Podcast
Questions and Answers
What is the most crucial aspect to ensure in service situations due to the circumstances leading to the need for services?
What is the most crucial aspect to ensure in service situations due to the circumstances leading to the need for services?
No two guest experiences are exactly alike.
No two guest experiences are exactly alike.
True
What is the intangible part of a transaction relationship that creates value between a provider organization and its customers?
What is the intangible part of a transaction relationship that creates value between a provider organization and its customers?
Service
A Service Delivery System consists of an inanimate technology part and a __________ part.
A Service Delivery System consists of an inanimate technology part and a __________ part.
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Which of the following factors is NOT a component of guest experience?
Which of the following factors is NOT a component of guest experience?
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What is an effective strategy for improving service delivery in a firm?
What is an effective strategy for improving service delivery in a firm?
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Match the components of the guest experience with their descriptions:
Match the components of the guest experience with their descriptions:
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Meeting increased competition means that hospitality organizations can afford to ignore guest expectations.
Meeting increased competition means that hospitality organizations can afford to ignore guest expectations.
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Providing employees with feedback and recognition does not contribute to their motivation.
Providing employees with feedback and recognition does not contribute to their motivation.
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Who are considered internal customers in an organization?
Who are considered internal customers in an organization?
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What is a key aspect of service quality related to staff?
What is a key aspect of service quality related to staff?
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To treat co-workers and customers with courtesy, ________ is essential.
To treat co-workers and customers with courtesy, ________ is essential.
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Match the following elements with their descriptions:
Match the following elements with their descriptions:
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Which of the following best describes a characteristic of employees who are happier in their work?
Which of the following best describes a characteristic of employees who are happier in their work?
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Higher wages are not an important factor in attracting better job applicants.
Higher wages are not an important factor in attracting better job applicants.
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What approach should management take to ensure teams are steered towards success?
What approach should management take to ensure teams are steered towards success?
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What is the primary purpose of the service environment?
What is the primary purpose of the service environment?
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The servicescape has no impact on buyer behavior.
The servicescape has no impact on buyer behavior.
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What are the two main emotional dimensions described in the text that affect attention to the servicescape?
What are the two main emotional dimensions described in the text that affect attention to the servicescape?
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The servicescape uses ________, textures, sounds, scents, and spatial design to enhance the desired service experience.
The servicescape uses ________, textures, sounds, scents, and spatial design to enhance the desired service experience.
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Match the following terms with their definitions:
Match the following terms with their definitions:
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Which of the following is a key way the servicescape acts as a message-creating medium?
Which of the following is a key way the servicescape acts as a message-creating medium?
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High levels of cognitive processes can trigger a complex emotional response in customers.
High levels of cognitive processes can trigger a complex emotional response in customers.
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Name one company mentioned that effectively uses servicescape to enhance its value proposition.
Name one company mentioned that effectively uses servicescape to enhance its value proposition.
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Study Notes
Quality Service Management
- Quality is defined as customer satisfaction and fitness for use
- Total Quality Management (TQM) is a comprehensive approach to improving product/service quality across an organization
- Customers encompass anyone impacted by an organization's products or processes (guests, clients, passengers, etc.)
- External customers are end-users and intermediate processors
- Internal customers are other divisions of the company that receive a processed product
- Product is the output of the organization's process (goods, software, or services)
- Customer satisfaction is achieved through product features (design, performance, reliability,), service features (accuracy, timeliness, friendliness, and knowledge), and freedom from deficiencies (consistency)
- Quality is needed due to increasing competition and changing customer needs and product mixes
- Quality is defined by each person's perspective which may include perfection, consistency, waste elimination, speed of delivery, and compliance
- Internal and process levels of quality must meet customer expectations
- Technical quality refers to how the service is done while functional quality refers to how satisfied the customer is by the quality.
- Customer expectations and experiences significantly impact their satisfaction with a service
- Gurus like Shewhart, Deming, Juran, Feigenbaum, and Crosby have contributed to understanding quality
Meeting Guest Expectations
- Operational strategies are essential for determining the best way to compete
- Operational efficiency is performing tasks well, while strategy is a plan for competing in the market
- Operations strategy ensures all tasks are the right tasks
- Developing business strategies involves factors such as mission, environmental scanning to analyze the market, and identification of core competencies (unique strengths) to gain a competitive edge
- Operations strategies involve the design and management of operations functions by focusing on particular competitive priorities like cost, quality, time, and flexibility
Crafting the Service Environment/Servicescape
- Service environments affect buyer behavior and help organizations create a unique image and positioning
- Service environments create messages to communicate the quality and nature of the service experience
- They attract customers by making the service offering stand out from competitors
- The service environment enhances the desired service experience using features like colors, textures, sounds, and spatial layout
- Service environments are a core part of value propositions, influencing emotions and responses by customers/employees.
- The Mehrabian-Russell Stimulus-Response Model and the Russell Model of Affect highlight the importance of emotions and feelings in customer responses
- Color, music, and aromas are examples of environmental aspects that influence customer perceptions and behaviors
- A service delivery system involves both technology (organization and information systems, and processes) and people (frontline staff)
- Customers have a wide range of reactions to the service environment that are influenced by the environmental factors
Staffing / Managing People for Service Advantage
- Staffing is a critical part of managing people in service operations
- Service staff are critical to successful service marketing
- Frontline employees are important drivers of customer loyalty because they anticipate needs, customize service, build personalized relationships, and are a critical part of the service delivery process
- Boundary spanners (frontline employees) link organizations to the outside world, facing role stress from multiple competing pressures
- The cycle of failure and mediocrity and success includes employee dissatisfaction, low profit margins due to high turnover, repeated emphasizing of attracting new customers, costs of short-sighted policies and service sabotage
Organizational Culture and Service Quality
- Organizational culture is a system of shared meanings and values among its members
- Strong cultures are related to greater organizational effectiveness due to involvement, consistency, adaptability, and well-defined missions
- There are four prevalent culture types: clan, hierarchy, adhocracy, and market cultures. Each possesses different values and priorities.
- Certain artifacts such as stories, rituals, ceremonies, language and organizational structure, shape the culture. Organizational culture has a critical impact on achieving organizational success.
- The Philippines has a unique organizational culture with values like Kaugnayan (identity), Karangalan (pride), and Katapatan (commitment), which emphasize paternalism and personalism and familism.
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Description
This quiz covers the fundamental concepts of Quality Service Management, focusing on customer satisfaction, Total Quality Management (TQM), and the roles of internal and external customers. Understand how product features and service characteristics contribute to quality perceptions and the importance of maintaining quality in a competitive landscape.
