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Quality Differentiation in Hospitality and Tourism

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Quality Differentiation in Hospitality and Tourism

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Questions and Answers

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?

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?

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?

Specifications, standards, and other measures (C) Signup and view all the answers

How is the concept of 'quality' described in relation to guests' perceptions?

'Beauty is in the eye of the beholder', so is quality (A) Signup and view all the answers

Why is it crucial for quality to be visible, as mentioned in the text?

Guests need to see quality to appreciate it (D) Signup and view all the answers

What is the definition of quality as per the International Organization for Standardization (ISO)?

The ability of a service to meet a given or implied need (D) Signup and view all the answers

Based on the text, what are the IHIP characteristics of services according to Lovelock (1983)?

Intangible, Heterogeneous, Inseparable, Perishable (A) Signup and view all the answers

What distinguishes services from goods according to Hill (1999)?

Demand existence, physical attributes preservation, and established ownership (B) Signup and view all the answers

How does Smith (1776) describe the perishability of services?

Perishing in the very instant of its performance (A) Signup and view all the answers

What are the implications of services being intangible according to Tangibility Spectrum from Ithaml et al. (2012)?

Services cannot be inventoried (B) Signup and view all the answers

Based on the text, why are services considered heterogeneous?

Dependence on the workforce which delivers the service (B) Signup and view all the answers