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Questions and Answers
What is the definition of quality according to Joseph Juran?
Which characteristic is NOT one of the IHIP features of services?
What does the reliability dimension of quality service products refer to?
Which of the following statements about goods is true?
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Which dimension of quality service products pertains to the basic functioning supplement of a service product?
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What challenges do businesses in the hospitality industry face due to intense competition?
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What does the serviceability dimension of quality service products include?
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Which of the following correctly describes characteristics of services compared to goods?
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Who is recognized as the Father of Statistical Quality Control?
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Which quality management approach was first associated with incorporating human aspects into quality?
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What is the primary focus of the Gap Model developed by Parasuraman, Zeithaml, and Berry?
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What concept did Armand V. Feigenbaum introduce that influenced Total Quality Management?
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What significant addition to the marketing mix did Mary Jo Bitner and Bernard H. Booms propose?
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Study Notes
Importance of Quality in Tourism and Hospitality
- Establishing quality is crucial for attracting patrons in the tourism and hospitality industry.
- Intense competition drives businesses to differentiate themselves through high quality services.
- Achieving the highest quality is the ultimate goal for both tourists and suppliers.
Definition of Quality
- Joseph Juran defines quality as “fitness for use.”
- The International Organization of Standardization (ISO) describes quality as the totality of features and characteristics that meet a given need.
Goods vs. Services
- Goods: Physical objects with established ownership and preserved attributes (Hill, 1999).
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Services: Involve experiences with four IHIP characteristics:
- Intangible: Cannot be physically touched.
- Heterogeneous: Inconsistent or variable.
- Inseparable: Service cannot be separated from the service provider.
- Perishable: Services cannot be stored or inventoried.
Dimensions of Quality Service Products
- Performance: Primary operating characteristics of a service.
- Features: Additional attributes that enhance basic service functionality.
- Reliability: Ability to perform the promised service accurately.
- Conformance: Adherence to design standards and characteristics.
- Durability: Longevity of service before deterioration.
- Serviceability: Time, courtesy, competence, and ease of repair.
- Aesthetics: Personal judgment on service perception.
- Perceived Quality: Indirect measurements that compare brands.
Notable Figures in Service Quality
- Walter A. Shewhart: Introduced Statistical Quality Control and the Shewhart cycle.
- William Edwards Deming: Developed the Shewhart cycle, known today as Plan-Do-Study-Act (PDSA).
- Joseph M. Juran: Introduced the human aspect of quality, known as Total Quality Management (TQM).
- Philip B. Crosby: Created the Zero Defects program.
- Armand V. Feigenbaum: Developed Total Quality Control (TQC), precursor to TQM.
- Kaoru Ishikawa: Known for “after-sale service” and the fishbone diagram to analyze cause and effect.
- Genichi Taguchi: Applied statistical methods to improve product quality.
Contributions to Services Marketing and Management
- James H. Donnelly: Explored differences in marketing channels for services.
- Parasuraman, Zeithaml, and Berry: Developed the Gap Model for evaluating service quality.
- Bitner and Booms: Expanded marketing mix to include process, people, and physical evidence.
- Christopher Lovelock: Conducted service marketing case studies.
- Theodore Levitt: Emphasized customer retention over mere profitability.
- Walt Disney: Promoted teamwork among service providers.
- Bruce Laval: Introduced concepts around "guestology" and understanding the guest perspective.
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Description
This quiz explores the significance of quality in the tourism and hospitality industry, highlighting how it attracts patrons and sets businesses apart in a competitive market. It delves into the definitions of quality by experts and differentiates between goods and services, focusing on the unique characteristics of services.
