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The Broadmoor Hotel in Colorado Springs, Colorado, maintains its five-star rating by focusing on five service characteristics: reliability, responsiveness, assurance, empathy, and tangibles. Employees are trained always to give an estimated time for service, whether it be room service, laundry service, or simply how long it will take to be seated at one of the resort's restaurants. When an employee makes a promise, he or she keeps that promise. Which service characteristic is the hotel focusing on?
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What is the correct theoretical progression of Maslow's hierarchy of needs, from the bottom of the pyramid to the top of the pyramid?
- safety, esteem, love, physiological, self-actualization
- physiological, safety, love, esteem, self-actualization
- self-actualization, love, esteem, physiological, safety
- safety, physiological, esteem, self-actualization, love
- esteem, safety, self-actualization, love, physiological
What are the three components that make up a person's attitude?
- psychological, behavioral, social
- cognitive, affective, behavioral
- internal, external, habitual
- perception, motives, needs
- universal, evoked, reference
Which of the following accurately represents the countries that make up what is known as the BRIC countries?
- Belgium, Romania, Ireland, the Czech Republic
- Brazil, Russia, Indonesia,
Chile
- Britain, Russia, Italy, China
- Brazil, Russia, India, China
- Bolivia, Romania, India, Colombia