問題一覧
1
encompasses technologies and networks designed to fulfill customer requirements
and desires effectively. It aims to deliver services that align with customer needs, fostering satisfaction and potential delight upon service delivery.
service system
2
is crucial for meeting and exceeding customer expectations within the service
delivery process. It ensures that customer requirements are met seamlessly, enhancing overall satisfaction with the service encounter.
operational efficiency
3
process comprises a front end and a back end. The front end, visible to customers, is critical for creating positive impressions. Consistency and accuracy in the front-end activities are essential for maintaining quality service.
service delivery system
4
Upholding the principle of "_________" is paramount in-service delivery. Consistency and accuracy in the front-end activities contribute significantly to meeting this principle, preventing service
inadequacies and potential discontinuation.
do it right the first time
5
involves integrating all elements of the service experience, including the service product, environment, and delivery system. This comprehensive approach
ensures that all aspects align to fulfill customer needs effectively.
planning the service delivery system
6
Planning the service delivery system involves integrating all elements of the service experience, including the ____,___,___
service product, environment, and delivery system
7
refers to the specific area where customer requirements are met through activities, benefits, or satisfactions tailored to their needs and desires. It emphasizes the importance of customizing services to match customer expectations.
service product
8
encompasses the physical atmosphere and setting where the service is provided. It includes various design components aimed at creating a well-designed and conducive
space for service delivery
service environment
9
relies on well-trained and motivated employees capable of providing excellent
customer service. Investing in employee development ensures they are equipped to deliver quality service, enhancing overall customer satisfaction and experience.
service delivery
10
encompasses the values, beliefs, norms, and practices within an organization that
support excellent customer service. It involves how the organization's policies, procedures, rewards, and actions are geared towards enhancing customer experiences and adding value.
service culture
11
emphasizes servicing and fulfilling customer needs effectively. It reflects the organization's dedication to delivering high-quality service and meeting customer expectations.
service culture
12
While establishing a superior service delivery system and a realistic service concept are important, the culture of the company is identified as the most critical factor for the long-term survival of a service
organization. This underscores the significance of organizational culture in sustaining success and
competitiveness.
service culture
13
primarily determined by systematic planning, procedures, and overall service
management performance, focusing on meeting customer expectations effectively.
service quality
14
Customer wants and expectations are prioritized when developing or improving goods and services. Addressing these needs is essential for delivering satisfactory service.
service quality
15
Service provider relationships should revolve around helping customers achieve their mission and organizational goals, emphasizing alignment with customer objectives for mutual success.
service quality
16
encourages participation in training and seminars to improve service skills and goes beyond basic job requirements to support the company's success.
employee engagement
17
It includes fostering positive employee attitudes, purpose-driven leadership, and effective human resources practices.
employee engagement
18
Engaged employees bridge the gap between service design and execution, enhancing communication and implementation effectiveness for achieving service excellence.
employee engagement
19
Gathering customer feedback is essential to understand how well the business is serving its customers and whether their expectations are being met, impacting customer satisfaction and loyalty.
customer experience
20
encompasses customer intelligence, account management, and continuous improvement, all of which contribute to better service delivery.
customer experience
21
Involving customers in service development and delivery, known as co-creation, is crucial for successful service delivery. This involves designing processes that engage and benefit customers.
customer experience
22
Successful service businesses not only provide excellent customer service but also differentiate themselves through effective service management models and implementation.
customer experience
23
When designing service delivery systems, it's important to focus on what adds value to core business operations. Engaging front-line workers is key to delivering exceptional customer experiences and maintaining service quality.
customer experience
24
The operational layout type affects how service operations are structured. It involves organizing hospitality resources like people, machinery, and materials. Layouts can be fixed or flexible, impacting how services are delivered and the workflow process.
type of operations layout
25
The push/pull orientation in service delivery reflects production philosophies. Pull-oriented companies prioritize customer needs when offering services, while push-oriented firms invest in production capacity
to meet service demand.
push/pull orientation of service delivery system
26
Process standardization in the service delivery system refers to pre-establishing task processes, affecting employee empowerment and reducing unpredictability in service. Standardization levels demonstrate success in managing service variability.
degree of process standardization
27
The variety of services a company provides reflects its degree of diversity. It indicates whether the company targets multiple customer groups or focuses on specific market segments.
different services offered
28
Information technologies can reduce costs by replacing human labor or enhance service quality and delivery.
use of information technologies
29
The relationship between back-office and front-office activities influences customer perception. Seamless communication between these areas improves service delivery and customer experience.
back and front activities relationship
30
affects workforce flexibility. A more adaptable workforce can respond effectively to changes, while highly specialized employees may be less flexible.
human resource specialization
31
Customer participation levels indicate the interaction between customers and service delivery processes. Customers can contribute to tasks, reduce labor costs, and improve personalized service.
degree of customer participation
32
Designing new products and services involves establishing new service delivery processes and resources. It communicates innovation to customers and reflects a company's commitment to improving services.
new product/service design and development
33
occurs before the service is delivered to customers.
planning
34
Establishing suitable procedures and service standards is crucial to providing better service to target customers.
planning
35
Target customers are those expected to be
loyal to the brand and share its purpose, vision, and objectives.
planning
36
Blueprinting, universal mapping, or fishbone
analysis are performed to anticipate problems and plan effectively ahead of
service delivery.
planning
37
_______ the customer service experience is a key component of the during phase.
monitoring
38
Staff members strive to exceed customer
expectations when guests have positive
experiences.
monitoring
39
Collaboration with a team consisting of employees and customers is essential in this scenario.
phase 2 monitoring
40
Clear service standards and job performance criteria are vital for meeting customer expectations and business growth, requiring strong management oversight and staff supervision.
monitoring
41
involves analyzing results to identify areas for system improvement post-service
delivery.
phase 3 evaluating
42
This analysis is conducted after customers have experienced the service and can provide feedback on their satisfaction levels.
phase 3 evaluating
43
Customer satisfaction ratings reflect how
pleased customers are with the service they
received.
evaluating
44
not just for architecture; it's vital for planning service delivery strategies. A well-defined plan ensures service meets guest expectations and enhances profitability by
exceeding customer expectations.
blueprinting
45
Includes customer evaluation and quality assurance to ensure standards are
met.
physical evidence
46
Focuses on customer behaviors that guide blueprint development.
customer action
47
Emphasizes visible employee behaviors and interactions with customers.
frontstage contact
48
Covers employee activities out of sight but essential for customer experience.
backstage contact
49
Includes necessary activities performed by staff not directly in customer view.
support processes
50
ensures a strategic approach to business operations, reducing the risk of failure. Thorough training and understanding of the employer's goals are essential before starting a job.
universal service map
51
helps managers identify root causes of issues, faults, and failures in operations. It resembles a fish skeleton, with the head representing the main issue and the spine showing the causes. Causes branch off from the spine like ribs, with sub-branches for deeper root causes as needed.
fish bone analysis
52
Embracing the concept of "________" involves addressing mistakes effectively after they occur.
error management
53
can enhance employee performance but may not capture all customer experiences.
direct managerial oversight
54
is crucial for identifying and addressing organizational barriers to efficient service
delivery.
employee feedback
55
can be caused by equipment malfunctions or external factors, placing accountability on employees to resolve issues.
errors
56
Implementing __________ can identify and address mistakes, ensuring a pleasant customer experience.
trial and error approaches
57
Encouraging ___________ and quality service circles reinforces management's commitment to service excellence.
employee teamwork
58
through training and building management trust fosters confidence in resolving service issues effectively.
empowering employees
59
Primary aim is to maximize profits and increase productivity.
business goals in hospitality and tourism
60
is essential for both acquiring new customers and retaining existing ones.
quality service delivery
61
driven by consistently excellent service, which influences purchase decisions.
customer satisfaction and loyalty
62
programs, like structured interviews or surveys, gather customer opinions on
service or products from departing guests in hospitality establishments.
employee feedback
63
are a simple and cost-effective way to gather customer feedback in hospitality.
comment cards
64
provide unbiased feedback by posing as regular guests.
mystery shoppers
65
prevent employees from altering behavior for VIP treatment by selecting shoppers
randomly.
mystery shop
66
is crucial for hospitality businesses to enhance marketing strategies, foster customer loyalty, and improve operational efficiency.
data analysis
67
allows hospitality businesses to create personalized packages tailored for specific
customers at optimal times.
real time data
68
used to gather customer input on service quality, often providing more accurate
measures than comment cards.
survey techniques
69
widely recognized service quality survey that evaluates customer satisfaction based
on reliability, assurance, tangibles, empathy, and responsiveness.
servqual
70
ability to perform services consistently and accurately
reliability
71
employee knowledge, courtesy, and ability to convey trust
assurance
72
physical facilities, equipment, personnel
tangibles
73
providing caring, individualized attention
empathy
74
willingness to provide prompt service
responsiveness
75
are publicly expressed promises to satisfy guests or compensate for service
failures, used to reduce risk perceptions, signal quality, and differentiate services.
service guarantees
76
Issues with how the service is provided (e.g., delayed service, rude staff).
process failures
77
Problems with the end result of the service (e.g., overbooking, poor food quality).
outcome failures
78
Disappointed customers may never return and choose competitors, leading to loss of trust and profits.
never to return
79
Complaints express dissatisfaction and can help identify issues. Some experts view complaints as valuable feedback.
customer complaints
80
Negative experiences shared online can damage a company's reputation and spread quickly.
negative word of mouth
81
Dissatisfied customers may file complaints with consumer organizations or regulatory bodies, further impacting the business.
third party action
82
In the hospitality and tourism industries, some customers are particularly difficult to deal with. They tend to overreact to minor issues, causing disruptions and stress. These customers often seek attention and
recognition, leading to aggressive and demanding behavior.
psychodynamic of customers
83
Loses their temper dramatically, causing a scene. May shout, embarrass you publicly, and make threats. Example: "You're deceiving; I'll file a formal complaint against you."
exploder
84
Dominates conversations and interrupts frequently. Focuses only on their side of the story and ignores yours. Wants their concerns heard without considering your perspective.
sherman tank
85
Constantly finds faults and expresses disappointment. Complains about minor issues, making it seem like everything is wrong. Example: "This isn't what I expected; your ambiance is dull."
negativist
86
Acts as an expert, offering unsolicited advice and criticism. Believes they know better than you, even when there is no real issue. Example: "I'm a connoisseur, and your whiskey is a forgery."
balloon
87
Continuously complains about even the smallest matters. Seeks attention and enjoys being noticed for their complaints.
chronic complainer
88
is the process of resolving issues with unhappy customers, aiming to turn them into loyal ones. It involves addressing service failures promptly and effectively to change customers' negative attitudes
and retain their loyalty.
service recovery
89
presents an opportunity for service recovery, allowing businesses to address
issues and regain customer trust.
customer dissatisfaction
90
can come through various channels like phone, email, or social media. Handling dissatisfaction effectively is crucial for customer retention. Going beyond expectations and learning from the experience can encourage customers to return.
complaints
91
improves efficiency, benefiting companies, employees, and customers. For instance,
local Filipino restaurants use technology like food timers for consistent quality, increasing customer loyalty.
technology
92
helps distribute information across hotel departments, empowering staff to make quicker decisions without consulting senior management. This improves service efficiency and customer satisfaction in restaurants, promoting employee empowerment.
information technology
93
provides insights into customer behavior and preferences, aiding marketing efforts and saving time and money. Complex software tools and internet communication enhance productivity and real-time customer support in hospitality and tourism businesses.
internet of things
94
Travel websites like Expedia and Airbnb make it easy for customers to find deals and experiences. Hotels are using technology to innovate and stand out in this competitive landscape.
online booking
95
Hotels are automating these processes to improve efficiency. Mobile check-in and check-out may become standard, allowing staff to focus more on enhancing the guest experience.
automating check in and check out
96
Technology in hotel rooms, such as smart sensors and mobile device integration, creates a positive first impression and improves convenience for guests.
on arrival technology enhancements
97
Hospitality businesses are leveraging data to personalize the guest experience. Understanding guest preferences allows hotels to offer tailored services, leaving a lasting impression.
data analytics
98
Smart energy management systems and _______ tools help hotels identify and address potential issues before they impact guests, ensuring a seamless experience.
predictive maintenance
99
Cloud-based mobile apps and IoT devices enable contactless interactions between staff and guests. These technologies streamline operations and allow for personalized services based on guest data.
cloud technologies for service excellence
100
involves a natural emphasis on excellent service for both internal (employees) and
external (customers) stakeholders.
service culture
tewriting chapt 5-7
tewriting chapt 5-7
christine soriano · 27問 · 1年前tewriting chapt 5-7
tewriting chapt 5-7
27問 • 1年前Enumeration
Enumeration
christine soriano · 14問 · 1年前Enumeration
Enumeration
14問 • 1年前Incident report content example
Incident report content example
christine soriano · 9問 · 1年前Incident report content example
Incident report content example
9問 • 1年前Type of incident
Type of incident
christine soriano · 6問 · 1年前Type of incident
Type of incident
6問 • 1年前The importance of incident reporting in the workplace
The importance of incident reporting in the workplace
christine soriano · 7問 · 1年前The importance of incident reporting in the workplace
The importance of incident reporting in the workplace
7問 • 1年前Theoretical perspectives
Theoretical perspectives
christine soriano · 6問 · 1年前Theoretical perspectives
Theoretical perspectives
6問 • 1年前Crisis committee
Crisis committee
christine soriano · 5問 · 1年前Crisis committee
Crisis committee
5問 • 1年前Crisis planning and implementation process
Crisis planning and implementation process
christine soriano · 6問 · 1年前Crisis planning and implementation process
Crisis planning and implementation process
6問 • 1年前Departments
Departments
christine soriano · 8問 · 1年前Departments
Departments
8問 • 1年前thcrisis chapt 8
thcrisis chapt 8
christine soriano · 6問 · 1年前thcrisis chapt 8
thcrisis chapt 8
6問 • 1年前thcrisis chapt 7
thcrisis chapt 7
christine soriano · 13問 · 1年前thcrisis chapt 7
thcrisis chapt 7
13問 • 1年前thcrisis chapt 6
thcrisis chapt 6
christine soriano · 14問 · 1年前thcrisis chapt 6
thcrisis chapt 6
14問 • 1年前thcrisis chapt 5
thcrisis chapt 5
christine soriano · 13問 · 1年前thcrisis chapt 5
thcrisis chapt 5
13問 • 1年前問題一覧
1
encompasses technologies and networks designed to fulfill customer requirements
and desires effectively. It aims to deliver services that align with customer needs, fostering satisfaction and potential delight upon service delivery.
service system
2
is crucial for meeting and exceeding customer expectations within the service
delivery process. It ensures that customer requirements are met seamlessly, enhancing overall satisfaction with the service encounter.
operational efficiency
3
process comprises a front end and a back end. The front end, visible to customers, is critical for creating positive impressions. Consistency and accuracy in the front-end activities are essential for maintaining quality service.
service delivery system
4
Upholding the principle of "_________" is paramount in-service delivery. Consistency and accuracy in the front-end activities contribute significantly to meeting this principle, preventing service
inadequacies and potential discontinuation.
do it right the first time
5
involves integrating all elements of the service experience, including the service product, environment, and delivery system. This comprehensive approach
ensures that all aspects align to fulfill customer needs effectively.
planning the service delivery system
6
Planning the service delivery system involves integrating all elements of the service experience, including the ____,___,___
service product, environment, and delivery system
7
refers to the specific area where customer requirements are met through activities, benefits, or satisfactions tailored to their needs and desires. It emphasizes the importance of customizing services to match customer expectations.
service product
8
encompasses the physical atmosphere and setting where the service is provided. It includes various design components aimed at creating a well-designed and conducive
space for service delivery
service environment
9
relies on well-trained and motivated employees capable of providing excellent
customer service. Investing in employee development ensures they are equipped to deliver quality service, enhancing overall customer satisfaction and experience.
service delivery
10
encompasses the values, beliefs, norms, and practices within an organization that
support excellent customer service. It involves how the organization's policies, procedures, rewards, and actions are geared towards enhancing customer experiences and adding value.
service culture
11
emphasizes servicing and fulfilling customer needs effectively. It reflects the organization's dedication to delivering high-quality service and meeting customer expectations.
service culture
12
While establishing a superior service delivery system and a realistic service concept are important, the culture of the company is identified as the most critical factor for the long-term survival of a service
organization. This underscores the significance of organizational culture in sustaining success and
competitiveness.
service culture
13
primarily determined by systematic planning, procedures, and overall service
management performance, focusing on meeting customer expectations effectively.
service quality
14
Customer wants and expectations are prioritized when developing or improving goods and services. Addressing these needs is essential for delivering satisfactory service.
service quality
15
Service provider relationships should revolve around helping customers achieve their mission and organizational goals, emphasizing alignment with customer objectives for mutual success.
service quality
16
encourages participation in training and seminars to improve service skills and goes beyond basic job requirements to support the company's success.
employee engagement
17
It includes fostering positive employee attitudes, purpose-driven leadership, and effective human resources practices.
employee engagement
18
Engaged employees bridge the gap between service design and execution, enhancing communication and implementation effectiveness for achieving service excellence.
employee engagement
19
Gathering customer feedback is essential to understand how well the business is serving its customers and whether their expectations are being met, impacting customer satisfaction and loyalty.
customer experience
20
encompasses customer intelligence, account management, and continuous improvement, all of which contribute to better service delivery.
customer experience
21
Involving customers in service development and delivery, known as co-creation, is crucial for successful service delivery. This involves designing processes that engage and benefit customers.
customer experience
22
Successful service businesses not only provide excellent customer service but also differentiate themselves through effective service management models and implementation.
customer experience
23
When designing service delivery systems, it's important to focus on what adds value to core business operations. Engaging front-line workers is key to delivering exceptional customer experiences and maintaining service quality.
customer experience
24
The operational layout type affects how service operations are structured. It involves organizing hospitality resources like people, machinery, and materials. Layouts can be fixed or flexible, impacting how services are delivered and the workflow process.
type of operations layout
25
The push/pull orientation in service delivery reflects production philosophies. Pull-oriented companies prioritize customer needs when offering services, while push-oriented firms invest in production capacity
to meet service demand.
push/pull orientation of service delivery system
26
Process standardization in the service delivery system refers to pre-establishing task processes, affecting employee empowerment and reducing unpredictability in service. Standardization levels demonstrate success in managing service variability.
degree of process standardization
27
The variety of services a company provides reflects its degree of diversity. It indicates whether the company targets multiple customer groups or focuses on specific market segments.
different services offered
28
Information technologies can reduce costs by replacing human labor or enhance service quality and delivery.
use of information technologies
29
The relationship between back-office and front-office activities influences customer perception. Seamless communication between these areas improves service delivery and customer experience.
back and front activities relationship
30
affects workforce flexibility. A more adaptable workforce can respond effectively to changes, while highly specialized employees may be less flexible.
human resource specialization
31
Customer participation levels indicate the interaction between customers and service delivery processes. Customers can contribute to tasks, reduce labor costs, and improve personalized service.
degree of customer participation
32
Designing new products and services involves establishing new service delivery processes and resources. It communicates innovation to customers and reflects a company's commitment to improving services.
new product/service design and development
33
occurs before the service is delivered to customers.
planning
34
Establishing suitable procedures and service standards is crucial to providing better service to target customers.
planning
35
Target customers are those expected to be
loyal to the brand and share its purpose, vision, and objectives.
planning
36
Blueprinting, universal mapping, or fishbone
analysis are performed to anticipate problems and plan effectively ahead of
service delivery.
planning
37
_______ the customer service experience is a key component of the during phase.
monitoring
38
Staff members strive to exceed customer
expectations when guests have positive
experiences.
monitoring
39
Collaboration with a team consisting of employees and customers is essential in this scenario.
phase 2 monitoring
40
Clear service standards and job performance criteria are vital for meeting customer expectations and business growth, requiring strong management oversight and staff supervision.
monitoring
41
involves analyzing results to identify areas for system improvement post-service
delivery.
phase 3 evaluating
42
This analysis is conducted after customers have experienced the service and can provide feedback on their satisfaction levels.
phase 3 evaluating
43
Customer satisfaction ratings reflect how
pleased customers are with the service they
received.
evaluating
44
not just for architecture; it's vital for planning service delivery strategies. A well-defined plan ensures service meets guest expectations and enhances profitability by
exceeding customer expectations.
blueprinting
45
Includes customer evaluation and quality assurance to ensure standards are
met.
physical evidence
46
Focuses on customer behaviors that guide blueprint development.
customer action
47
Emphasizes visible employee behaviors and interactions with customers.
frontstage contact
48
Covers employee activities out of sight but essential for customer experience.
backstage contact
49
Includes necessary activities performed by staff not directly in customer view.
support processes
50
ensures a strategic approach to business operations, reducing the risk of failure. Thorough training and understanding of the employer's goals are essential before starting a job.
universal service map
51
helps managers identify root causes of issues, faults, and failures in operations. It resembles a fish skeleton, with the head representing the main issue and the spine showing the causes. Causes branch off from the spine like ribs, with sub-branches for deeper root causes as needed.
fish bone analysis
52
Embracing the concept of "________" involves addressing mistakes effectively after they occur.
error management
53
can enhance employee performance but may not capture all customer experiences.
direct managerial oversight
54
is crucial for identifying and addressing organizational barriers to efficient service
delivery.
employee feedback
55
can be caused by equipment malfunctions or external factors, placing accountability on employees to resolve issues.
errors
56
Implementing __________ can identify and address mistakes, ensuring a pleasant customer experience.
trial and error approaches
57
Encouraging ___________ and quality service circles reinforces management's commitment to service excellence.
employee teamwork
58
through training and building management trust fosters confidence in resolving service issues effectively.
empowering employees
59
Primary aim is to maximize profits and increase productivity.
business goals in hospitality and tourism
60
is essential for both acquiring new customers and retaining existing ones.
quality service delivery
61
driven by consistently excellent service, which influences purchase decisions.
customer satisfaction and loyalty
62
programs, like structured interviews or surveys, gather customer opinions on
service or products from departing guests in hospitality establishments.
employee feedback
63
are a simple and cost-effective way to gather customer feedback in hospitality.
comment cards
64
provide unbiased feedback by posing as regular guests.
mystery shoppers
65
prevent employees from altering behavior for VIP treatment by selecting shoppers
randomly.
mystery shop
66
is crucial for hospitality businesses to enhance marketing strategies, foster customer loyalty, and improve operational efficiency.
data analysis
67
allows hospitality businesses to create personalized packages tailored for specific
customers at optimal times.
real time data
68
used to gather customer input on service quality, often providing more accurate
measures than comment cards.
survey techniques
69
widely recognized service quality survey that evaluates customer satisfaction based
on reliability, assurance, tangibles, empathy, and responsiveness.
servqual
70
ability to perform services consistently and accurately
reliability
71
employee knowledge, courtesy, and ability to convey trust
assurance
72
physical facilities, equipment, personnel
tangibles
73
providing caring, individualized attention
empathy
74
willingness to provide prompt service
responsiveness
75
are publicly expressed promises to satisfy guests or compensate for service
failures, used to reduce risk perceptions, signal quality, and differentiate services.
service guarantees
76
Issues with how the service is provided (e.g., delayed service, rude staff).
process failures
77
Problems with the end result of the service (e.g., overbooking, poor food quality).
outcome failures
78
Disappointed customers may never return and choose competitors, leading to loss of trust and profits.
never to return
79
Complaints express dissatisfaction and can help identify issues. Some experts view complaints as valuable feedback.
customer complaints
80
Negative experiences shared online can damage a company's reputation and spread quickly.
negative word of mouth
81
Dissatisfied customers may file complaints with consumer organizations or regulatory bodies, further impacting the business.
third party action
82
In the hospitality and tourism industries, some customers are particularly difficult to deal with. They tend to overreact to minor issues, causing disruptions and stress. These customers often seek attention and
recognition, leading to aggressive and demanding behavior.
psychodynamic of customers
83
Loses their temper dramatically, causing a scene. May shout, embarrass you publicly, and make threats. Example: "You're deceiving; I'll file a formal complaint against you."
exploder
84
Dominates conversations and interrupts frequently. Focuses only on their side of the story and ignores yours. Wants their concerns heard without considering your perspective.
sherman tank
85
Constantly finds faults and expresses disappointment. Complains about minor issues, making it seem like everything is wrong. Example: "This isn't what I expected; your ambiance is dull."
negativist
86
Acts as an expert, offering unsolicited advice and criticism. Believes they know better than you, even when there is no real issue. Example: "I'm a connoisseur, and your whiskey is a forgery."
balloon
87
Continuously complains about even the smallest matters. Seeks attention and enjoys being noticed for their complaints.
chronic complainer
88
is the process of resolving issues with unhappy customers, aiming to turn them into loyal ones. It involves addressing service failures promptly and effectively to change customers' negative attitudes
and retain their loyalty.
service recovery
89
presents an opportunity for service recovery, allowing businesses to address
issues and regain customer trust.
customer dissatisfaction
90
can come through various channels like phone, email, or social media. Handling dissatisfaction effectively is crucial for customer retention. Going beyond expectations and learning from the experience can encourage customers to return.
complaints
91
improves efficiency, benefiting companies, employees, and customers. For instance,
local Filipino restaurants use technology like food timers for consistent quality, increasing customer loyalty.
technology
92
helps distribute information across hotel departments, empowering staff to make quicker decisions without consulting senior management. This improves service efficiency and customer satisfaction in restaurants, promoting employee empowerment.
information technology
93
provides insights into customer behavior and preferences, aiding marketing efforts and saving time and money. Complex software tools and internet communication enhance productivity and real-time customer support in hospitality and tourism businesses.
internet of things
94
Travel websites like Expedia and Airbnb make it easy for customers to find deals and experiences. Hotels are using technology to innovate and stand out in this competitive landscape.
online booking
95
Hotels are automating these processes to improve efficiency. Mobile check-in and check-out may become standard, allowing staff to focus more on enhancing the guest experience.
automating check in and check out
96
Technology in hotel rooms, such as smart sensors and mobile device integration, creates a positive first impression and improves convenience for guests.
on arrival technology enhancements
97
Hospitality businesses are leveraging data to personalize the guest experience. Understanding guest preferences allows hotels to offer tailored services, leaving a lasting impression.
data analytics
98
Smart energy management systems and _______ tools help hotels identify and address potential issues before they impact guests, ensuring a seamless experience.
predictive maintenance
99
Cloud-based mobile apps and IoT devices enable contactless interactions between staff and guests. These technologies streamline operations and allow for personalized services based on guest data.
cloud technologies for service excellence
100
involves a natural emphasis on excellent service for both internal (employees) and
external (customers) stakeholders.
service culture