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Quality Service Management
74問 • 1年前
  • Sheena Tambis
    • 通報

    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

  • 6

    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

  • 13

    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

  • 15

    is concerned with the attributes of the service itself

    service quality

  • 16

    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

  • 19

    is visible to customer

    service offering

  • 20

    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

  • 23

    the vary in standard and quality over time

    heterogeneity

  • 24

    factors affect the services depending on the service person

    moods feelings attitudes knowledge skills

  • 25

    differ in their need and requirements

    customers

  • 26

    are unable to maintain the same service performance

    providers

  • 27

    may vary significantly

    quality service

  • 28

    critical for business operations and success demographic,socioeconomic,psychological makeup,the providers skills and willingness to do a good job

    consistency

  • 29

    tourism services are perishable

    perishability

  • 30

    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

  • 32

    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

  • 37

    is a geographical or unit visited by a tourist like village,town or city,island,country and region

    tourism destination

  • 38

    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

  • 41

    factores affecting service quality in tourism

    destination hotel accommodation quality interaction

  • 42

    the geographical location

    destination

  • 43

    can be a tremendous source of satisfaction

    hotel

  • 44

    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

  • 46

    the service quality literature suggests that physical evidence

    noise level odors temperature color texture comfortable furnishing

  • 47

    three central components to produce a quality service experience

    customers employees managament

  • 48

    different types of customers

    homogeneity heterogeneous

  • 49

    positive customer experience

    homogeneity

  • 50

    may create problem

    heterogeneous

  • 51

    must understand customers expectations

    employees

  • 52

    used a modified servqul instrument to measure responses

    baker and fesemaler (1997)

  • 53

    used a modified ____ instrument to measure responses from the three constituencies

    servqual

  • 54

    three constituencies

    employees managers customers

  • 55

    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

  • 59

    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

  • 62

    affords customer’s opportunity to observe the sparkling cleanliness and employees

    physical space

  • 63

    refere to customers appraisals of the service core,the provider or the entire service organization

    service

  • 64

    who proposed five principal dimensions?

    parasumaran et al (1988)

  • 65

    a survey instrument that measures service quality

    servqual mode

  • 66

    five dimensions in service space

    tangibility reliability responsiveness assurance empathy

  • 67

    tangibility

    physical facilities equipment appearance of employees

  • 68

    reliability

    ability to perform the required service dependably and accurately service is accomplished on time in the same manner without errors every time

  • 69

    responsiveness

    willingness to help customers provide prompt service respondd to customers requests

  • 70

    assurance

    knowledge and courtesy of employees their ability to inspire or to convey trust and confidence

  • 71

    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)

  • 73

    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

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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

  • 6

    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

  • 13

    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

  • 15

    is concerned with the attributes of the service itself

    service quality

  • 16

    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

  • 19

    is visible to customer

    service offering

  • 20

    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

  • 23

    the vary in standard and quality over time

    heterogeneity

  • 24

    factors affect the services depending on the service person

    moods feelings attitudes knowledge skills

  • 25

    differ in their need and requirements

    customers

  • 26

    are unable to maintain the same service performance

    providers

  • 27

    may vary significantly

    quality service

  • 28

    critical for business operations and success demographic,socioeconomic,psychological makeup,the providers skills and willingness to do a good job

    consistency

  • 29

    tourism services are perishable

    perishability

  • 30

    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

  • 32

    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

  • 37

    is a geographical or unit visited by a tourist like village,town or city,island,country and region

    tourism destination

  • 38

    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

  • 41

    factores affecting service quality in tourism

    destination hotel accommodation quality interaction

  • 42

    the geographical location

    destination

  • 43

    can be a tremendous source of satisfaction

    hotel

  • 44

    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

  • 46

    the service quality literature suggests that physical evidence

    noise level odors temperature color texture comfortable furnishing

  • 47

    three central components to produce a quality service experience

    customers employees managament

  • 48

    different types of customers

    homogeneity heterogeneous

  • 49

    positive customer experience

    homogeneity

  • 50

    may create problem

    heterogeneous

  • 51

    must understand customers expectations

    employees

  • 52

    used a modified servqul instrument to measure responses

    baker and fesemaler (1997)

  • 53

    used a modified ____ instrument to measure responses from the three constituencies

    servqual

  • 54

    three constituencies

    employees managers customers

  • 55

    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

  • 59

    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

  • 62

    affords customer’s opportunity to observe the sparkling cleanliness and employees

    physical space

  • 63

    refere to customers appraisals of the service core,the provider or the entire service organization

    service

  • 64

    who proposed five principal dimensions?

    parasumaran et al (1988)

  • 65

    a survey instrument that measures service quality

    servqual mode

  • 66

    five dimensions in service space

    tangibility reliability responsiveness assurance empathy

  • 67

    tangibility

    physical facilities equipment appearance of employees

  • 68

    reliability

    ability to perform the required service dependably and accurately service is accomplished on time in the same manner without errors every time

  • 69

    responsiveness

    willingness to help customers provide prompt service respondd to customers requests

  • 70

    assurance

    knowledge and courtesy of employees their ability to inspire or to convey trust and confidence

  • 71

    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)

  • 73

    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