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SERVICE QUALITY FINAL EXAM

SERVICE QUALITY FINAL EXAM
42問 • 1年前
  • Czyra Djoanne Hojilla
    • 通報

    問題一覧

  • 1

    characteristics and qualities that make the experience memorable

    the wows

  • 2

    computerized databases and sophisticated techniques of database analysis allow the organization to know a great deal about its guest, either its a demographic pr psychographic group or as individuals

    accumulating information

  • 3

    it starts with knowing the guests

    plan, plan, plan

  • 4

    the basic things that guest expect the organization to provide if it is to operate in the particular market segment.

    the basics

  • 5

    carefully studying all the possible drivers (service product, the environment, and the delivery system) of guest satisfaction and intent to return.

    a key driver: personalize

  • 6

    constantly seeking feedback from guest about what works and what doesn't

    get constant feedback

  • 7

    what are the key drivers of service excellence

    the wows, accumulating information, plan, plan, plan, the basics, study, study, study, a key driver: personalize, get constant feedback

  • 8

    what culture fills the gaps between the organization

    organizational culture

  • 9

    service excellence

    strategy, staffing, systems, hospitality & the future

  • 10

    it becomes an increasingly important favtor for all guest service organizations as they realize that most effective way to differentiate themselves from their competition is on the quality of service encounters that their cistomer contact personnel provide.

    staffing

  • 11

    finding, developing and motivating the server to engage each guest on a personal, individual basis while still maintaining production efficiency and consistent quality in the service delivery process.

    getting the right people for the job

  • 12

    the right person in the right job must be trained to perform the job correctly and consistently

    training

  • 13

    it comprises all the organization systems that support the guest experience

    systems

  • 14

    the most visible part of the guest experience for service

    the wait

  • 15

    becomes today's basic level of service

    yesterday's wow

  • 16

    the easiest and most fruitful area in which to develop these features is in the interaction between servers and customers whete hospitality employees can make a wow experience happen.

    service-customer interaction

  • 17

    formula for achieving the best for the guest

    vision + skills + incentives + resources + delivery system + measurement = unsurpassed employees = wow service = delighted guests

  • 18

    when something goes wrong in the delivery of the service, it is called

    service failure

  • 19

    the best way to handle service failure is to

    prevent it before it occurs

  • 20

    types of service failures

    service product failures, failure to meet explicit or implicit customer requests, failure caused by employee actions or inactions, failures caused by other guests, random events, or circumstances beyond the control of the organization

  • 21

    reasons why customers switch to other products or service

    failure in the service itself, employees' inappropriate actions, negative attitudes or bad behaviors, unsatisfactory employee to response service failure

  • 22

    customer _______ is not always the hospitality organization's fault

    unhappiness

  • 23

    outcomes when guest has a problem

    the problem is fixed, and the formerly unhappy guest leaves happy, the problem isn't fixed, and the unhappy guest leaves unhappy, the organization tries to fix the problem and succeeds only in neutralalizing the unhappy guest

  • 24

    _______ the unhappy customer may be the best that the organization can hope for.

    neutralizing

  • 25

    modern hospitality organizations has developed ______ to prepare their employees for such situations

    disaster plans

  • 26

    _____ has a great value, and _____ is extremely costly

    positive word of mouth, negative word of mouth

  • 27

    multiplying the word of mouth is the_____

    internet

  • 28

    customer's response to service failure

    never return, complains, bad-mouth the organization, retaliate

  • 29

    people who tell other people tend to be more credible than impersonal or anonymous testimonials

    credibility

  • 30

    exceeding expectations creates the _____ that every organization hopes to have

    evangelists

  • 31

    dealing with service failures

    the complaint as a monitoring device, body language as a complaint, don't forget to ask

  • 32

    benefits of quick recovery

    reduces the overall expense of retaining guests, guest's repeat business, recommend the organization to their friend

  • 33

    how do customers evaluate recovery efforts

    distribute the justice, procedural justice, informative justice, interactional justice

  • 34

    an assessment by the customer of the fairness associated with whatever compensation he received to rectify a service failure

    distributive justice

  • 35

    whether the customer believes company procedures for handling service failure are fair and not a procedural hassle full of red tape

    procedural justice

  • 36

    guest satisfaction with the adequacy of the information and communication provided by the organization

    informational justice

  • 37

    customer's feeling of being treated with respect and courtesy and being given the opportunity to state it to someone

    interactional justice

  • 38

    managing the recovery

    identify the failure, assign reasons for each type of failure, identify why the problems occured, select appropriate recovery strategy, implement the recovery, review recovery efforts, analyze failures for delivery system improvement

  • 39

    criteria for service recovery strategy

    ensure that tte failure is addressed quicky and fixed in some positive way if possible, must be communicated clearly to the employees charged with responding to customer dissatisfaction, should be easy for the customer to find and use, should be flexible enough to accommodate both the different types of failures and the different expectations that customer have of their guest experiences

  • 40

    "People will forget what you said. They will forget what you did. But they will never forget how you made them feel."

    Maya Angelou - Mike Sims

  • 41

    "Turn tragic moments into magic moments."

    Disney

  • 42

    "the integrative actions a company takes to re-establish customer satisfaction and loyalty after a service failure, to ensure that failure incidents encourage learning and process improvement and to train and reward employees for this purpose."

    Michael, Bowen, and Johnston

    • CONTEMPORARY LESSON 1 & 2

    CONTEMPORARY LESSON 1 & 2

    Czyra Djoanne Hojilla · 30問 · 1年前

    CONTEMPORARY LESSON 1 & 2

    CONTEMPORARY LESSON 1 & 2

    30問 • 1年前
    Czyra Djoanne Hojilla

    CONTEMPORARY LESSON 3

    CONTEMPORARY LESSON 3

    Czyra Djoanne Hojilla · 32問 · 1年前

    CONTEMPORARY LESSON 3

    CONTEMPORARY LESSON 3

    32問 • 1年前
    Czyra Djoanne Hojilla

    CONTEMPORARY 4-5

    CONTEMPORARY 4-5

    Czyra Djoanne Hojilla · 18問 · 1年前

    CONTEMPORARY 4-5

    CONTEMPORARY 4-5

    18問 • 1年前
    Czyra Djoanne Hojilla

    REVMA

    REVMA

    Czyra Djoanne Hojilla · 43問 · 1年前

    REVMA

    REVMA

    43問 • 1年前
    Czyra Djoanne Hojilla

    HR in Tourism and Hospitality

    HR in Tourism and Hospitality

    Czyra Djoanne Hojilla · 23問 · 1年前

    HR in Tourism and Hospitality

    HR in Tourism and Hospitality

    23問 • 1年前
    Czyra Djoanne Hojilla

    HR

    HR

    Czyra Djoanne Hojilla · 27問 · 1年前

    HR

    HR

    27問 • 1年前
    Czyra Djoanne Hojilla

    問題一覧

  • 1

    characteristics and qualities that make the experience memorable

    the wows

  • 2

    computerized databases and sophisticated techniques of database analysis allow the organization to know a great deal about its guest, either its a demographic pr psychographic group or as individuals

    accumulating information

  • 3

    it starts with knowing the guests

    plan, plan, plan

  • 4

    the basic things that guest expect the organization to provide if it is to operate in the particular market segment.

    the basics

  • 5

    carefully studying all the possible drivers (service product, the environment, and the delivery system) of guest satisfaction and intent to return.

    a key driver: personalize

  • 6

    constantly seeking feedback from guest about what works and what doesn't

    get constant feedback

  • 7

    what are the key drivers of service excellence

    the wows, accumulating information, plan, plan, plan, the basics, study, study, study, a key driver: personalize, get constant feedback

  • 8

    what culture fills the gaps between the organization

    organizational culture

  • 9

    service excellence

    strategy, staffing, systems, hospitality & the future

  • 10

    it becomes an increasingly important favtor for all guest service organizations as they realize that most effective way to differentiate themselves from their competition is on the quality of service encounters that their cistomer contact personnel provide.

    staffing

  • 11

    finding, developing and motivating the server to engage each guest on a personal, individual basis while still maintaining production efficiency and consistent quality in the service delivery process.

    getting the right people for the job

  • 12

    the right person in the right job must be trained to perform the job correctly and consistently

    training

  • 13

    it comprises all the organization systems that support the guest experience

    systems

  • 14

    the most visible part of the guest experience for service

    the wait

  • 15

    becomes today's basic level of service

    yesterday's wow

  • 16

    the easiest and most fruitful area in which to develop these features is in the interaction between servers and customers whete hospitality employees can make a wow experience happen.

    service-customer interaction

  • 17

    formula for achieving the best for the guest

    vision + skills + incentives + resources + delivery system + measurement = unsurpassed employees = wow service = delighted guests

  • 18

    when something goes wrong in the delivery of the service, it is called

    service failure

  • 19

    the best way to handle service failure is to

    prevent it before it occurs

  • 20

    types of service failures

    service product failures, failure to meet explicit or implicit customer requests, failure caused by employee actions or inactions, failures caused by other guests, random events, or circumstances beyond the control of the organization

  • 21

    reasons why customers switch to other products or service

    failure in the service itself, employees' inappropriate actions, negative attitudes or bad behaviors, unsatisfactory employee to response service failure

  • 22

    customer _______ is not always the hospitality organization's fault

    unhappiness

  • 23

    outcomes when guest has a problem

    the problem is fixed, and the formerly unhappy guest leaves happy, the problem isn't fixed, and the unhappy guest leaves unhappy, the organization tries to fix the problem and succeeds only in neutralalizing the unhappy guest

  • 24

    _______ the unhappy customer may be the best that the organization can hope for.

    neutralizing

  • 25

    modern hospitality organizations has developed ______ to prepare their employees for such situations

    disaster plans

  • 26

    _____ has a great value, and _____ is extremely costly

    positive word of mouth, negative word of mouth

  • 27

    multiplying the word of mouth is the_____

    internet

  • 28

    customer's response to service failure

    never return, complains, bad-mouth the organization, retaliate

  • 29

    people who tell other people tend to be more credible than impersonal or anonymous testimonials

    credibility

  • 30

    exceeding expectations creates the _____ that every organization hopes to have

    evangelists

  • 31

    dealing with service failures

    the complaint as a monitoring device, body language as a complaint, don't forget to ask

  • 32

    benefits of quick recovery

    reduces the overall expense of retaining guests, guest's repeat business, recommend the organization to their friend

  • 33

    how do customers evaluate recovery efforts

    distribute the justice, procedural justice, informative justice, interactional justice

  • 34

    an assessment by the customer of the fairness associated with whatever compensation he received to rectify a service failure

    distributive justice

  • 35

    whether the customer believes company procedures for handling service failure are fair and not a procedural hassle full of red tape

    procedural justice

  • 36

    guest satisfaction with the adequacy of the information and communication provided by the organization

    informational justice

  • 37

    customer's feeling of being treated with respect and courtesy and being given the opportunity to state it to someone

    interactional justice

  • 38

    managing the recovery

    identify the failure, assign reasons for each type of failure, identify why the problems occured, select appropriate recovery strategy, implement the recovery, review recovery efforts, analyze failures for delivery system improvement

  • 39

    criteria for service recovery strategy

    ensure that tte failure is addressed quicky and fixed in some positive way if possible, must be communicated clearly to the employees charged with responding to customer dissatisfaction, should be easy for the customer to find and use, should be flexible enough to accommodate both the different types of failures and the different expectations that customer have of their guest experiences

  • 40

    "People will forget what you said. They will forget what you did. But they will never forget how you made them feel."

    Maya Angelou - Mike Sims

  • 41

    "Turn tragic moments into magic moments."

    Disney

  • 42

    "the integrative actions a company takes to re-establish customer satisfaction and loyalty after a service failure, to ensure that failure incidents encourage learning and process improvement and to train and reward employees for this purpose."

    Michael, Bowen, and Johnston