简答题Researches shows that happy employees are 31% more productive and three times more creative than unhappy employees. () A、正确 B、错误简答题Rewards and incentives like coupons or special offers can be paired with requests for reviews or other user-generated content to double the customer engagement impact. () A、正确 B、错误简答题In the service encounter, both the provider and the customer have roles to play in transacting the service. () A、正确 B、错误简答题Assurance is the ability to convey trust and confidence. () A、正确 B、错误简答题Degree of Complexity is measured by the number of steps in the service blueprint.简答题Too much focus on external recruiting will make employees feel less valued and lead to turnover ( ) A、正确 B、错误简答题Before the interview, there is no need for you to print out your resume ( ) A、正确 B、错误简答题Generally, an interviewer will ask if you have any questions for them. You do not need to prepare any questions in advance ( ) A、正确 B、错误简答题Teaching customers a new role can be facilitated if the transition becomes a logical modification of future behavior. () A、正确 B、错误简答题Creating a fun work environment is a way to create positive work culture. () A、正确 B、错误简答题Superior skills in customer service is a hotel resource. () A、正确 B、错误简答题Facilitating Goods are the material consumed by the buyer or items provided by the consumer. () A、正确 B、错误简答题Checkout clerk belongs to the human contact. () A、正确 B、错误简答题Start with these metrics to understand where your hotel’s strengths and weaknesses lie, and then brainstorm tactics that can turn weaknesses into strengths. () A、正确 B、错误简答题Acceptance of new technology that replaces a human service encounter can take time while customers learn the new script. () A、正确 B、错误简答题Financial resources are intangible resources. () A、正确 B、错误简答题Delivery system is a managerial design element.简答题Price sensitive consumers can choose hostels, motels or living with relatives is one of the threat of substitutes. () A、正确 B、错误简答题Make sure everyone is clear about their individual role and if guests do provide negative feedback, share this and ensure your staff understand the impact and how they can improve next time. () A、正确 B、错误简答题Ethical customer is one of the customer types. () A、正确 B、错误