made up of organizations that offer guests, courteous, professional foodz drink and lodging services alone or in combination

sum of the total experience that the guest has with the service provided on a given occasion

any key or crucial moment or period during a service encounter, a make or break moment; subsequently expanded by others to include any significant or memorable interaction

the study of guests and their behaviour their wants, needs, and expectations

quality service cycle

the guest experience

seeks to understand and plan for the expectations of an organization target customers before they even enter the service setting so that everything is ready for each guest to have a successful and enjoyable experience

intangible part of the transaction relationship that creates value between a provider organization and its client

comparing goods and services (characteristics of services)

is technical aftet sale function that is provided by the service department

persons or units within ghe organization that depends on and serve each other

if they don't provide the experience their guests expect, someone else will

the entire bundle of tangibles and intangibles provided by a hospitality organizations to guests during service experience

environment where the experience takes place

the technology and people part

how they feel, what their attitudes, belief, values are

their KSA (knowledge, skills, attitudes) to co-produce the experience

service delivery system consists of

organization and information systems and process techniques

most importantly, the frontliner server who delivers or presents the service, or co-produces it with the guests