Occurs when there is a gap between what employees feel inside, and emotions that management requires them to display to customers.

A technical after-sale function that is provided by the service department

The study of guest and their behavior.

Is integrative framework of customer responses to service environments

Quality is

Statement that defines what is our business; Who are our clients; and How our values defines our business

Specific, difficult but attainable and accepted goals are strong motivators.

Colors can be defined into 3 Dimensions:

Sum total of the experience that the guest has with the service provided on a given occasion or set of occasions.

Developed after taking into many factors and following some strategic decision

Main Dimensions in Servicescape Model

Guide customers clearly through process of service delivery.

Product Features

Quality needs to address

The core element of the good or service “How the service should be done?”

Refers to quality of conformance (consistency

Service Delivery System consists of

The new customer is not only commanding priority based on volume but is more demanding about the “quality system”

Colors can be stimulating, calming, expressive, disturbing, impressional, culture, exuberant, symbolic.

The purpose is to publicly and officially say thank you for a job well done.

One of the most important competition priorities

The entire bundle of tangibles and intangibles provided by a hospitality organizations to guests during a service experience, same as "Service Package"📦

Persons or units within the organization that depends on and serve each other

A comprehensive organization—wide effort to improve the quality of products and services, applicable to organizations.

Today’s market demand high quality products at low cost. Having ‘high quality’ reputation is not enough

The most basic employee need is survival.

Emotional responses to environments can be described along 2 main dimensions:

A plan for competing in the market place

Employees make recommendations through formalized programs.

Any key or crucial moment or period during a service encounter, a make-or-break moment; subsequently expanded by others to include any significant or memorable interaction.

Understanding the guests includes:

Ambient environment is composed of hundreds of design elements and details that must work together to create desired service environment.

Intangible part of a transaction relationship that creates value between a provider organization and its customers, client or guest.

Which products and services meet your expectations?

This industry is made up of organizations that offer guests, courteous, professional food, drink and lodging services, alone or in combination.

They link the organization to outside world.

2 Major Dimensions of Quality

Give at least one importance of Service Personnel

The Service Advantage in Marketing

Feelings are a key driver of customer responses to service environments

Time Related Issues

Ability to ramp production up and down to match market demands

Social group that forms without a guidance from the organization

Offering product at a low price relative to competition

As systems have become more complex, the reliability requirements for suppliers of components have become more stringent.

Services can be provided by

The end user as well as intermediate processors.

Higher customers expectations are getting spawned by increasing competition

Abbreviate VIP

Decisions must focus on

Longer-term view of financial performance; firm seeks to prosper by investing in people.

Founder of Wendy's

The output of the process carried out by the organization.

Decisions often require

Includes the company as a whole.

Other divisions of the company that receive the processed product.

The cost advantages that enterprises obtain due to size, throughput, or scale of operation, with cost per unit of output generally decreasing with increasing scale as fixed costs are spread out over more units of output.

In service settings, music can have a powerful effect on perceptions and behaviors, even if played at barely audible levels

Customers’ prior expectations (generalized and specific service experiences) and their perception of service performance affect their satisfaction with a service.

Employees retrained; supervisors reoriented to facilitate performance.

The long-range plan for the company

Most people enjoy being part of a group or team. This sense of belonging can be helpful in managing employee direction and behavior in the workplace.

Usually the reason for being is embodied in the name of the business.

Physical surroundings help shape appropriate feelings and reactions in customers and employees.

Anyone who is impacted by the product or process delivered by an organization.

Internal Audit

Monitoring the business environment for market trends, threats, and opportunities

More and more, today’s consumers want their goods and services packaged as part of a memorable experience that has an emotional impact.

Customer perception of how the good function of the service is delivered “How the customer should be satisfied?”

There are no such thing as service industries.

People derive a sense of identity and belonging to an organization from feedback and recognition.

Unique strengths that can help us win the market

Performing task well, even better than competitors

Even more challenging for those in the hospitality organizations is the simple reality of _______________ are defined not by the managers, auditors, or rating organizations.

Part of the management function which is somehow critical because of the different areas that we need to consider.

Key Action Plan Area

To ensure all tasks performed are the right tasks

Developed to focus on the identified competitive properties

Give at least 1 Quality Guru

If they don’t provide the experience their guests expect, someone else will

3 Main Causes of Role Stress

3 Guest Experience

The shift from low volume, high price to high volume, low price have resulted in a need to reduce the internal cost of poor quality.

Employees skilled in teamwork, problem solving, etc.

Environment where the experience takes place.

Shapes customer’s experiences and behavior.

Most commonly found in large, bureaucratic organizations.

They seeks to understand and plan for the expectations of an organizations’ target customers before they even enter the service settings, so that everything is ready

People are motivated and satisfies knowing they are doing a good job.

Easily switched production from one item to another; easily customized products/service to meet specific requirements of a customer

A combination of both the tangible (goods) and intangible (services)

Often results in service staff having to pursue both operational and marketing goals.

Service environment affects buyer behavior in 3 ways:

Quality is defined differently depending on who is

The technology and people part.

Company environment changes rapidly

3 Generic Strategies in Operations

Competitive Priorities (competitive edge)

What products and services are most important to the external customer?

An ambient smell is one that pervades an environment.