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20問 • 1年前
  • Julliane De Vera
    • 通報

    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

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    competence 16

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    competence 16

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    competence 16

    competence 16

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    complete

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    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