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問題一覧
1
Are concerned with the provision of goods and services
tourism and hospitality
2
are tangible products
goods
3
are intangible products
services
4
implies that no element of intangible service is offered with the good the customer receives
pure good
5
implies that there is no element of physical goods in the service offered
pure service
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cater directly to tourist needs
direct services
7
are services that support the provision of direct services
indirect services
8
thre primary categories of services by
mills 1986
9
three primary categories of services
maintenance interactive,task interactive,personal interactive
10
simple nature and is characterized by little uncertainty transactions
maintenance interactive
11
is characterized by greater risk in transactions and depends upon the service providers
task interactive
12
is the most complex.is very labor intensive and is characterized by the greatest risk in transaction
personal interactive
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are created through the performance and activities of the providers during the service encounter
customer experience
14
is a psychological outcome deriving from an experience
satisfaction
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is concerned with the attributes of the service itself
service quality
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in providing service is an important elemnt influencing positive tourist perception of service
competence
17
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
18
the tourism service
product
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is visible to customer
service offering
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levels of tourism service offering
care (basic) service expected (actual) service augmented product potential product
21
tourism services cannot be displayed,sampled,tested and evaluated
intangibility
22
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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the vary in standard and quality over time
heterogeneity
24
factors affect the services depending on the service person
moods feelings attitudes knowledge skills
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differ in their need and requirements
customers
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are unable to maintain the same service performance
providers
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may vary significantly
quality service
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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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tourism services are perishable
perishability
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the purchased and consumption of tourism services does not result in the transfer of ownership of these services
none ownership
31
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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tourism servies are usually purchased without prior testing of their quality
more difficult to control quality
33
three stages in the evaluation of tourim services
pre consumption consumption post consumption
34
dissatisfied customers cannot claim any refund for wrong service
no warranties or guarantees
35
most tourism and hospitality services cannot be patented either
easy imitation
36
provides people with total psychological experience,is an amalgam of all goods, activities and services offerd to tourist
tourism product
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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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major components of the tourism destinations
accessibility amenities accommodation attraction activities people must be added as the sixth component
39
tourism product consist
intangible services collection of tangible products psychological experiences
40
the level of tourist satisfaction with the same products differs according to
demographic socio economic geographic cultural psychological
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factores affecting service quality in tourism
destination hotel accommodation quality interaction
42
the geographical location
destination
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can be a tremendous source of satisfaction
hotel
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tourist judge accommodation based upon seveal considerations
accommodation quality
45
one way to evaluate costumer satisfaction,basis of interactions that take place during the stay
interaction
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the service quality literature suggests that physical evidence
noise level odors temperature color texture comfortable furnishing
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three central components to produce a quality service experience
customers employees managament
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different types of customers
homogeneity heterogeneous
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positive customer experience
homogeneity
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may create problem
heterogeneous
51
must understand customers expectations
employees
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used a modified servqul instrument to measure responses
baker and fesemaler (1997)
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used a modified ____ instrument to measure responses from the three constituencies
servqual
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three constituencies
employees managers customers
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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
56
measure the ability of an individual to monitor and change his or her behavior
self monitoring scale
57
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
58
cover a spectrum of activities related to quality service delivery
processes
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significant processes related to quality service delivery
benchmarking continuous quality improvement strategies service evaluation application of technology
60
three factors that management consider before implementing or changing process
customer satisfaction level or expectation organizational culture nature of the transaction
61
is easier for the customer to evaluate and understand because it is tangible,both controllable and nin controllable
physical evidence
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affords customer’s opportunity to observe the sparkling cleanliness and employees
physical space
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refere to customers appraisals of the service core,the provider or the entire service organization
service
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who proposed five principal dimensions?
parasumaran et al (1988)
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a survey instrument that measures service quality
servqual mode
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five dimensions in service space
tangibility reliability responsiveness assurance empathy
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tangibility
physical facilities equipment appearance of employees
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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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responsiveness
willingness to help customers provide prompt service respondd to customers requests
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assurance
knowledge and courtesy of employees their ability to inspire or to convey trust and confidence
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empathy
individual attention caring an effort to understand the customer’s need sensitivity
72
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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two types of perceived quality
expected quality and experienced quality
74
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