Ma'am Judz

71問 • 1年前

問題一覧

____ 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)

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

Weiermair(2000)

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

Quality

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

Joseph Juran

ISO

international Organization for Standardization

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".

ISO

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

Product

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.

Goods

4 Features of Services

Intangible Heterogeneous inseparable perishable

It is intangible in nature.

Service

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

Heterogeneous

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

Inseparability

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.

Perish

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

Ford (2011)

8 Dimensions of Quality for Service Products

Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived Quality

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

Performance

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

Features

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

Reliability

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

Conformance

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

Durability

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.

Serviceability

This dimension are highly subjective.

Aesthetics

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

7 Notable People in Service Quality

Walter A. Shewhart William Edwards Deming Joseph M. Juran Philip B. Crosby Armand V. Feigenbaum Kaoru Ishikawa Genichi Taguchi

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

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

William Edwards Deming

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

Joseph M. Juran

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

Philip B. Crosby

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

Armand V Feigenbaum

is notable for rejuvenating the norm in the workplace.

Kaoru Ishikawa

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

Genichi Taguchi

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.

James H. Donnelly

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

A. Parsu Parasuraman Valerie A. Zeithml Leonard L. Berry

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

Mary Jo Bitner Bernard H. Booms

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

Christopher Lovelock

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

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

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.

Bruce Laval

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.

Guestology

4 Guestology Concepts

Integration Guestology Delivery Systems Quality Standards

7 Problems in Guestology

Rooms arrogant or clueless staff failure to respond poor delivery cleanliness amenities and utilities billing

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

Rooms

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

Arrogant or Clueless staff

mainly covering staff's failure to respond to guest complaints

Failure to respond

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

Poor delivery

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

cleanliness

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

amenities and utilities

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

Billing

customers are also known __&& ___

clients guests

what does WOM stands for?

word of mouth

5 types of customers

loyal impulse discount need-based wandering

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

loyal customers

are the best type to do suggestive selling.

impulse customers

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.

discount customers

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

need-based customers

these customers generate the largest amount of traffic.

wandering customers

a customer that is usually forgotten or left out

internal customers

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

strategies

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

strategic planning

Michael Porter Generic Strategies (3)

cost leadership strategy differentiation strategy focus strategy

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

cost leadership strategy

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

differentiation strategy

concentrates on developing services for niche market

focus strategy

secret sauce

internal analysis

does not rely on secret sauce

external analysis

PESTEL ANALYSIS (6)

political economic social technological environmental legal

TDGVA

tourism direct gross value added

also shape the tourism and hospitality industry

competitors

is identified dependent on the competitor's position and strength

power

4 types of relationship between competitors

coexistence cooperation competition co-opetition

other stakeholders and relevant groups (3)

resources suppliers capital suppliers labor supply

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問題一覧

Knutson (1990)

Weiermair(2000)

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

Quality

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

Joseph Juran

ISO

international Organization for Standardization

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".

ISO

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

Product

Goods

4 Features of Services

Intangible Heterogeneous inseparable perishable

It is intangible in nature.

Service

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

Heterogeneous

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

Inseparability

Perish

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

Ford (2011)

8 Dimensions of Quality for Service Products

Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived Quality

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

Performance

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

Features

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

Reliability

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

Conformance

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

Durability

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.

Serviceability

This dimension are highly subjective.

Aesthetics

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

7 Notable People in Service Quality

Walter A. Shewhart William Edwards Deming Joseph M. Juran Philip B. Crosby Armand V. Feigenbaum Kaoru Ishikawa Genichi Taguchi

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

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

William Edwards Deming

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

Joseph M. Juran

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

Philip B. Crosby

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

Armand V Feigenbaum

is notable for rejuvenating the norm in the workplace.

Kaoru Ishikawa

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

Genichi Taguchi

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.

James H. Donnelly

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

A. Parsu Parasuraman Valerie A. Zeithml Leonard L. Berry

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

Mary Jo Bitner Bernard H. Booms

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

Christopher Lovelock

Theodore Levitt

Walt Disney

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.

Bruce Laval

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.

Guestology

4 Guestology Concepts

Integration Guestology Delivery Systems Quality Standards

7 Problems in Guestology

Rooms arrogant or clueless staff failure to respond poor delivery cleanliness amenities and utilities billing

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

Rooms

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

Arrogant or Clueless staff

mainly covering staff's failure to respond to guest complaints

Failure to respond

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

Poor delivery

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

cleanliness

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

amenities and utilities

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

Billing

customers are also known __&& ___

clients guests

what does WOM stands for?

word of mouth

5 types of customers

loyal impulse discount need-based wandering

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

loyal customers

are the best type to do suggestive selling.

impulse customers

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.

discount customers

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

need-based customers

these customers generate the largest amount of traffic.

wandering customers

a customer that is usually forgotten or left out

internal customers

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

strategies

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

strategic planning

Michael Porter Generic Strategies (3)

cost leadership strategy differentiation strategy focus strategy

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

cost leadership strategy

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

differentiation strategy

concentrates on developing services for niche market

focus strategy

secret sauce

internal analysis

does not rely on secret sauce

external analysis

PESTEL ANALYSIS (6)

political economic social technological environmental legal

TDGVA

tourism direct gross value added

also shape the tourism and hospitality industry

competitors

is identified dependent on the competitor's position and strength

power

4 types of relationship between competitors

coexistence cooperation competition co-opetition

other stakeholders and relevant groups (3)

resources suppliers capital suppliers labor supply