PESTEL ANALYSIS (6)

does not rely on secret sauce

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.

are actually the most important segment to please and should be one of the priorities in mind of a specific company.

To determine the "highest quality" one must first understand the concept of _____.

ISO

5 types of customers

with problems associated to the lack of inadequacy of toiletries and items in minibar

The 6th dimension of quality, again more inclined toward goods rather than services, it's serviceability or the speed, courtesy, competence, and ease of repair.

TDGVA

4 types of relationship between competitors

It is intangible in nature.

is identified dependent on the competitor's position and strength

This dimension are highly subjective.

what does WOM stands for?

Are dimensions of quality, which are usually cited as a secondary aspect of performance.

made many contributions to the field of quality management in his more than 70 active working years.

also shape the tourism and hospitality industry

This dimension is more detectable in goods rather than in services and it has both technical and economic dimensions.

was an engineer and statistician. From the 1950s onwards, he developed a methodology for applying statistics to improve the quality of manufactured goods.

With comments ranging from stagg being rude and no answers to questions posed.

was an American engineer, statistician, professor, author, lecturer, and management consultant m

he 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.b

Anything that we can offer to the market for attention, acquisition, use or consumption that could satisfy a need or want.

Refers to physical objects for which a demand exists, their physical attributes are preserved over time; and their ownership can be established, can exist independently of the owner, and can be traded on markets.

are employed to be able to deliver processes of each issue that is needed to be resolved by the management

concentrates on developing services for niche market

focuses on making a company's service being attractive and unique in comparison to those it's competitors

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.

mainly covering staff's failure to respond to guest complaints

7 Notable People in Service Quality

Was best known as a pioneer in the field of Services Marketing among other titles, such as author, professor, and consultant.

means that the production( act of delivery's service staff) and the consumption (guest experience) cannot be separated from each other.

they buy for a specific reason and occasion, and because of this, it may be difficult to upsell them.

in his works he highlighted the differences between the marketing channels used for services and those used for physical goods and implications for marketing strategy.

these customers generate the largest amount of traffic.

Smith (1776) states that a service will____ in the very instant of its performance, and seldom leave any trace or value behind them for which an equal quantity of services could afterwards be procured.

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.

covering complaints such as late service or wrong room service and long process for check ins/outs

Defined quality as "the totality of features and characteristics of a good or service that bear on its ability to satisfy a given or implied need".

It is the scientific study of the behaviors, needs, and expectations of people in a service environment, and how to use that knowledge to optimally manage a service organization.

was a businessman and author who contributed to management theory and quality management practices.

Developed their expanded marketing mix for services which took into account the distinctive characteristics of service identified in the crawling out stage: IHIP.

with guests grumbling about having them charged extra for parking ,internet, gym, and the like.

8 Dimensions of Quality for Service Products

a customer that is usually forgotten or left out

____ 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.

This quality dimension means that a service product's design and characteristics should meet the standard set.

4 Guestology Concepts

It refers to a service product's primary operating characteristics.

is the process of identifying a company's internal and external characteristics which will contribute in achieving

other stakeholders and relevant groups (3)

they are contributory to a company's cash flow because the products which are seldom purchased at full price are actually availed by these customers in mark down.

secret sauce

___ mentioned that goods and services could not be separated from each other.

Developed their pioneering gaps model of service quality which highlighted the importance of efforts made to assess quality in services.

Michael Porter Generic Strategies (3)

focuses on increasing profits by reducing operational costs and charging lower prices

are the best type to do suggestive selling.

was an American quality control expert and businessman. He devised the concept of Total Quality Control (TQC) which inspired Total Quality Management (TQM)

customers are also known __&& ___

An industrial engineer of the Disney company, conceptualized the term guestology and the guest of view (GPOV) which viewing service quality in the tourism and hospitality industry.

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.

It refers to the ability to perform the promised service product dependably and accurately.

One of the pioneers in quality research, defined quality as "fitness for use".

with criticisms on soiled linen, carpet stains, and hair trapped in bathtubs.

With concerns extending from small sized rooms to rooms with no modern technology

services are ____ due to their dependence on the workforce which does the act.

7 Problems in Guestology

is notable for rejuvenating the norm in the workplace.

4 Features of Services