Question: QUESTION 13 When you visit the web site for Hyatt hotels, you can look at pictures of its newest hotels, register for its continuity programs,

QUESTION 13

  1. When you visit the web site for Hyatt hotels, you can look at pictures of its newest hotels, register for its continuity programs, and make reservations quickly. These elements of its web site are all examples of:

    service encounter arena

    technological intangibility

    responsiveness

    physical evidence

5 points

QUESTION 14

  1. All of the following are elements of a hotel's servicescape EXCEPT:

    housekeeping staff

    business centre for checking e-mail and sending faxes

    lobby

    swimming pool

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