[A][B][C] 1. It is delighting the customers by fully

meeting their needs and expectations

to the product and services.

A. Product B. Quality C. Services

[A][B][C] 2. It is a continuous improvement by the

management as well as the employees

enable to ensure customer satisfaction.

A. Quality Service Management B. Quality Service

C. Total Quality Service

[A][B][C] 3. In principles of QSM only customers

can determine the level of quality,

whatever you do to foster quality

improvement.

A. Customer Focused B. Employee Involvement

C. Process Centered

[A][B][C] 4. In principles of QSM, you must remove

fear from workplace and empower your

employee and must provide good

environment to them.

A. Guest Involvement B. Employee Involvement C.

Management Involvement

[A][B][C] 5. The fundamental of QSM is focused on

process thinking.

A. Continuous Centered B. Customer Improvement

C. Process Centered

[A][B][C] 6. In principles of QSM, it is analytical,

quality tools and creative thinking to

become more efficient and effective.

A. Continuous Centered B. Customer Focused

C. Process Improvement

[A][B][C] 7. In principles of TQM, decision making

must be only on data not personal or

situational thinking.

A. Continuous Improvement B. Fact base decision

C. Total Quality Management

[A][B][C] 8. It is a customer focused of

management of an organization

through statistical control, Procedure

design, policy development and human

resources management technique.

A. Continuous Improvement B. Customer Focused

C. Total Quality Management

[A][B][C] 9. It is made up of organizations that

offer guests courteous, professional

food, drink, and logging services.

A. Hospitality Industry B. Hospitality Management

C. Hospitality Services

[A][B][C] 10. In hospitality organizations, it is simple

reality that service quality and service

value is defined by whom.

A. Managers Expert B. Mind of the guests

C. Hospitality Organization

[A][B][C] 11. It is a term by Bruce Naval to study

customer guest to the extent as

possible.

A. Guestology B. Guestologist

C. Guest Focused

[A][B][C] 12. To seek, understand and plan for the

expectations of an organization target

customers.

A. Guestologist B. Guestology

C. Guest Focused

[A][B][C] 13. It is the sum total of the experiences

that the guest has with the service

provider on a given occasions.

A. Guest Expectations B. Guest Focused

C. Guest Experience

[A][B][C] 14. It is often used to refer to the person-

to-person interaction or series of

interactions between the customer

and the persons delivering service.

A. Service Encounter B. Service Experience

C. Service Relation​