記憶度
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問題一覧
1
the tourism service
product
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may vary significantly
quality service
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two types of perceived quality
expected quality and experienced quality
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the purchased and consumption of tourism services does not result in the transfer of ownership of these services
none ownership
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five gap model of service quality
GAP 1 ~ is the distance between what customer expect and what managers think they expect GAP 2 ~ is between managament perception and the actual specifical of the customer experiences GAP 3 ~ is from the experience specification to the delivery of the experience GAP 4 ~ is the gap between the delivery of the customer experience and what is communicated to customer GAP 5 ~ is the gap between a customer’s perceptions of the experience and the customer’s expectations of the service
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simple nature and is characterized by little uncertainty transactions
maintenance interactive
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significant processes related to quality service delivery
benchmarking continuous quality improvement strategies service evaluation application of technology
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thre primary categories of services by
mills 1986
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cater directly to tourist needs
direct services
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three constituencies
employees managers customers
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dissatisfied customers cannot claim any refund for wrong service
no warranties or guarantees
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factors affect the services depending on the service person
moods feelings attitudes knowledge skills
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levels of tourism service offering
care (basic) service expected (actual) service augmented product potential product
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can be a tremendous source of satisfaction
hotel
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three factors that management consider before implementing or changing process
customer satisfaction level or expectation organizational culture nature of the transaction
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are tangible products
goods
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the vary in standard and quality over time
heterogeneity
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is a supportive tiol to understand issued that affect customer. perceived quality in a business service
perceived quality service model (gronross 1990)
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is a geographical or unit visited by a tourist like village,town or city,island,country and region
tourism destination
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the geographical location
destination
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who proposed five principal dimensions?
parasumaran et al (1988)
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is characterized by greater risk in transactions and depends upon the service providers
task interactive
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the service quality literature suggests that physical evidence
noise level odors temperature color texture comfortable furnishing
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is concerned with the attributes of the service itself
service quality
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positive customer experience
homogeneity
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three stages in the evaluation of tourim services
pre consumption consumption post consumption
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measure the ability of an individual to monitor and change his or her behavior
self monitoring scale
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are unable to maintain the same service performance
providers
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is the most complex.is very labor intensive and is characterized by the greatest risk in transaction
personal interactive
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tourism services are perishable
perishability
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advantages of self monitoring scale
might decrease employee turnover increase the number og guest service employees to actively sell products increase revenue aid in identifying employees with the ability to adjust their behavior to customer needs
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is easier for the customer to evaluate and understand because it is tangible,both controllable and nin controllable
physical evidence
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may create problem
heterogeneous
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five dimensions in service space
tangibility reliability responsiveness assurance empathy
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is visible to customer
service offering
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Are concerned with the provision of goods and services
tourism and hospitality
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factores affecting service quality in tourism
destination hotel accommodation quality interaction
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are intangible products
services
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differ in their need and requirements
customers
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tourism servies are usually purchased without prior testing of their quality
more difficult to control quality
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different types of customers
homogeneity heterogeneous
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provides people with total psychological experience,is an amalgam of all goods, activities and services offerd to tourist
tourism product
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reliability
ability to perform the required service dependably and accurately service is accomplished on time in the same manner without errors every time
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implies that no element of intangible service is offered with the good the customer receives
pure good
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affords customer’s opportunity to observe the sparkling cleanliness and employees
physical space
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used a modified servqul instrument to measure responses
baker and fesemaler (1997)
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tourism services are sold first and the produced and consumed simultaneously at the same place and time
inseparability of production and consumption
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tangibility
physical facilities equipment appearance of employees
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the level of tourist satisfaction with the same products differs according to
demographic socio economic geographic cultural psychological
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critical for business operations and success demographic,socioeconomic,psychological makeup,the providers skills and willingness to do a good job
consistency
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bethe purchased of tourism services results in the purchae of a bundle of the benefits thorough the experience that is created for the consumer
benefits purchased
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one way to evaluate costumer satisfaction,basis of interactions that take place during the stay
interaction
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tourist judge accommodation based upon seveal considerations
accommodation quality
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must understand customers expectations
employees
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three primary categories of services
maintenance interactive,task interactive,personal interactive
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responsiveness
willingness to help customers provide prompt service respondd to customers requests
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used a modified ____ instrument to measure responses from the three constituencies
servqual
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tourism services cannot be displayed,sampled,tested and evaluated
intangibility
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cover a spectrum of activities related to quality service delivery
processes
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implies that there is no element of physical goods in the service offered
pure service
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assurance
knowledge and courtesy of employees their ability to inspire or to convey trust and confidence
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JW marriotts philosophy about the treatment of employees
take care of your employees, and then they will take care their customers
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a survey instrument that measures service quality
servqual mode
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refere to customers appraisals of the service core,the provider or the entire service organization
service
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is a psychological outcome deriving from an experience
satisfaction
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unique characteristics of tourism,hospitality and leisure travel services
products service offerings intangibility inseparability of production and consumption heterogeneity consistency Perishability none ownership benefits purchased more difficult to control quality evaluation process no warranties or guarantees easy imitation
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three central components to produce a quality service experience
customers employees managament
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in providing service is an important elemnt influencing positive tourist perception of service
competence
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are services that support the provision of direct services
indirect services
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most tourism and hospitality services cannot be patented either
easy imitation
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major components of the tourism destinations
accessibility amenities accommodation attraction activities people must be added as the sixth component
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are created through the performance and activities of the providers during the service encounter
customer experience
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empathy
individual attention caring an effort to understand the customer’s need sensitivity
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tourism product consist
intangible services collection of tangible products psychological experiences