30 Questions
What is the main reason for hotels and resorts to conduct market segmentation?
To develop target segments
How do guests usually measure perceived quality of service products?
By tangibly and intangibly gauging aspects of the service
What is considered a critical aspect for gauging a tour experience?
Tangible and intangible aspects of the tour package
Why do some brands ship from outside the country according to the text?
To maintain service quality and deliver value promised to guests
What is considered the most prized possession of corporate reputation according to the text?
Perceived quality
Who is known as the Father of Statistical Quality Control in the text?
Walter A. Shewhart
Which characteristics of services did Booms identify in the 'crawling out' stage?
Intangibility, inseparability, heterogeneity, and perishability
What did Christopher Lovelock add to the original marketing mix to make it more appropriate for services?
People, process, and physical evidence
What did Theodore Levitt propose as the corporate purpose in 1983?
To create and keep a customer
What term did Bruce Laval conceptualize to view service quality in the tourism and hospitality industry?
Guestology and GPOV
What did Walt Disney and the Disney Company refer to service providers as?
"Cast members"
Which academic field was Theodore Levitt associated with?
Economics
What is guestology according to Dickson (2010)?
The study of guest behaviors, needs, and expectations in a service environment
According to Klein (2014), what does guestology focus on?
Understanding guests' needs and wants, perceptions, and expectations
Why is it important for companies to inquire from their customers about their expectations?
To collect data for internal research
What does the term 'guest experience' encompass according to the text?
Everything from guest expectations to feedback
In the context of guestology, why is it crucial to identify the actual needs and wants of guests?
To effectively manage a service organization
How does Bruce Laval contribute to the field of guestology?
By introducing the concept of guestology as a science
Who championed the work of Walter Shewhart and introduced the 'Shewhart cycle'?
Joseph M. Juran
Which quality management expert was credited with a 25% reduction in the overall rejection rate?
Philip B. Crosby
Who devised the concept of Total Quality Control that later inspired Total Quality Management?
Armand V. Feigenbaum
Which expert is known for incorporating the human aspect into quality management, leading to Total Quality Management (TQM)?
Joseph M. Juran
Who is notable for rejuvenating the norm in the workplace and emphasizing that quality should not stop at reinventing a product alone?
Kaoru Ishikawa
'Quality Control Handbook' is a classic reference authored by which quality management expert?
Joseph M. Juran
Who is credited with inventing the 'Ishikawa' or 'fishbone' diagram?
Genichi Taguchi
Which methodology did Genichi Taguchi develop to improve the quality of manufactured goods?
Taguchi Methods
Who were the authors behind the 'gaps model' of service quality?
James H. Donnelly, Valarie A. Zeithaml, Leonard L. Berry
What concept did James H. Donnelly highlight in his works related to services marketing?
Marketing channels for services vs. physical goods
Which individual is known for reinventing the concept of customer service and introducing after-sale service and warranty?
Genichi Taguchi
Who made significant contributions in assessing quality in services through the 'gaps model' approach?
James H. Donnelly, Valarie A. Zeithaml, Leonard L. Berry
Explore the contributions of Genichi Taguchi in the field of quality management, including concepts such as after-sale service, warranty, and the 'Ishikawa' diagram. Learn about his innovative approach to improving quality in operations.
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