers can help an organization be effective”?
A. Cross-trained employees
B. An employee
C. A quasi-employee
D. A manager
8: Which is NOT one of Ben Schneider’s recommended three-stop strategies for managing quasi-employees?
A. The customer is always right no matter what.
B. Carefully and completely define the tasks in which you want guests to engage.
C. Make sure guests know exactly what you expect them to do and that they are physically able.
D. Once task performance is underway, evaluate the guest’s ability and willingness to perform well.
9: A restaurant decides to offer a lunch buffet instead of á la carte ordering. Which of the following is NOT a co-production benefit of the restaurant’s decision?
A. Increase in cost efficiency from being able to serve more customers without needing more waitstaff
B. Increase in guests’ perceived control since they can choose their favorite foods in their preferred quantities from the buffet
C. Increase in production efficiency from utilizing a kitchen that might otherwise be more idle
D. Increase in inventory efficiency from minimizing food waste
10: What principle is encouraged for customers to do for other guest experiences?
A. Not to involve themselves in other guests’ experiences
B. To directly and indirectly involve themselves in other guests’ experiences
C. To be mindful and careful other guests’ experiences
D. To enjoy other guests’ experiences
11: What hotel company introduced the towel origami promotion in 2017?
A. Hilton
B. Holiday Inn
C. Marriott
D. Hyatt
12: Which of the following is NOT an advantage of co-production for guests?
A. It can increase opportunity for service failure.
B. It can increase the perception of service quality.
C. It is an opportunity for self-service.
D. Self-service reduces the risk of surprises.
13: What must happen if a guest co-produces their experience?
A. The service delivery and presentation must be easy and safe.
B. The service delivery system and service environment must be user friendly.
C. The service environment must be calm.
D. The production and service environment must be easy to use.
14: ______ can serve in a quasi-managerial role.
A. Employees
B. Managers
C. Supervisors
D. Guests
15: By definition, what are some ways to add value when guests are co-producing their experience?
A. Reducing costs and quality
B. Reducing quality and increase quantity
C. Reducing costs and increase quality
D. Increasing costs and quality
16: What is considered the most obvious reason to incorporate the guest into the guest experience?
A. It saves money.
B. It’s easy to do.
C. It helps with guest satisfaction.
D. It helps with employee satisfaction.
17: Which of the following is mostly known for co-production?
A. Olive Garden
B. A serve yourself frozen yogurt bar
C. A diner
D. A bar
18: What term best describes the concept of involving the refusal to serve certain guests who engage in unacceptable behaviors?
A. Guest dissatisfaction
B. Guest annoyance
C. Customer is always right concept
D. Fire the guest
19: The termination of the hospitality relationship must occasionally be
A. Complicated but quick
B. Easy
C. A very slow process
D. Dramatic and fast
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Involving the guest the co-creation of value MCQs
