____ 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.

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

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

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

ISO

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".

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.

4 Features of Services

It is intangible in nature.

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

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

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.

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

8 Dimensions of Quality for Service Products

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

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

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

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

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

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.

This dimension are highly subjective.

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.

7 Notable People in Service Quality

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.

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

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

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

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

is notable for rejuvenating the norm in the workplace.

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

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.

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

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

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

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.

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.

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.

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.

4 Guestology Concepts

7 Problems in Guestology

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

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

mainly covering staff's failure to respond to guest complaints

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

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

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

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

customers are also known __&& ___

what does WOM stands for?

5 types of customers

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

are the best type to do suggestive selling.

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.

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

these customers generate the largest amount of traffic.

a customer that is usually forgotten or left out

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

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

Michael Porter Generic Strategies (3)

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

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

concentrates on developing services for niche market

secret sauce

does not rely on secret sauce

PESTEL ANALYSIS (6)

TDGVA

also shape the tourism and hospitality industry

is identified dependent on the competitor's position and strength

4 types of relationship between competitors

other stakeholders and relevant groups (3)