Podcast
Questions and Answers
What characteristic of tourism products indicates that they cannot be stored?
What characteristic of tourism products indicates that they cannot be stored?
- Intangibility
- Heterogeneity
- Aggregability
- Limited life-span (correct)
Which aspect of tourism products refers to the difficulty of maintaining consistent quality across different services?
Which aspect of tourism products refers to the difficulty of maintaining consistent quality across different services?
- Intangibility
- Limited life-span
- Aggregability
- Heterogeneity (correct)
Why is it important to respect customer diversity in service quality?
Why is it important to respect customer diversity in service quality?
- It reflects professionalism which is universally appreciated.
- It advocates treating every customer as an individual. (correct)
- It enhances technological efficiency of service.
- It ensures uniformity in customer service.
What is one principle to improve cross-cultural customer interactions?
What is one principle to improve cross-cultural customer interactions?
What should businesses seek to acquire to better serve their diverse clientele?
What should businesses seek to acquire to better serve their diverse clientele?
Which characteristic of tourism products emphasizes their non-physical nature?
Which characteristic of tourism products emphasizes their non-physical nature?
What is a common mistake in understanding customer service across different cultures?
What is a common mistake in understanding customer service across different cultures?
What is essential for customer service representatives to effectively assist diverse customers?
What is essential for customer service representatives to effectively assist diverse customers?
What is the first step in deciding what to do today if there is no prior list?
What is the first step in deciding what to do today if there is no prior list?
What is meant by 'diverge' in the context of processing emails?
What is meant by 'diverge' in the context of processing emails?
How should one effectively run a meeting?
How should one effectively run a meeting?
What is the purpose of using a mind map?
What is the purpose of using a mind map?
When reflecting on daily activities, which approach should be taken?
When reflecting on daily activities, which approach should be taken?
What does it mean to 'converge' in decision-making processes?
What does it mean to 'converge' in decision-making processes?
Which example illustrates the process of exploring options before making a choice?
Which example illustrates the process of exploring options before making a choice?
What is suggested to develop personal taste in media?
What is suggested to develop personal taste in media?
Which component of quality refers to the actual outcome of the service encounter?
Which component of quality refers to the actual outcome of the service encounter?
In Deming's definition of quality, what does 'value-led' quality focus on?
In Deming's definition of quality, what does 'value-led' quality focus on?
Which of the following is NOT one of the determinants of service quality proposed by Parasuraman et al.?
Which of the following is NOT one of the determinants of service quality proposed by Parasuraman et al.?
What does 'interactive quality' primarily involve?
What does 'interactive quality' primarily involve?
Which determinant of quality refers to the organization’s image as perceived by consumers?
Which determinant of quality refers to the organization’s image as perceived by consumers?
Which quality management approach is characterized as proactive?
Which quality management approach is characterized as proactive?
What is primarily assessed to begin the process of systemic service change?
What is primarily assessed to begin the process of systemic service change?
Which of the following dimensions includes the state of buildings and equipment?
Which of the following dimensions includes the state of buildings and equipment?
What is a critical role of customer service in an organization?
What is a critical role of customer service in an organization?
Which aspect is NOT essential when defining customer service in an organization?
Which aspect is NOT essential when defining customer service in an organization?
What should be established to gauge customer satisfaction and loyalty effectively?
What should be established to gauge customer satisfaction and loyalty effectively?
What does a robust value proposition for customers provide?
What does a robust value proposition for customers provide?
What is NOT a part of the customer relationship process?
What is NOT a part of the customer relationship process?
How can organizations uncover potential positive defining moments for customers?
How can organizations uncover potential positive defining moments for customers?
What does the term 'intangible' mean in the context of services?
What does the term 'intangible' mean in the context of services?
What is the primary purpose of training in customer service?
What is the primary purpose of training in customer service?
Which of the following represents a challenge in ensuring service quality?
Which of the following represents a challenge in ensuring service quality?
Why is service quality difficult to improve?
Why is service quality difficult to improve?
Which of the following describes 'perishability' in services?
Which of the following describes 'perishability' in services?
What is meant by 'heterogeneity' in the context of service delivery?
What is meant by 'heterogeneity' in the context of service delivery?
Which approach to defining quality focuses on customer satisfaction?
Which approach to defining quality focuses on customer satisfaction?
The empowerment of frontline staff is necessary for what aspect of service?
The empowerment of frontline staff is necessary for what aspect of service?
Which of the following is NOT an obstacle to service quality improvements?
Which of the following is NOT an obstacle to service quality improvements?
In a service context, what does the term 'market and customer focus' refer to?
In a service context, what does the term 'market and customer focus' refer to?
Flashcards are hidden until you start studying
Study Notes
Characteristics of Tourism Products
- Tourism products are primarily services and largely intangible despite having tangible elements.
- These products have a limited life-span; they cannot be stored, leading to potential waste if not consumed as planned.
- Tourism products can be formed by aggregating multiple offerings, complicating commercialization and quality control.
- Heterogeneity is a challenge as maintaining service excellence across all phases can be difficult due to aggregability.
Cross-Cultural Issues in Service Quality
- Globalization has increased cultural diversity, requiring businesses to adapt their customer service strategies.
- E-commerce allows businesses to receive orders from diverse geographical locations.
- Respecting customer diversity goes beyond basic courtesy, necessitating an understanding of varying cultural perceptions of professionalism.
- Key principles for improving cross-cultural interactions include recognizing customer diversity, seeking culture-specific knowledge, and actively listening.
Global Marketing Strategy: Standardization vs. Adaptation
- Service industries often involve inseparability, where creation and consumption occur simultaneously.
- Intangibility poses challenges in describing services to consumers and demonstrating their value.
- Service perishability indicates that services cannot be stored for later use.
- Heterogeneity suggests services are often inconsistent and difficult to replicate exactly.
Obstacles to Service Quality Improvements
- Lack of visibility into service quality issues complicates problem identification.
- Accountability for service quality can be challenging, as perceptions depend on the entire service delivery experience.
- Improving service quality often requires significant time and effort.
- Delivery uncertainties arise from the unpredictability of individuals involved in service provision.
Attaining Service Quality
- Achieving quality requires a focus on market and customer needs, staff empowerment, motivated training, and a clear quality vision.
Definition of Quality
- Quality is subjective and varies among individuals; defining it is essential for improvement efforts.
- Five categories of quality:
- Transcendent: Quality as innate excellence.
- Product-led: Quality defined by product features.
- Process/supply-led: Quality as conformity to requirements.
- Customer-led: Quality defined by customer satisfaction.
- Value-led: Quality based on cost-effectiveness and meeting requirements.
Determinants of Quality
- Quality is multi-dimensional and includes:
- Technical quality of outcomes from service encounters.
- Functional quality relating to provider and recipient interactions.
- Corporate image shaping customer perceptions of the service organization.
- Lehtinen and Lehtinen identify three dimensions of service quality:
- Physical quality (condition of facilities),
- Corporate quality (organizational image),
- Interactive quality (quality of personnel interactions with customers).
Conceptual Service Quality Models
- Approaches to service quality management include passive/reactive and strategic/proactive methods.
- Systemic changes must focus on measurable and tangible outcomes, alongside a clear assessment of the current customer experience.
Impact of People, Process, and Physical Evidence on Service Quality
- The tourism and hospitality sectors face unique challenges like heterogeneity, service perishability, and intangibility, necessitating a thorough marketing mix.
- "People" are crucial to service quality; the right personnel enhance product/service support.
- Customer contact staff (frontline employees) play a significant role in delivering quality service.
- Service personnel can be classified as labor-intensive (providing personalized services) or equipment-based (utilizing automated systems).
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
