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?

<p>Specifications, standards, and other measures (C)</p> Signup and view all the answers

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

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

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

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

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

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

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

<p>Intangible, Heterogeneous, Inseparable, Perishable (A)</p> Signup and view all the answers

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

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

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

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

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

<p>Services cannot be inventoried (B)</p> Signup and view all the answers

Based on the text, why are services considered heterogeneous?

<p>Dependence on the workforce which delivers the service (B)</p> Signup and view all the answers

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