暗記メーカー

暗記メーカー

​
ログイン

Quality Service Management

Quality Service Management
25問 • 1年前
  • Johanna Rellosa
    • 通報

    問題一覧

  • 1

    Physical objects that can be purchased, such as food, drinks, and amenities

    Goods

  • 2

    Intangible experiences that are delivered by people, such as hospitality, tourism, and entertainment.

    Services

  • 3

    A combination of goods and services, where tangible items are used to enhance the delivery of intangible services.

    Service Products

  • 4

    IHIP

    Intangible Heterogeneous Inseparable Perishable

  • 5

    Eight dimensions of quality for service products eight dimensions of quality for service products

    Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived Quality

  • 6

    The primary operating characteristics of a service product, such as prompt service or a comfortable stay.

    Performance

  • 7

    Secondary aspects of performance that supplement the basic functioning of a service product, such as free wi-fi or complimentary amenities etc.

    Features

  • 8

    The ability to perform the promised service product dependably and accurately, such as delivering a pizza on time or providing consistent service quality.

    Reliability

  • 9

    Meeting the standards and specifications set for a service product, such as adhering to hygiene standards or following established procedures.

    Conformance

  • 10

    Three additional dimensions of quality that are important for service products.

    Durability, Serviceability, and Aesthetics

  • 11

    The longevity of a service product, such as the lifespan of a hotel room or the reliability of a tour guide.

    Durability

  • 12

    The speed, courtesy, and competence of repair or service recovery, such as handling guest complaints or resolving service issues.

    Serviceability

  • 13

    The visual appeal and overall impression of a service product, such as the ambiance of a restaurant or the design of a hotel lobby.

    Aesthetics

  • 14

    guest's overall impression of a service product based on their experiences and perceptions.

    Perceived Quality

  • 15

    The overall image and perception of a company, which is built through marketing, customer service, and overall performance.

    Brand Reputation

  • 16

    Marketing efforts that aim to promote a company's products and services, influencing guest perceptions and expectations.

    Advertising

  • 17

    Customer reviews and recommendations that spread through social networks and personal interactions, shaping guest perceptions and influencing their choices

    Word-of-Mouth

  • 18

    Implications of Quality in Hospitality and Tourism

    Customer Satisfaction Customer Loyalty Profitability

  • 19

    High quality leads to increased customer satisfaction, which translates into positive reviews, repeat business, and increased loyalty.

    Customer Satisfaction

  • 20

    Satisfied customers are more likely to return for future visits and recommend the business to others, building a loyal customer base.

    Customer Loyalty

  • 21

    High quality leads to increased customer satisfaction and loyalty, which ultimately drives profitability and business growth.

    Profitability

  • 22

    Father of statistical quality control

    Walter A. Shewhart

  • 23

    championed Shewhart's work, emphasizing statistical process control, operational definitions, and the Shewhart cycle.

    Deming

  • 24

    book, Quality Control Handbook, is a classic reference for quality engineers.

    Juran

  • 25

    Initiated the Zero Defects program at the Martin Company, credited with reducing rejection rates and scrap costs.

    Crosby

    • Lesson 1: Fundamentals in Lodging operations

    Lesson 1: Fundamentals in Lodging operations

    Johanna Rellosa · 39問 · 2年前

    Lesson 1: Fundamentals in Lodging operations

    Lesson 1: Fundamentals in Lodging operations

    39問 • 2年前
    Johanna Rellosa

    Lesson 1: 7 Standards of Good Literature

    Lesson 1: 7 Standards of Good Literature

    Johanna Rellosa · 11問 · 2年前

    Lesson 1: 7 Standards of Good Literature

    Lesson 1: 7 Standards of Good Literature

    11問 • 2年前
    Johanna Rellosa

    Lesson 2: Operation Management

    Lesson 2: Operation Management

    Johanna Rellosa · 50問 · 2年前

    Lesson 2: Operation Management

    Lesson 2: Operation Management

    50問 • 2年前
    Johanna Rellosa

    Lesson 2: Fundamentals in Lodging Operations

    Lesson 2: Fundamentals in Lodging Operations

    Johanna Rellosa · 38問 · 2年前

    Lesson 2: Fundamentals in Lodging Operations

    Lesson 2: Fundamentals in Lodging Operations

    38問 • 2年前
    Johanna Rellosa

    Lesson 3: Fundamentals in Lodging

    Lesson 3: Fundamentals in Lodging

    Johanna Rellosa · 19問 · 2年前

    Lesson 3: Fundamentals in Lodging

    Lesson 3: Fundamentals in Lodging

    19問 • 2年前
    Johanna Rellosa

    Lesson 1

    Lesson 1

    Johanna Rellosa · 15問 · 2年前

    Lesson 1

    Lesson 1

    15問 • 2年前
    Johanna Rellosa

    CAR

    CAR

    Johanna Rellosa · 6問 · 2年前

    CAR

    CAR

    6問 • 2年前
    Johanna Rellosa

    Lesson 4: Food and Beverage Service Areas and Equipment

    Lesson 4: Food and Beverage Service Areas and Equipment

    Johanna Rellosa · 16問 · 2年前

    Lesson 4: Food and Beverage Service Areas and Equipment

    Lesson 4: Food and Beverage Service Areas and Equipment

    16問 • 2年前
    Johanna Rellosa

    Dinner Ware

    Dinner Ware

    Johanna Rellosa · 20問 · 2年前

    Dinner Ware

    Dinner Ware

    20問 • 2年前
    Johanna Rellosa

    Glassware

    Glassware

    Johanna Rellosa · 26問 · 2年前

    Glassware

    Glassware

    26問 • 2年前
    Johanna Rellosa

    Flatware & Cutlery (FORKS)

    Flatware & Cutlery (FORKS)

    Johanna Rellosa · 9問 · 2年前

    Flatware & Cutlery (FORKS)

    Flatware & Cutlery (FORKS)

    9問 • 2年前
    Johanna Rellosa

    SPOON

    SPOON

    Johanna Rellosa · 11問 · 2年前

    SPOON

    SPOON

    11問 • 2年前
    Johanna Rellosa

    Cultery

    Cultery

    Johanna Rellosa · 9問 · 2年前

    Cultery

    Cultery

    9問 • 2年前
    Johanna Rellosa

    Lesson 5: The MENU

    Lesson 5: The MENU

    Johanna Rellosa · 50問 · 2年前

    Lesson 5: The MENU

    Lesson 5: The MENU

    50問 • 2年前
    Johanna Rellosa

    10 Table Napkin

    10 Table Napkin

    Johanna Rellosa · 10問 · 2年前

    10 Table Napkin

    10 Table Napkin

    10問 • 2年前
    Johanna Rellosa

    4: Front Office

    4: Front Office

    Johanna Rellosa · 51問 · 2年前

    4: Front Office

    4: Front Office

    51問 • 2年前
    Johanna Rellosa

    Lesson 7: Service Preparation

    Lesson 7: Service Preparation

    Johanna Rellosa · 23問 · 2年前

    Lesson 7: Service Preparation

    Lesson 7: Service Preparation

    23問 • 2年前
    Johanna Rellosa

    Lesson 8: Food Service Method

    Lesson 8: Food Service Method

    Johanna Rellosa · 52問 · 2年前

    Lesson 8: Food Service Method

    Lesson 8: Food Service Method

    52問 • 2年前
    Johanna Rellosa

    Lesson 1

    Lesson 1

    Johanna Rellosa · 8問 · 2年前

    Lesson 1

    Lesson 1

    8問 • 2年前
    Johanna Rellosa

    2: Yesterday & Today

    2: Yesterday & Today

    Johanna Rellosa · 49問 · 2年前

    2: Yesterday & Today

    2: Yesterday & Today

    49問 • 2年前
    Johanna Rellosa

    Vocabularios

    Vocabularios

    Johanna Rellosa · 67問 · 2年前

    Vocabularios

    Vocabularios

    67問 • 2年前
    Johanna Rellosa

    Lesson 1

    Lesson 1

    Johanna Rellosa · 12問 · 2年前

    Lesson 1

    Lesson 1

    12問 • 2年前
    Johanna Rellosa

    COOKING technique

    COOKING technique

    Johanna Rellosa · 34問 · 1年前

    COOKING technique

    COOKING technique

    34問 • 1年前
    Johanna Rellosa

    2-Stocks

    2-Stocks

    Johanna Rellosa · 29問 · 1年前

    2-Stocks

    2-Stocks

    29問 • 1年前
    Johanna Rellosa

    Sauces

    Sauces

    Johanna Rellosa · 43問 · 1年前

    Sauces

    Sauces

    43問 • 1年前
    Johanna Rellosa

    Soups

    Soups

    Johanna Rellosa · 19問 · 1年前

    Soups

    Soups

    19問 • 1年前
    Johanna Rellosa

    Spanish Adjectives

    Spanish Adjectives

    Johanna Rellosa · 100問 · 1年前

    Spanish Adjectives

    Spanish Adjectives

    100問 • 1年前
    Johanna Rellosa

    2

    2

    Johanna Rellosa · 33問 · 1年前

    2

    2

    33問 • 1年前
    Johanna Rellosa

    Foreign Language 2

    Foreign Language 2

    Johanna Rellosa · 93問 · 1年前

    Foreign Language 2

    Foreign Language 2

    93問 • 1年前
    Johanna Rellosa

    Gastronomy

    Gastronomy

    Johanna Rellosa · 15問 · 1年前

    Gastronomy

    Gastronomy

    15問 • 1年前
    Johanna Rellosa

    Multi Cultural Diversity

    Multi Cultural Diversity

    Johanna Rellosa · 5問 · 1年前

    Multi Cultural Diversity

    Multi Cultural Diversity

    5問 • 1年前
    Johanna Rellosa

    Oenology

    Oenology

    Johanna Rellosa · 36問 · 1年前

    Oenology

    Oenology

    36問 • 1年前
    Johanna Rellosa

    Chapte 3&5 THC06

    Chapte 3&5 THC06

    Johanna Rellosa · 8問 · 1年前

    Chapte 3&5 THC06

    Chapte 3&5 THC06

    8問 • 1年前
    Johanna Rellosa

    問題一覧

  • 1

    Physical objects that can be purchased, such as food, drinks, and amenities

    Goods

  • 2

    Intangible experiences that are delivered by people, such as hospitality, tourism, and entertainment.

    Services

  • 3

    A combination of goods and services, where tangible items are used to enhance the delivery of intangible services.

    Service Products

  • 4

    IHIP

    Intangible Heterogeneous Inseparable Perishable

  • 5

    Eight dimensions of quality for service products eight dimensions of quality for service products

    Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived Quality

  • 6

    The primary operating characteristics of a service product, such as prompt service or a comfortable stay.

    Performance

  • 7

    Secondary aspects of performance that supplement the basic functioning of a service product, such as free wi-fi or complimentary amenities etc.

    Features

  • 8

    The ability to perform the promised service product dependably and accurately, such as delivering a pizza on time or providing consistent service quality.

    Reliability

  • 9

    Meeting the standards and specifications set for a service product, such as adhering to hygiene standards or following established procedures.

    Conformance

  • 10

    Three additional dimensions of quality that are important for service products.

    Durability, Serviceability, and Aesthetics

  • 11

    The longevity of a service product, such as the lifespan of a hotel room or the reliability of a tour guide.

    Durability

  • 12

    The speed, courtesy, and competence of repair or service recovery, such as handling guest complaints or resolving service issues.

    Serviceability

  • 13

    The visual appeal and overall impression of a service product, such as the ambiance of a restaurant or the design of a hotel lobby.

    Aesthetics

  • 14

    guest's overall impression of a service product based on their experiences and perceptions.

    Perceived Quality

  • 15

    The overall image and perception of a company, which is built through marketing, customer service, and overall performance.

    Brand Reputation

  • 16

    Marketing efforts that aim to promote a company's products and services, influencing guest perceptions and expectations.

    Advertising

  • 17

    Customer reviews and recommendations that spread through social networks and personal interactions, shaping guest perceptions and influencing their choices

    Word-of-Mouth

  • 18

    Implications of Quality in Hospitality and Tourism

    Customer Satisfaction Customer Loyalty Profitability

  • 19

    High quality leads to increased customer satisfaction, which translates into positive reviews, repeat business, and increased loyalty.

    Customer Satisfaction

  • 20

    Satisfied customers are more likely to return for future visits and recommend the business to others, building a loyal customer base.

    Customer Loyalty

  • 21

    High quality leads to increased customer satisfaction and loyalty, which ultimately drives profitability and business growth.

    Profitability

  • 22

    Father of statistical quality control

    Walter A. Shewhart

  • 23

    championed Shewhart's work, emphasizing statistical process control, operational definitions, and the Shewhart cycle.

    Deming

  • 24

    book, Quality Control Handbook, is a classic reference for quality engineers.

    Juran

  • 25

    Initiated the Zero Defects program at the Martin Company, credited with reducing rejection rates and scrap costs.

    Crosby