2 | 暗記メーカー

暗記メーカー

2

20問 • 1年前

Julliane De Vera

問題一覧

1

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

hospitality industry

2

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

guest experience

3

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

moments of truth

4

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

guestology

5

quality service cycle

service theme integration process setting cast service standards

6

the guest experience

service product service settings service delivery

7

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

guestologist

8

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

service

9

comparing goods and services (characteristics of services)

intangibility heterogeneity inseparability perishability

10

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

service

11

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

internal customers

12

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

meeting increased competition

13

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

service product

14

environment where the experience takes place

service setting

15

the technology and people part

service delivery system

16

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

psychographic breakdowns

17

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

capabilities

18

service delivery system consists of

technology part people part

19

organization and information systems and process techniques

technology part

20

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

people part

Gastro

Gastro

Julliane De Vera · 73問 · 2年前

Gastro

Gastro

73問 • 2年前

Julliane De Vera

Coffee Op

Coffee Op

Julliane De Vera · 42問 · 2年前

Coffee Op

Coffee Op

42問 • 2年前

Julliane De Vera

marketing

marketing

Julliane De Vera · 7問 · 2年前

marketing

marketing

7問 • 2年前

Julliane De Vera

rev man

rev man

Julliane De Vera · 34問 · 1年前

rev man

rev man

34問 • 1年前

Julliane De Vera

rev man 2

rev man 2

Julliane De Vera · 12問 · 1年前

rev man 2

rev man 2

12問 • 1年前

Julliane De Vera

multicultural

multicultural

Julliane De Vera · 51問 · 1年前

multicultural

multicultural

51問 • 1年前

Julliane De Vera

multicultural (2)

multicultural (2)

Julliane De Vera · 18問 · 1年前

multicultural (2)

multicultural (2)

18問 • 1年前

Julliane De Vera

pctg

pctg

Julliane De Vera · 29問 · 1年前

pctg

pctg

29問 • 1年前

Julliane De Vera

strama

strama

Julliane De Vera · 61問 · 1年前

strama

strama

61問 • 1年前

Julliane De Vera

1st

1st

Julliane De Vera · 15問 · 1年前

1st

1st

15問 • 1年前

Julliane De Vera

3

3

Julliane De Vera · 23問 · 1年前

3

3

23問 • 1年前

Julliane De Vera

4

4

Julliane De Vera · 51問 · 1年前

4

4

51問 • 1年前

Julliane De Vera

5

5

Julliane De Vera · 32問 · 1年前

5

5

32問 • 1年前

Julliane De Vera

chap 3

chap 3

Julliane De Vera · 21問 · 1年前

chap 3

chap 3

21問 • 1年前

Julliane De Vera

chap 5

chap 5

Julliane De Vera · 42問 · 1年前

chap 5

chap 5

42問 • 1年前

Julliane De Vera

chap 1

chap 1

Julliane De Vera · 7問 · 1年前

chap 1

chap 1

7問 • 1年前

Julliane De Vera

chap 2 (?)

chap 2 (?)

Julliane De Vera · 12問 · 1年前

chap 2 (?)

chap 2 (?)

12問 • 1年前

Julliane De Vera

6 (motivation)

6 (motivation)

Julliane De Vera · 21問 · 1年前

6 (motivation)

6 (motivation)

21問 • 1年前

Julliane De Vera

問題一覧

1

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

hospitality industry

2

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

guest experience

3

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

moments of truth

4

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

guestology

5

quality service cycle

service theme integration process setting cast service standards

6

the guest experience

service product service settings service delivery

7

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

guestologist

8

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

service

9

comparing goods and services (characteristics of services)

intangibility heterogeneity inseparability perishability

10

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

service

11

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

internal customers

12

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

meeting increased competition

13

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

service product

14

environment where the experience takes place

service setting

15

the technology and people part

service delivery system

16

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

psychographic breakdowns

17

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

capabilities

18

service delivery system consists of

technology part people part

19

organization and information systems and process techniques

technology part

20

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

people part