According to him, the business managers needed to adopt a new way of thinking for strategic quality management which was to understand how customers looked at things or a conceptual bridge to the consumers' vantage point

These are the characteristics supporting the basic performance of a product or service.

These are the intangible economic product that is provided by a person on the other person's demand. It is an activity carried out for someone else.

He is arguably best-known for the Ishikawa Diagram also known as the fishbone or cause and effect diagram - used to identify the root cause of an event and commonly employed in quality defect prevention initiatives.

He was recognized as the originator of statistical quality control (SQC) and also created the "Shewhart cycle", or "Plan-Do-Check-Act" (PDCA).

His development of the 14 points which have gained widespread recognition and which are central to the quality movement and his philosophy of transformational management.

His quality management approach is based on three key principles: the Pareto principle; quality management principles; and the Juran Trilogy - quality planning, quality control, and quality improvement.

It is a measure of product life.

It is the ability to perform the promised service dependably and accurately.

It means prompt and courteous service.

It means the ability to meet established standards.

It is the performance upon expectations and fit for functions.

It plays a significant role when it comes to perceived quality

It refers to the tangible consumable products, articles, commodities that are offered by the companies to the customers in exchange for money

It is the look, feel, sound, taste or smell of a product.

Simply implies the ease of service or repair, speed, courtesy, and competence.

It is the consistent delivery of products and guest services according to expected standards.

Is one of the leading positioning tools used by marketers for the promotion of their product.

It is recognized that different attributes of a product or service had different levels of value to a customer, meaning some created higher levels of customer loyalty.

It means simply that all the organization's employees must treat customers like guests and manage the organization from the guest's point of view.

It seeks to understand and plan for the expectations of an organization's targeted customers before they ever enter the service setting, so that everything is ready for each guest to have a successful and enjoyable experience.

He believes organizations should be managed from the guest's point of view.

It is the sum total of the experiences that the guest has with the service provider on a given occasion or set of occasions.

It is sometimes called the service package or service/ product mix.

The landscape within which service is experienced, has been used to describe the physical aspects of the setting that contribute to the guest's overall physical feel of the experience.

It includes the human components and the physical production processes plus the organizational and information systems and techniques that help deliver the service to the customer.

Who define quality and value in the hospitality and tourism field?

Who originated the term guestology?

It is anticipatory- they understand the guest expectations/needs before they expect it.It is anticipatory- they understand the guest expectations/needs before they expect it.

He believes organizations should be managed from the guest's point of view.

It is all about identification and description of the strategies that managers can carry so as to achieve better performance and a competitive advantage for their organization.

suggest about the means for businesses to maximize performance by either lowering operating cost to offer cheap price or differentiating offerings to stand out from competitors or concentrating on some certain segments with the focus of internal efforts for providing the best offerings.

Focuses on evaluating all aspects of the organization itself.

These are the factors that are influenced outside which can impact the business.

These are the factors which are inner strengths and weaknesses that an organization exhibit.

Stands for political, economic, sociocultural, technological, legal, and environmental

Stands for strengths, weaknesses, opportunities, and threats

It is less about the organization itself, and more about its business environment (including its competitors).

It is a disciplined effort that produces fundamental decisions and actions that shape and guide what an organization is, who it serves, what it does, and why it does it, with a focus on the future.

It is pursued by many hotels or restaurants in keeping their operating costs at minimum.It is pursued by many hotels or restaurants in keeping their operating costs at minimum.

Persuades customers by unique features that being more outstanding than competitors, i.e. values offered are created through uniqueness and that, customers are willing to pay for that uniqueness.

One of the classics in the hotel sector and this type of customer has essentially had the same priorities for years

A type of customer for whom the hotel is an experience in itself. It looks for the comforts offered by the establishment, so all additional services play a fundamental role in the enjoyment of their stay.

A type of customer for which the establishment is solely an addition, as they are interested in the destination and the experiences they have there.

This customer looks for exclusive, unique experiences, an excellent, limited service, with privileges that are not offered to the general public.

Have very specific needs and are looking for a more specialized or adapted type of hotel.

This is a type of executive customer that has very specific needs in terms of commodities which enable them to continue with their routine, in addition to having access to all the technology required in order to work.

It is an experience of feeling valued or heard. Sometimes it's an intangible component of why a guest may prefer one tourism or hospitality provider over another.

This type of customer demands specific information and consciously aims to contribute to the local economy.

A provision of service to customers before, during and after a purchase.

Refers to everyone and everything that interfaces with guests

Can effectively tie all the elements of the service experience together. Yet, by its very nature, it may limit the appeal of the service offering to some people, and theming also limits the sort of new ventures of service products.

Company uses these cues to create a show as part of its service experience.

Guests are positioned to see the right visual cues and not the wrong ones.

Having the attention of guests engaged in specific things that will reinforce the experience or a story, is carried forward in the architectural theming of the hospitality organization.

It is a particularly potent environmental factor.

The third contribution of the service setting to the guest experience is its effect on a group of people who do not even use the service.

The first influence of environment in the establishment

The ergonomic factors such as temperature, humidity, air quality, smells, sounds, physical comfort, and light— affect the nature of the guest experience.

If refers to how the equipment and furnishings are arranged in the hospitality service setting, the size and shape of those objects, their accessibility to the customers, and the spatial relationships among them.

Are used to convey messages through the use of symbols, often language itself.

The last component of the environment

It is what the individual environmental factors add up to for each guest.

Most physiological responses to the environment are responses to such ambient conditions as temperature, humidity, air quality, smells, sounds, and light.

A second type of physiological response to the environment

Can be used when guests are familiar with the setting or have few choices or decisions to make.

Will help when guests are expected to be unfamiliar with the setting, or when they have to process a lot of information.

Depends on the knowledge the guest brings to the experience.

It has two distinct elements of interest to the hospitality organization. The first is the degree of arousal, and the second is the amount or degree of pleasure /displeasure that the experience represents.