Podcast
Questions and Answers
According to Knutson (1990), what has the intense competition in the hospitality industry led businesses to do?
According to Knutson (1990), what has the intense competition in the hospitality industry led businesses to do?
- Reduce the quality of their services to cut costs
- Merge with other businesses to reduce competition
- Look for ways to differentiate from competition and achieve the highest quality (correct)
- Lower their prices to attract more customers
What did Weiermair (2000) highlight about the tourism sector's goal regarding service production and distribution?
What did Weiermair (2000) highlight about the tourism sector's goal regarding service production and distribution?
- To minimize costs at all levels of service production and distribution
- To provide basic services without considering quality standards
- To achieve the highest quality despite different experiences for tourists and suppliers (correct)
- To focus on increasing profit even if it compromises quality
How does Joseph Juran define quality, based on the provided text?
How does Joseph Juran define quality, based on the provided text?
- As 'fitness for use' (correct)
- As 'maximum profit'
- As 'complexity and innovation'
- As 'lowest possible cost'
What do guests in the tourism and hospitality industry typically use to evaluate quality?
What do guests in the tourism and hospitality industry typically use to evaluate quality?
How is the concept of 'quality' described in relation to guests' perceptions?
How is the concept of 'quality' described in relation to guests' perceptions?
Why is it crucial for quality to be visible, as mentioned in the text?
Why is it crucial for quality to be visible, as mentioned in the text?
What is the definition of quality as per the International Organization for Standardization (ISO)?
What is the definition of quality as per the International Organization for Standardization (ISO)?
Based on the text, what are the IHIP characteristics of services according to Lovelock (1983)?
Based on the text, what are the IHIP characteristics of services according to Lovelock (1983)?
What distinguishes services from goods according to Hill (1999)?
What distinguishes services from goods according to Hill (1999)?
How does Smith (1776) describe the perishability of services?
How does Smith (1776) describe the perishability of services?
What are the implications of services being intangible according to Tangibility Spectrum from Ithaml et al. (2012)?
What are the implications of services being intangible according to Tangibility Spectrum from Ithaml et al. (2012)?
Based on the text, why are services considered heterogeneous?
Based on the text, why are services considered heterogeneous?
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