THQUALITY 6-10

100問 • 1年前

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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

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

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

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

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

Planning the service delivery system involves integrating all elements of the service experience, including the ____,___,___

service product, environment, and delivery system

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

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

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

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

emphasizes servicing and fulfilling customer needs effectively. It reflects the organization's dedication to delivering high-quality service and meeting customer expectations.

service culture

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

primarily determined by systematic planning, procedures, and overall service management performance, focusing on meeting customer expectations effectively.

service quality

Customer wants and expectations are prioritized when developing or improving goods and services. Addressing these needs is essential for delivering satisfactory service.

service quality

Service provider relationships should revolve around helping customers achieve their mission and organizational goals, emphasizing alignment with customer objectives for mutual success.

service quality

encourages participation in training and seminars to improve service skills and goes beyond basic job requirements to support the company's success.

employee engagement

It includes fostering positive employee attitudes, purpose-driven leadership, and effective human resources practices.

employee engagement

Engaged employees bridge the gap between service design and execution, enhancing communication and implementation effectiveness for achieving service excellence.

employee engagement

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

encompasses customer intelligence, account management, and continuous improvement, all of which contribute to better service delivery.

customer experience

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

Successful service businesses not only provide excellent customer service but also differentiate themselves through effective service management models and implementation.

customer experience

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

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

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

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

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

Information technologies can reduce costs by replacing human labor or enhance service quality and delivery.

use of information technologies

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

affects workforce flexibility. A more adaptable workforce can respond effectively to changes, while highly specialized employees may be less flexible.

human resource specialization

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

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

occurs before the service is delivered to customers.

planning

Establishing suitable procedures and service standards is crucial to providing better service to target customers.

planning

Target customers are those expected to be loyal to the brand and share its purpose, vision, and objectives.

planning

Blueprinting, universal mapping, or fishbone analysis are performed to anticipate problems and plan effectively ahead of service delivery.

planning

_______ the customer service experience is a key component of the during phase.

monitoring

Staff members strive to exceed customer expectations when guests have positive experiences.

monitoring

Collaboration with a team consisting of employees and customers is essential in this scenario.

phase 2 monitoring

Clear service standards and job performance criteria are vital for meeting customer expectations and business growth, requiring strong management oversight and staff supervision.

monitoring

involves analyzing results to identify areas for system improvement post-service delivery.

phase 3 evaluating

This analysis is conducted after customers have experienced the service and can provide feedback on their satisfaction levels.

phase 3 evaluating

Customer satisfaction ratings reflect how pleased customers are with the service they received.

evaluating

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

Includes customer evaluation and quality assurance to ensure standards are met.

physical evidence

Focuses on customer behaviors that guide blueprint development.

customer action

Emphasizes visible employee behaviors and interactions with customers.

frontstage contact

Covers employee activities out of sight but essential for customer experience.

backstage contact

Includes necessary activities performed by staff not directly in customer view.

support processes

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

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

Embracing the concept of "________" involves addressing mistakes effectively after they occur.

error management

can enhance employee performance but may not capture all customer experiences.

direct managerial oversight

is crucial for identifying and addressing organizational barriers to efficient service delivery.

employee feedback

can be caused by equipment malfunctions or external factors, placing accountability on employees to resolve issues.

errors

Implementing __________ can identify and address mistakes, ensuring a pleasant customer experience.

trial and error approaches

Encouraging ___________ and quality service circles reinforces management's commitment to service excellence.

employee teamwork

through training and building management trust fosters confidence in resolving service issues effectively.

empowering employees

Primary aim is to maximize profits and increase productivity.

business goals in hospitality and tourism

is essential for both acquiring new customers and retaining existing ones.

quality service delivery

driven by consistently excellent service, which influences purchase decisions.

customer satisfaction and loyalty

programs, like structured interviews or surveys, gather customer opinions on service or products from departing guests in hospitality establishments.

employee feedback

are a simple and cost-effective way to gather customer feedback in hospitality.

comment cards

provide unbiased feedback by posing as regular guests.

mystery shoppers

prevent employees from altering behavior for VIP treatment by selecting shoppers randomly.

mystery shop

is crucial for hospitality businesses to enhance marketing strategies, foster customer loyalty, and improve operational efficiency.

data analysis

allows hospitality businesses to create personalized packages tailored for specific customers at optimal times.

real time data

used to gather customer input on service quality, often providing more accurate measures than comment cards.

survey techniques

widely recognized service quality survey that evaluates customer satisfaction based on reliability, assurance, tangibles, empathy, and responsiveness.

servqual

ability to perform services consistently and accurately

reliability

employee knowledge, courtesy, and ability to convey trust

assurance

physical facilities, equipment, personnel

tangibles

providing caring, individualized attention

empathy

willingness to provide prompt service

responsiveness

are publicly expressed promises to satisfy guests or compensate for service failures, used to reduce risk perceptions, signal quality, and differentiate services.

service guarantees

Issues with how the service is provided (e.g., delayed service, rude staff).

process failures

Problems with the end result of the service (e.g., overbooking, poor food quality).

outcome failures

Disappointed customers may never return and choose competitors, leading to loss of trust and profits.

never to return

Complaints express dissatisfaction and can help identify issues. Some experts view complaints as valuable feedback.

customer complaints

Negative experiences shared online can damage a company's reputation and spread quickly.

negative word of mouth

Dissatisfied customers may file complaints with consumer organizations or regulatory bodies, further impacting the business.

third party action

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

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

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

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

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

Continuously complains about even the smallest matters. Seeks attention and enjoys being noticed for their complaints.

chronic complainer

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

presents an opportunity for service recovery, allowing businesses to address issues and regain customer trust.

customer dissatisfaction

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

improves efficiency, benefiting companies, employees, and customers. For instance, local Filipino restaurants use technology like food timers for consistent quality, increasing customer loyalty.

technology

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

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

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

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

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

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

Smart energy management systems and _______ tools help hotels identify and address potential issues before they impact guests, ensuring a seamless experience.

predictive maintenance

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

christine soriano · 27問 · 1年前

tewriting chapt 5-7