問題一覧
1
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
David A. Garvin
2
These are the characteristics supporting the basic performance of a product or service.
features
3
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.
services
4
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.
Kaoru Ishikawa
5
He was recognized as the originator of statistical quality control (SQC) and also created the "Shewhart cycle", or "Plan-Do-Check-Act" (PDCA).
Walter A Shewhart
6
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.
W. Edwards Deming
7
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.
Joseph Juran
8
It is a measure of product life.
durability
9
It is the ability to perform the promised service dependably and accurately.
reliability
10
It means prompt and courteous service.
performance
11
It means the ability to meet established standards.
conformance
12
It is the performance upon expectations and fit for functions.
quality
13
It plays a significant role when it comes to perceived quality
reputation
14
It refers to the tangible consumable products, articles, commodities that are offered by the companies to the customers in exchange for money
goods
15
It is the look, feel, sound, taste or smell of a product.
aesthetics
16
Simply implies the ease of service or repair, speed, courtesy, and competence.
serviceability
17
It is the consistent delivery of products and guest services according to expected standards.
quality
18
Is one of the leading positioning tools used by marketers for the promotion of their product.
product quality
19
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.
Noriaki Kano
20
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.
guestology
21
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.
guestologist
22
He believes organizations should be managed from the guest's point of view.
guestologists
23
It is the sum total of the experiences that the guest has with the service provider on a given occasion or set of occasions.
guest experience
24
It is sometimes called the service package or service/ product mix.
service product
25
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.
service setting
26
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.
service delivery system
27
Who define quality and value in the hospitality and tourism field?
guest
28
Who originated the term guestology?
Bruce Laval
29
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.
guestologist
30
He believes organizations should be managed from the guest's point of view.
guestologist
31
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.
strategic management
32
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.
cost leadership
33
Focuses on evaluating all aspects of the organization itself.
internal analysis
34
These are the factors that are influenced outside which can impact the business.
external factors
35
These are the factors which are inner strengths and weaknesses that an organization exhibit.
internal factors
36
Stands for political, economic, sociocultural,
technological, legal, and environmental
pestle
37
Stands for strengths, weaknesses, opportunities, and threats
swot
38
It is less about the organization itself, and more about its business environment (including its competitors).
external analysis
39
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.
strategic planning
40
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.
cost leadership
41
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.
differentiation
42
One of the classics in the hotel sector and this type of customer has essentially had the same priorities for years
families
43
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.
tourists
44
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.
travelers
45
This customer looks for exclusive, unique experiences, an excellent, limited service, with privileges that are not offered to the general public.
luxury
46
Have very specific needs and are looking for a more specialized or adapted type of hotel.
special
47
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.
business
48
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.
quality customer service
49
This type of customer demands specific information and consciously aims to contribute to the local economy.
eco-friendly
50
A provision of service to customers before, during and after a purchase.
customer service/ customer care service
51
Refers to everyone and everything that interfaces with guests
the show
52
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.
theming
53
Company uses these cues to create a show as part of its service experience.
visual cues
54
Guests are positioned to see the right visual cues and not the wrong ones.
control and focus
55
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.
the architecture
56
It is a particularly potent environmental factor.
music
57
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.
employee satisfaction
58
The first influence of environment in the establishment
expectations
59
The ergonomic factors such as temperature, humidity, air quality, smells, sounds, physical comfort, and light— affect the nature of the guest experience.
ambient conditions
60
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.
use of space
61
Are used to convey messages through the use of symbols, often language itself.
signs
62
The last component of the environment
other people
63
It is what the individual environmental factors add up to for each guest.
the servicescape
64
Most physiological responses to the environment are responses to such ambient conditions as temperature, humidity, air quality, smells, sounds, and light.
the senses
65
A second type of physiological response to the environment
information processing
66
Can be used when guests are familiar with the setting or have few choices or decisions to make.
information-rich environment
67
Will help when guests are expected to be unfamiliar with the setting, or when they have to process a lot of information.
information-lean environment
68
Depends on the knowledge the guest brings to the experience.
cognitive impact of an experience
69
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.
emotional responses
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