The Owners of Hotels Whose Services Are Produced and Consumed

question 61

Multiple Choice

The owners of hotels whose services are produced and consumed at the same time know that consumers do not have the opportunity to try out their service before purchasing. Many hotels use ________ to overcome the problem of inseparability of services.

• A)promotional discounts
• B)zone of tolerance allowances
• C)perishability gap analysis
• D)point-of-purchase displays
• E)satisfaction guarantees

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Definitions:

Normalizing

The process of making something standard, typical, or expected within a certain context or framework.

Directing

The process of guiding, commanding, or controlling a group or an individual to achieve desired goals or tasks.

Challenging

Presenting a task or problem that is difficult to solve or requiring effort to overcome.

Confrontational Responses

Refers to direct and often forceful verbal reactions aimed at challenging or opposing someone's actions or opinions.