thquality chap 2

christine soriano · 27問 · 1年前

通報

問題一覧

Is a major difference between excellent, poor, and indifferent businesses

customer service quality

crucial for success ni tourism and hospitality. It sets businesses apart and keeps customers coming back

good customer service

Services and goods differ in their characteristics. Goods are usually tangible, made, delivered, and bought in advance for later use, with limited interaction between the producer and the customer.

nature of service

Flips traditional management thinking by prioritizing the guest's perspective over organizational structure and processes.

guestology

defines guestology as the systematic examination of the behaviors, needs, and expectations of individuals within a service setting

dickson 2010

describes guestology as understanding and meeting the needs and expectations of guests, involving al workplace personnel who interact with the guests.

klein 2014

Putting It all together

integration

needs, wants. emotions, perceptions

guestology

Cast, Setting &Process

delivery systems

Igniting innovation through technology and service

quality standards

Establishing guidelines for service delivery based on customer needs and expectations to ensure consistent quality.

service standards

Referring to employees, it involves embedding a culture of quality service from recruitment ot training, ensuring they understand how to retain customers.

cast

Includes the environment, facilities, and equipment used to provide high-quality service, ensuring a consistent customer experience.

setting

The method used to deliver services, treating all customers with importance, and ensuring procedures cater to diverse needs and anticipate issues.

process

The final step in creating a quality service system, involving merging the cast, settings, and processes into a cohesive operating system to deliver exceptional service consistently.

integration

A simple phrase communicated to employees to motivate them in meeting customer needs, essential for understanding the company's service philosophy.

service theme

Encompass what the hotel or restaurant offers and should offer, how service staff wil behave, the appearance and function of the physical environment, dress code and conduct expectations, and the perceived value of the service provided ni relation to its cost.

customer expectations

The operations team must meet the expectations set by marketing and past visits to ensure guest satisfaction.

meeting customer expectations

To ensure a great customer experience, a guestologist learns about customers' expectations before they reach the service environment.

measuring customer experience

The hospitality firm also serves internal customers, including people and units that rely on each other's services. These internal customers can benefit from the same service excellence principles used for exteral customers.

serving internal customers

New hospitality businesses face intense competition for customer loyalty and revenue. especially ni sectors like hotels, where founders' skills are key for early success

increasing competition

the sum of a customer's feelings about their interactions with a service provider during an event or series of events.

customer experience

what attracts customers to hospitality or tourism businesses, whether it's a physical item like a hotel room or an intangible experience like a concert.

service product

The environment where the interaction occurs, termed the "servicescape," is the second aspect of the customer experience. It includes physical elements that influence how guests perceive the encounter.

service setting

including human and physical components, along with organizational and information systems, is crucial for the guest experience

service delivery system

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