問題一覧
1
reflected in his research that
the intense competition in the hospitality
industry has led many businesses to look for
ways on how they can profitably differentiate
themselves from their competition and
capture the highest quality.
Knutson(1990)
2
noted that in the tourism sector, even though the production and distribution of services involve different experiences on both parts of the tourists and the suppliers, the ultimate goal is still to achieve the highest quality possible.
Weiermair(2000)
3
one of the pioneers in "quality" research, defined quality as "fitness for use."
Joseph M. Juran
4
ISO
International Organization for Standardization
5
world body for standard formulation, also defined quality as "the totality of features and characteristics of good service that bear on its ability to satisfy a given or implied need."
International Organization for Standardization
6
can be defined as anything that we can offer to a market for attention, acquisition, use, or consumption that could satisfy a need or want.
Product
7
meanwhile, have four features.
Services
8
IHIP Characteristics
Intangible, Heterogeneous, Inseparable and Perishable
9
are intangible in nature. It means that they cannot be touched as they are not physical and can only exist in connection to other things.
Services
10
are heterogeneous due to their dependence on the workforce which does the act.
Services
11
In hospitality, this concept is sometimes referred to as
Inconsistency
12
meanwhile, means that the production (act of delivery of service staff) and the consumption (guest experience) cannot be separated from each other.
Inseparability
13
mentioned that goods and services could not be separated from each other.
Ford(2011)
14
in an article in Harvard Business Review, mentioned that because of the competition for high quality goods and services and with the internationalization of said concepts,
Garvin(1987)
15
It refers to a service product's primary operating characteristics.
Performance
16
are dimensions of quality, which are usually cited as a secondary aspect of performance. They are secondary in such a way that they supplement the basic functioning of a service product.
Features
17
It refers to the ability to perform the promised service product dependably and accurately. This means that being able to provide service as promised is one of the main considerations in assessing this dimension.
Reliability
18
This quality dimension means that a service product's design and characteristics should meet the standard set.
Conformance
19
became one of the pioneers who specialized on this area
Joseph M. Juran
20
This dimension is more detectable in goods rather than in services and it has both technical and economic dimensions.
Durability
21
can refer to the amount of use before a specific prodica deteriorates.
Technical Durability
22
The sixth dimension of quality, again more inclined toward goods rather than services, is serviceability or the speed, courtesy competence, and ease of repair.
Serviceability
23
are concerned with the breakdown of the products that are actually offered to them.
Guests
24
This dimension, along with the last dimension, are highly subjective.
Aesthetics
25
how a service product is perceived is clearly a matter of personal judgment.
Aesthetics
26
Guests usually do not have a complete guide on a service product's dimensions; unknowingly, they are indirectly measuring and this measurement is the only basis for them to compare brands.
Perceived Quality
27
was an American physicist, engineer, and statistician. He is also known as the Father of Statistical Quality Control and also related to the Shewhart cycle.
Walter A. Shewhart
28
was an American engineer, statistician, professor, author, lecturer, and management consultant. He championed the work of Walter Shewhart, including statistical process control, operational definitions, and what Deming called the "Shewhart cycle" which had evolved into Plan-Do-Study-Act (PDSA).
William Edwards Deming
29
made many contributions to the field of quality management in his more than 70 active working years. His book. Quality Coritrol Handbook, is a classic reference for quality engineers. He revolutionized the Japanese philosophy on quality management and in no small way worked to help shape Japan's economy into the industrial leader it is today.
Joseph M. Juran
30
was the first to incorporate the human aspect of quality management which is referred to as Total Quality Management (TQM).
Joseph M. Juran
31
was a businessman and author who contributed to management theory and quality management practices. He initiated the Zero Defects program at the Martin Company.
Philip D. Crosby
32
was anAmerican quality control expert and businessman. He devised the concept of Total Quality Control (TQC) which inspired Total Quality Management (TQM).
Armand V. Feigenbaum
33
is notable for rejuvenating the norm in the workplace. He always believed that quality should not stop in reinventing a product alone. He was one of the few people who believed that delivering quality does not stop in purchasing the product; it goes beyond the transaction itself.
Kaoru Ishikawa
34
was an engineer and statistician. From the 1950s onward, he developed a methodology for applying statistics to improve the quality of manufactured goods.
Genichi Taguchi
35
his works, highlighted the differences between the marketing "channels" used for services and those used for physical goods and implications for marketing strategy
James H. Donnelly
36
was best known as a pioneer in the field of Services Marketing among other titles, such as author, professor, and consultant. He was also known for his excellent case studies.
Christopher Lovelock
37
was an economist and professor at Harvard Business School. He was also an editor of the Harvard Business Review who was especially noted for increasing the Review's circulation and for popularizing the term globalization.
Theodore Levitt
38
and the Disney Company while crafting their concept for theme parks also pioneered the thought of the service providers not only as team players but also as "cast members" just like in a movie or theater.
Walt Disney
39
an industrial engineer of the Disney Company, conceptualized the term "guestology" and the guest point of view (GPOV) when viewing service quality in the tourism and hospitality industry.
Bruce Laval
NORTH AMERICA
NORTH AMERICA
Lovelyn Valenzuela · 30問 · 1年前NORTH AMERICA
NORTH AMERICA
30問 • 1年前Nicknames in Countries of North America
Nicknames in Countries of North America
Lovelyn Valenzuela · 29問 · 1年前Nicknames in Countries of North America
Nicknames in Countries of North America
29問 • 1年前Cruise Ship Industry
Cruise Ship Industry
Lovelyn Valenzuela · 36問 · 1年前Cruise Ship Industry
Cruise Ship Industry
36問 • 1年前Land Transportation
Land Transportation
Lovelyn Valenzuela · 45問 · 1年前Land Transportation
Land Transportation
45問 • 1年前Travel Documentation
Travel Documentation
Lovelyn Valenzuela · 17問 · 1年前Travel Documentation
Travel Documentation
17問 • 1年前Europe Countries and Capitals
Europe Countries and Capitals
Lovelyn Valenzuela · 45問 · 1年前Europe Countries and Capitals
Europe Countries and Capitals
45問 • 1年前Europe Countries Nicknames
Europe Countries Nicknames
Lovelyn Valenzuela · 44問 · 1年前Europe Countries Nicknames
Europe Countries Nicknames
44問 • 1年前Lesson 8
Lesson 8
Lovelyn Valenzuela · 41問 · 1年前Lesson 8
Lesson 8
41問 • 1年前Module 9
Module 9
Lovelyn Valenzuela · 50問 · 1年前Module 9
Module 9
50問 • 1年前Asia Countries
Asia Countries
Lovelyn Valenzuela · 47問 · 1年前Asia Countries
Asia Countries
47問 • 1年前Unit III: Module 3
Unit III: Module 3
Lovelyn Valenzuela · 20問 · 1年前Unit III: Module 3
Unit III: Module 3
20問 • 1年前Lesson 9
Lesson 9
Lovelyn Valenzuela · 34問 · 1年前Lesson 9
Lesson 9
34問 • 1年前Asia Countries and Nicknames
Asia Countries and Nicknames
Lovelyn Valenzuela · 40問 · 1年前Asia Countries and Nicknames
Asia Countries and Nicknames
40問 • 1年前Chapter 10
Chapter 10
Lovelyn Valenzuela · 38問 · 1年前Chapter 10
Chapter 10
38問 • 1年前Unit III: Module 4
Unit III: Module 4
Lovelyn Valenzuela · 20問 · 1年前Unit III: Module 4
Unit III: Module 4
20問 • 1年前Unit III: Module 5
Unit III: Module 5
Lovelyn Valenzuela · 23問 · 1年前Unit III: Module 5
Unit III: Module 5
23問 • 1年前Chapter 11
Chapter 11
Lovelyn Valenzuela · 52問 · 1年前Chapter 11
Chapter 11
52問 • 1年前Australia and Oceania Countries and Capitals
Australia and Oceania Countries and Capitals
Lovelyn Valenzuela · 22問 · 1年前Australia and Oceania Countries and Capitals
Australia and Oceania Countries and Capitals
22問 • 1年前Australia and Oceania Countries and Nicknames
Australia and Oceania Countries and Nicknames
Lovelyn Valenzuela · 22問 · 1年前Australia and Oceania Countries and Nicknames
Australia and Oceania Countries and Nicknames
22問 • 1年前Lesson 1
Lesson 1
Lovelyn Valenzuela · 46問 · 1年前Lesson 1
Lesson 1
46問 • 1年前問題一覧
1
reflected in his research that
the intense competition in the hospitality
industry has led many businesses to look for
ways on how they can profitably differentiate
themselves from their competition and
capture the highest quality.
Knutson(1990)
2
noted that in the tourism sector, even though the production and distribution of services involve different experiences on both parts of the tourists and the suppliers, the ultimate goal is still to achieve the highest quality possible.
Weiermair(2000)
3
one of the pioneers in "quality" research, defined quality as "fitness for use."
Joseph M. Juran
4
ISO
International Organization for Standardization
5
world body for standard formulation, also defined quality as "the totality of features and characteristics of good service that bear on its ability to satisfy a given or implied need."
International Organization for Standardization
6
can be defined as anything that we can offer to a market for attention, acquisition, use, or consumption that could satisfy a need or want.
Product
7
meanwhile, have four features.
Services
8
IHIP Characteristics
Intangible, Heterogeneous, Inseparable and Perishable
9
are intangible in nature. It means that they cannot be touched as they are not physical and can only exist in connection to other things.
Services
10
are heterogeneous due to their dependence on the workforce which does the act.
Services
11
In hospitality, this concept is sometimes referred to as
Inconsistency
12
meanwhile, means that the production (act of delivery of service staff) and the consumption (guest experience) cannot be separated from each other.
Inseparability
13
mentioned that goods and services could not be separated from each other.
Ford(2011)
14
in an article in Harvard Business Review, mentioned that because of the competition for high quality goods and services and with the internationalization of said concepts,
Garvin(1987)
15
It refers to a service product's primary operating characteristics.
Performance
16
are dimensions of quality, which are usually cited as a secondary aspect of performance. They are secondary in such a way that they supplement the basic functioning of a service product.
Features
17
It refers to the ability to perform the promised service product dependably and accurately. This means that being able to provide service as promised is one of the main considerations in assessing this dimension.
Reliability
18
This quality dimension means that a service product's design and characteristics should meet the standard set.
Conformance
19
became one of the pioneers who specialized on this area
Joseph M. Juran
20
This dimension is more detectable in goods rather than in services and it has both technical and economic dimensions.
Durability
21
can refer to the amount of use before a specific prodica deteriorates.
Technical Durability
22
The sixth dimension of quality, again more inclined toward goods rather than services, is serviceability or the speed, courtesy competence, and ease of repair.
Serviceability
23
are concerned with the breakdown of the products that are actually offered to them.
Guests
24
This dimension, along with the last dimension, are highly subjective.
Aesthetics
25
how a service product is perceived is clearly a matter of personal judgment.
Aesthetics
26
Guests usually do not have a complete guide on a service product's dimensions; unknowingly, they are indirectly measuring and this measurement is the only basis for them to compare brands.
Perceived Quality
27
was an American physicist, engineer, and statistician. He is also known as the Father of Statistical Quality Control and also related to the Shewhart cycle.
Walter A. Shewhart
28
was an American engineer, statistician, professor, author, lecturer, and management consultant. He championed the work of Walter Shewhart, including statistical process control, operational definitions, and what Deming called the "Shewhart cycle" which had evolved into Plan-Do-Study-Act (PDSA).
William Edwards Deming
29
made many contributions to the field of quality management in his more than 70 active working years. His book. Quality Coritrol Handbook, is a classic reference for quality engineers. He revolutionized the Japanese philosophy on quality management and in no small way worked to help shape Japan's economy into the industrial leader it is today.
Joseph M. Juran
30
was the first to incorporate the human aspect of quality management which is referred to as Total Quality Management (TQM).
Joseph M. Juran
31
was a businessman and author who contributed to management theory and quality management practices. He initiated the Zero Defects program at the Martin Company.
Philip D. Crosby
32
was anAmerican quality control expert and businessman. He devised the concept of Total Quality Control (TQC) which inspired Total Quality Management (TQM).
Armand V. Feigenbaum
33
is notable for rejuvenating the norm in the workplace. He always believed that quality should not stop in reinventing a product alone. He was one of the few people who believed that delivering quality does not stop in purchasing the product; it goes beyond the transaction itself.
Kaoru Ishikawa
34
was an engineer and statistician. From the 1950s onward, he developed a methodology for applying statistics to improve the quality of manufactured goods.
Genichi Taguchi
35
his works, highlighted the differences between the marketing "channels" used for services and those used for physical goods and implications for marketing strategy
James H. Donnelly
36
was best known as a pioneer in the field of Services Marketing among other titles, such as author, professor, and consultant. He was also known for his excellent case studies.
Christopher Lovelock
37
was an economist and professor at Harvard Business School. He was also an editor of the Harvard Business Review who was especially noted for increasing the Review's circulation and for popularizing the term globalization.
Theodore Levitt
38
and the Disney Company while crafting their concept for theme parks also pioneered the thought of the service providers not only as team players but also as "cast members" just like in a movie or theater.
Walt Disney
39
an industrial engineer of the Disney Company, conceptualized the term "guestology" and the guest point of view (GPOV) when viewing service quality in the tourism and hospitality industry.
Bruce Laval