Quality Service Management in Tourism and Hospitality
問題一覧
1
Can be defined as the extent to which the service fulfills the needs or expectations of the customers.
Quality service
2
It is a measure of how products and services supplied by a company meets and surpasses consumer expectations.
Service quality management
3
It refers to how it is delivered.
Functional quality
4
It refers to what is delivered.
Technical quality
5
It helps to design, develop and implement service management.
Service strategy
6
It is a measure of making sure that the functional requirements are being met.
Service Performance
7
It is the measuring and gathering of customer feedbacks.
Customer results
8
The intangible part of a transaction relationship that creates value between provider organization and its customer, client or guest.
Service
9
Is a physical object that can be perceived by touch such as buildings, vehicle and gadgets.
Tangible
10
Products in hospitality industry that cannot be seen and touched but can felt and experience such as room service and valet service.
Intangible
11
May have general expectations.
First time guests
12
May have more specific expectations based on past experience.
Repeat guests
13
Are any set of behaviors or actions that individuals anticipate when interacting with a company.
Guest expectations
14
Gather information about as many of your customers as possible.
Know your customers
15
Research your marketplace and your target markets to find out your customers expect of your business in your location.
Understand and meet your customers needs
16
Is a proactive approach to customer service.
Anticipatory service
17
It is the sum total of experience that the guests has with the service provider on a given occasion or set of occasion, also often referred as service experience.
Guest experience
18
Sometimes also called service package or service product/mix, is why the guest, customer or client comes to the organization.
Service product
19
The setting or environment in which the experience takes place.
Service setting
20
These are employees/staff rendering the services and physical production processes (like facilities).
Service delivery system
21
A term often used to refer to the person-to-person interaction or series of interaction between the customer and the person delivering the service.
Service encounters
22
An _____ is the period of time during which the organization and the guest interact.
Encounter
23
Refers to the key moments during interactions and to some beliefs encounters or interaction themselves.
Moments of truths
24
The study of guest and their behavior, their wants, needs and expectations with aim of aligning the organization strategy, staffs and systems so as to provide outstanding guest service.
Guestology
25
Guestology is a term originated by _______ of the Walt Disney.
Bruce Laval
26
A specialist in identifying how hospitality organizations can best respond to the needs, wants and expectations of their targeted guest markets.
Guestologist
27
Who is the father of Guestology?
Walt Disney
28
What is the official tagline of Disneyland?
The Happiest Place on Earth
29
Is the process of selecting strategic price points to best take advantage of a product or service-based market relative to competition.
Competitive pricing
30
Is a marketing strategy that strives to distinguish a company's products or services from the competition.
Product differentiation
31
Organizations find qnd fill a particular market niche or gap. It can focus on a specific part of a total market by offering a special appeal, like quality, value location or exceptional service.
Finding a niche
32
Is the subset of the market on which a specific product is focused.
Niche market
33
A conceptualization of the process and sustaining a brand through product and communications development.
Planning cycle
34
The long look around the environment for the opportunities and threats, in turn defines the strategic premises.
Environmental assessment
35
The searching look within for strengths and weaknesses, defines the organization's core competencies and considers the organization's strong and weak points in terms of its ability to compete in the future.
Internal assessment
36
It tells the hospitality organization where it stands now, what new strength it must develop, abd what weaknesses it must eliminate to succeed in the future.
Internal audit
37
These are the organization's bundle of skills and technologies that gives the organization an important difference in providing customer benefits and perceived value.
Core competencies
38
These includes reputation, human capital (employees), managerial capabilities, material resources, competitive advantages based on its technology, patents, brand names, copyrights, and customer loyalty.
Internal assets
39
Are key parts of the hospitality planning process.
Vision and Mission Statement
40
It articulates what the organization hopes to look like and be like in the future.
Vision Statement
41
It articulates the organization's purpose, the reason for which it was founded and for ehich it continues to exist.
Mission Statement
42
It is a term coined by Walt Disney that refers to everyone and everything that interfaces with guests.
Show
43
Is a unifying or dominant idea or motif.
Theming
44
The theme means combining of the design and the elements together to bring in front some unique design.
Architectural theme
45
Designed to maximize each guest experience by managing the visual and auditoty aspects of the setting.
The Entertainment Control System
46
The ergonomic factors such as temperature, humidity, air quality, smell, sound, physical comfort and light affect the nature of the experience.
Ambient conditions
47
Refers of how the equipment and furnishings are arranged.
Use of space
48
Refers to how well something with a functional purpose fits into the environmental in which serves its purpose.
Functional congruence
49
It communicates information to the guest like signs of explicit physical representation of information that the organization think guests might want, need or expect to find.
Signs, Symbols and Artifacts
50
The most important influence on any organizational culture is the ____.
Behavior of organizational leaders
51
It refers to the beliefs, values and attitudes that define your company, and like culture elsewhere, it develop spontaneously, whether you like it or not.
Organizational culture
52
A company's culture, like a person's character, drives its reputation. Companies whose culture honor customers, employees and shareholders have excellent reputations.
Culture and Reputation
53
Hospitality organization that seeks to provide an exceptional service experience require a high level of commitment and understanding from their employees.
Strategy and Commitment
54
An organizations culture can be a significant competitive advantage if it has value to its members, is unique and cannot be easily copied by others.
Culture as a Competitive Advantage
55
The stronger the culture, the less necessary it is to rely on the typical bureaucratic management control found in traditional organizations.
Management by Culture
56
If an organizations culture is strong, it becomes another core competency.
Culture as a Competency
57
The organization teach their employees as much as they can and they can rely on culture to fill in the unavoidable gaps between what can be predicted and what can actually happen when guests enter the service setting.
Culture Fills the Gap
58
It represents all of the ways, both internal and external, that an organization demonstrates its vision, priorities and belief system, defines the environment in which employees work.
Workplace culture
59
It is a body of ideas or tents that believed to be accepted as true.
Belief
60
Are preferences for certain ideas, behaviors and outcomes over others, used and disseminate within organizations to define for members what is right and wrong, preferred or not preferred.
Values
61
Are standards of behaviors spoken and unspoken, obvious and subtle that defines how members are expected to act.
Norms
62
Are defined and shaped for the hospitality employees not only by fellow employees and supervisors but also guests who make expectations plan.
Cultural norms
63
Many hospitality organizations use advertising tp sell their services, to show the guest visually what the guest experience should look like.
Norms in Advertising
64
Another norm of behavior in most hospitality organizations is having norms of ____ and standards of personal grooming.
Norms in Appearance
65
The traditional or habitual behavior or way in which organizational members act or think without reflecting upon them.
Folkways
66
The essential or characteristic customs and conventions of a community or organization, norms that structure the difference of what is right or wrong.
Mores
67
Are rules, policies and regulations. Norms that are so important they need to be written down so everyone knows exactly what they are.
Laws
68
Is a physical object that has significance beyond itself, a sign that communicates an unspoken message.
Symbol
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Ella Pacudan · 12問 · 2年前Quality Service Management in Tourism and Hospitality P2
Quality Service Management in Tourism and Hospitality P2
12問 • 2年前問題一覧
1
Can be defined as the extent to which the service fulfills the needs or expectations of the customers.
Quality service
2
It is a measure of how products and services supplied by a company meets and surpasses consumer expectations.
Service quality management
3
It refers to how it is delivered.
Functional quality
4
It refers to what is delivered.
Technical quality
5
It helps to design, develop and implement service management.
Service strategy
6
It is a measure of making sure that the functional requirements are being met.
Service Performance
7
It is the measuring and gathering of customer feedbacks.
Customer results
8
The intangible part of a transaction relationship that creates value between provider organization and its customer, client or guest.
Service
9
Is a physical object that can be perceived by touch such as buildings, vehicle and gadgets.
Tangible
10
Products in hospitality industry that cannot be seen and touched but can felt and experience such as room service and valet service.
Intangible
11
May have general expectations.
First time guests
12
May have more specific expectations based on past experience.
Repeat guests
13
Are any set of behaviors or actions that individuals anticipate when interacting with a company.
Guest expectations
14
Gather information about as many of your customers as possible.
Know your customers
15
Research your marketplace and your target markets to find out your customers expect of your business in your location.
Understand and meet your customers needs
16
Is a proactive approach to customer service.
Anticipatory service
17
It is the sum total of experience that the guests has with the service provider on a given occasion or set of occasion, also often referred as service experience.
Guest experience
18
Sometimes also called service package or service product/mix, is why the guest, customer or client comes to the organization.
Service product
19
The setting or environment in which the experience takes place.
Service setting
20
These are employees/staff rendering the services and physical production processes (like facilities).
Service delivery system
21
A term often used to refer to the person-to-person interaction or series of interaction between the customer and the person delivering the service.
Service encounters
22
An _____ is the period of time during which the organization and the guest interact.
Encounter
23
Refers to the key moments during interactions and to some beliefs encounters or interaction themselves.
Moments of truths
24
The study of guest and their behavior, their wants, needs and expectations with aim of aligning the organization strategy, staffs and systems so as to provide outstanding guest service.
Guestology
25
Guestology is a term originated by _______ of the Walt Disney.
Bruce Laval
26
A specialist in identifying how hospitality organizations can best respond to the needs, wants and expectations of their targeted guest markets.
Guestologist
27
Who is the father of Guestology?
Walt Disney
28
What is the official tagline of Disneyland?
The Happiest Place on Earth
29
Is the process of selecting strategic price points to best take advantage of a product or service-based market relative to competition.
Competitive pricing
30
Is a marketing strategy that strives to distinguish a company's products or services from the competition.
Product differentiation
31
Organizations find qnd fill a particular market niche or gap. It can focus on a specific part of a total market by offering a special appeal, like quality, value location or exceptional service.
Finding a niche
32
Is the subset of the market on which a specific product is focused.
Niche market
33
A conceptualization of the process and sustaining a brand through product and communications development.
Planning cycle
34
The long look around the environment for the opportunities and threats, in turn defines the strategic premises.
Environmental assessment
35
The searching look within for strengths and weaknesses, defines the organization's core competencies and considers the organization's strong and weak points in terms of its ability to compete in the future.
Internal assessment
36
It tells the hospitality organization where it stands now, what new strength it must develop, abd what weaknesses it must eliminate to succeed in the future.
Internal audit
37
These are the organization's bundle of skills and technologies that gives the organization an important difference in providing customer benefits and perceived value.
Core competencies
38
These includes reputation, human capital (employees), managerial capabilities, material resources, competitive advantages based on its technology, patents, brand names, copyrights, and customer loyalty.
Internal assets
39
Are key parts of the hospitality planning process.
Vision and Mission Statement
40
It articulates what the organization hopes to look like and be like in the future.
Vision Statement
41
It articulates the organization's purpose, the reason for which it was founded and for ehich it continues to exist.
Mission Statement
42
It is a term coined by Walt Disney that refers to everyone and everything that interfaces with guests.
Show
43
Is a unifying or dominant idea or motif.
Theming
44
The theme means combining of the design and the elements together to bring in front some unique design.
Architectural theme
45
Designed to maximize each guest experience by managing the visual and auditoty aspects of the setting.
The Entertainment Control System
46
The ergonomic factors such as temperature, humidity, air quality, smell, sound, physical comfort and light affect the nature of the experience.
Ambient conditions
47
Refers of how the equipment and furnishings are arranged.
Use of space
48
Refers to how well something with a functional purpose fits into the environmental in which serves its purpose.
Functional congruence
49
It communicates information to the guest like signs of explicit physical representation of information that the organization think guests might want, need or expect to find.
Signs, Symbols and Artifacts
50
The most important influence on any organizational culture is the ____.
Behavior of organizational leaders
51
It refers to the beliefs, values and attitudes that define your company, and like culture elsewhere, it develop spontaneously, whether you like it or not.
Organizational culture
52
A company's culture, like a person's character, drives its reputation. Companies whose culture honor customers, employees and shareholders have excellent reputations.
Culture and Reputation
53
Hospitality organization that seeks to provide an exceptional service experience require a high level of commitment and understanding from their employees.
Strategy and Commitment
54
An organizations culture can be a significant competitive advantage if it has value to its members, is unique and cannot be easily copied by others.
Culture as a Competitive Advantage
55
The stronger the culture, the less necessary it is to rely on the typical bureaucratic management control found in traditional organizations.
Management by Culture
56
If an organizations culture is strong, it becomes another core competency.
Culture as a Competency
57
The organization teach their employees as much as they can and they can rely on culture to fill in the unavoidable gaps between what can be predicted and what can actually happen when guests enter the service setting.
Culture Fills the Gap
58
It represents all of the ways, both internal and external, that an organization demonstrates its vision, priorities and belief system, defines the environment in which employees work.
Workplace culture
59
It is a body of ideas or tents that believed to be accepted as true.
Belief
60
Are preferences for certain ideas, behaviors and outcomes over others, used and disseminate within organizations to define for members what is right and wrong, preferred or not preferred.
Values
61
Are standards of behaviors spoken and unspoken, obvious and subtle that defines how members are expected to act.
Norms
62
Are defined and shaped for the hospitality employees not only by fellow employees and supervisors but also guests who make expectations plan.
Cultural norms
63
Many hospitality organizations use advertising tp sell their services, to show the guest visually what the guest experience should look like.
Norms in Advertising
64
Another norm of behavior in most hospitality organizations is having norms of ____ and standards of personal grooming.
Norms in Appearance
65
The traditional or habitual behavior or way in which organizational members act or think without reflecting upon them.
Folkways
66
The essential or characteristic customs and conventions of a community or organization, norms that structure the difference of what is right or wrong.
Mores
67
Are rules, policies and regulations. Norms that are so important they need to be written down so everyone knows exactly what they are.
Laws
68
Is a physical object that has significance beyond itself, a sign that communicates an unspoken message.
Symbol