Introduction To Quality Service Management In Tourism And Hospitality PDF

INTRODUCTION TO QUALITY SERVICE MANAGEMENT IN TOURISM AND HOSPITALITY QUALITY SERVICE MANAGEMENT 1. Quality service management encompasses a variety of processes used to assess the quality of services according to NATURE OF SERVICES 1. Services are INTANGIBLE. 2. Services are HETEROGENEO...

INTRODUCTION TO QUALITY SERVICE MANAGEMENT IN TOURISM AND HOSPITALITY QUALITY SERVICE MANAGEMENT 1. Quality service management encompasses a variety of processes used to assess the quality of services according to NATURE OF SERVICES 1. Services are INTANGIBLE. 2. Services are HETEROGENEOUS. 3. Services are INSEPARABLE. 4. Services are PERISHABLE. INTANGIBLE Services are 2.intangible in nature. It means that they cannot be touched as they are not physical and can only exist in connection to other things. HETEROGENEOUS Services are 3.heterogeneous due to their dependence on the workforce which does the act. In hospitality, this concept is sometimes referred to as “inconsistency”. 4,INSEPARABLE Means that the production (act of delivery of service staff) and the consumption (guest experience) cannot be separated from each other. PERISHABLE According to Adam Smith (1776) states that the service will “perish in the very instant of its performance, and seldom leave any trace or value behind them for which an equal quantity of services could afterwards be procured. COMPARING GOODS AND SERVICES GOODS SERVICES TANGIBLE INTANGIBLE STANDARDIZED HETEROGENEOUS PRODUCTION SIMULTANEOUSLY SEPARATE FROM PRODUCTION AND CONSUMPTION CONSUMPTION NONPERISHABLE PERISHABLE DIFFERENT TYPES OF SERVICE BAD SERVICE GOOD SERVICE EXCELLENT SERVICE DIMENSIONS OF QUALITY FOR SERVICE PRODUCTS PERFORMANCE FEATURES RELIABILITY CONFORMANCE DURABILITY 5. PERFORMANCE It refers to a service product’s primary operating characteristics. Usually in the hospitality and tourism industry, as we are catering to intangible dominant concepts, performance often means prompt service. 6. FEATURES Features are dimensions of quality which are actually cited as a secondary aspect of performance. They are secondary in such a way that they supplement the basic functioning of a service product. 7. RELIABILITY It refers to the ability to perform the promised service product dependably and accurately. 8.CONFORMANCE This quality dimension means that a service product’s design and characteristics should meet the standard set. 9. DURABILITY This dimension is more detectable in goods rather than in services and it has both technical and economic dimension. Technically, durability can refer to the amount of use before a specific product deteriorates. 10. SERVICEABILITY The sixth dimension of quality, again more inclined toward goods rather than services, is serviceability or the speed, courtesy, competence, and ease of repair. AESTHETICS This dimension, along with the last dimension, are highly subjective. Aesthetics-how a service product is perceived-is clearly a matter of personal judgment. PERCEIVED QUALITY Guests usually do not have a complete guide on a service product’s dimension: unknowingly, they are indirectly measuring and this measurement is the only basis for them to compare brands.