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

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

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

IHIP

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

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

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

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

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

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

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

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

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

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

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

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

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

Implications of Quality in Hospitality and Tourism

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

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

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

Father of statistical quality control

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

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

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