QualiServe Midterm Reviewer PDF

QUALITY SERVICE REVIEWER SERVICESCAPE (Service setting/ environment) Comply with needs at the lowest possible cost → Is the actual physcal environment where the act of service → Lowest price for an amenity is performed, delivered, and consumed. → It is the area where th...

QUALITY SERVICE REVIEWER SERVICESCAPE (Service setting/ environment) Comply with needs at the lowest possible cost → Is the actual physcal environment where the act of service → Lowest price for an amenity is performed, delivered, and consumed. → It is the area where the service team and the guest interact. Establish design with less suppervision → Minimizes supervision and costs stores THEME → Use a theme to create a feeling that guests are somehow Three (3) Genereal Response types immersed in another place and time to provide guests  Physiological with extraodinary experiences.  Cognitive  Emotional THEMING → Refers to giving a specific ambiance or programming to ENVIRONMENT an organization’s service setting. Ambient Condition --> Temperature, humidity, air quality, → It uses an overarching concept to create a holistic and smells, sounds, physical comfort, and light integrated organization of the guest experience. Use of Space --> How the equipment and furnishings are THREE (3) COMPONENTS OF THE GUEST EXPERIENCE arranged  Service Product  Service Setting Functional Congruence --> How well something with a functional purpose fits  Service Delivery System Signs - Explicit physical representations of information PRINCIPLES OF DESIGN FOR TOURISM ESTABLISHMENT Symbols - Representational icons Everything should have a purpose. Artifacts - Physical Objects → All areas of the land and spaces that a company occupies should be with function, including natural elements Other people - Individuals within the environment (water areas, plants), forces of nature (wind, sun, rain), and structures (buildings, utility areas, walkways). SERVICESCAPE Perceived service environment The design should be for both employees and guests. → General perception or whole picture → It is essential to consider the physical strengths and weaknesses of the site when planning allocation of the Individual Moderators servicescape. → Guest’s reaction to the perceived servicescape Function and aesthetics should be present Responses to the servicescape  Function refers to the technical aspects of the PHYSIOLOGICAL RESPONSES --> body’s automatic operation reactions  Aesthetics is defined as the concern for the appreciation of beauty COGNITIVE RESPONSES --> How an individual interprets emotions and thinks about the situation Designing for guests and employees  Functionality, beauty, and appeal simultaneously Expectations and the servicescape - Depend on the knowledge  Guest satisfaction and operational profitability the guest brings to the experience Set up an aappropriate experience for the guests and employees Nonverbal cues and communication --> Evoke a cognitive Service Setting holistic view of what an response organization wants guests to experience Outcomes Set up an appropriate experience for guests and employees SERVICESCAPE PERCEPTIONS --> Encourage the guest to → Answers the “why is it there?” stay longer and come again Adhere to technical requirements → To function properly and serve its guests.  STAFFING FOR SERVICE PERSONAL TRAINING --> Teacher and student training Study the Job - Engage with human resource planning Mentoring - One who educates or gives advice Human resource planning - Analyzes the organization’s current human resources capabilities Coaching - Functions between an expert JOB ANALYSIS - Analyzes what type of job is needed to be Apprenticeship - Involves training with an experienced master filled On The Job Training - Where an individual learns the job ENTHUSIASM - Intense or eager pleasure of serving guests through actual experience An Authentic sense of concern for the guests Classroom Lecture - Traditional teach and learn → Service-oriented employees should be cheerful Simulation - Where trainees practice their tasks Recruit a pool of qualified candidates → Defining the required profile Audiovisual presentation - Refers to using materials RECRUITMENT - Process and task of identifying Computer-aided training -->Using computer programs to SELECTION - Process of picking the right candidate guide trainees INTERNAL CANDIDATES Do-It-Yourself (DIY) Training --> Training through modules → These are candidated working within the same organization Motivation - idea that people are driven to achieve their ends. → “Hiring from within” TYPES OF NEEDS EXTERNAL CANDIDATES - Potential Employees SURVIVAL NEEDS - necessities an employee must satisfy SOCIAL NEEDS - employee’s sense of belonging Select the best candidate - Determining who will be hired into the company → FORMAL GROUP (the whole company, the department they joined) Hire the best applicant --> Hire guest-contact employee → INFORMAL GROUP (social group forms without Make the new hire feel welcome --> Job offer is made guidance) Onboarding --> Getting the new employee RECOGNITION NEEDS - desire for praise and attention Turnover --> refers to employees leaving the organization ACHIEVEMENT NEEDS - yerning of employees Retirement --> Stage in life when an employee leaves the TYPES OF REWARDS workforce and lives off savings or source of income FINANCIAL REWARDS - Wages increases TRAINING AND DEVELOPING EMPLOYEES NON-FINANCIAL REWARDS - Symbolic rewards EXTERNAL TRAINING --> Conducted by training orgnizations and consultants with the expertise INTRINSIC AND EXTRINSIC REWARDS INTERNAL (IN-HOUSE) TRAINING --> Done by the department rewards are tangible rewards Intangible CAREER PROGRESSION TRAINING --> Evaluate and plan their future and expand job-related skills ON-THE-SPOT REWARDS - Given to employees who exceed the basic job requirements RESKILLING - Process of learning new skills EMPLOYEE EMPOWERMENT UPSKILLING - Enhancing or upgrading existing skills Empowerment --> Decision-making responsibility Training --> Understand their areas CROSS-SKILLING - Process of learning skills in multiple Willingness --> ready and able to make decisions Measurement --> staff should have goals or standards areas or roles Incentives --> attached to successful performance New services for segments catered to by an existing products of the same genereric need --> ride sharing services Managerial buy-in --> willing to accept empowered competing against taxis in airports or hotels. employees Service extensions --> Inclusion of new items among the DESIGN - Provide more value, efficiency, or enhanced current choics of customers performance Service improvements --> Changes in features or services of Service Delivery System an organization SERVICE DESIGN - planning and organizing an Changw in style --> change in logo desgin, website revision, organization’s resources or the organization’s color scheme. COMPONENTS OF SERVICE DESIGN Service innovation around customers People anyone who creates or uses the service and → happens when the role of the customers is redefined products and those who may be indirectly affected by the or altered. service → Most restaurants offer delivery services to bring the Props artifacts and products needed to perform the food customers want to their homes. service successfully Innovation through a solution firms approach customer Processes Procedures, workflow, or operations employees needs by offering activities perform throughout the service Service innovation through interconnectivity FRONTSTAGE Things that the customers can see → Through the advancement of technology and CHANNELS medium of interactions between digitation, sensors can capture data that can be customers andorganizations transformed to create information and connectivity, which can be used to provide comfort and BACKSTAGE plays a critical part convenience to customers. POLICIES rules and standards Interconnectivity allows the equipment to be accessed TECHNOLOGY AND SYSTEMS Computer programs, electrical equipment METHODS AND TOOLS FOR SERVICE PROCESS SERVICE DESIGN CHARACTERISTICS Affinity Diagram Analytical tool to gather and organize HOLISTIC Service should consider everything information CO-CREATIVE All relevant stakeholders should be Brainstorming method to generate ideas considered and play a role in the service design process Character profiles Supplement the understanding USER-CENTRIC Service should be created for the Blueprinting Illustration of how services will be rendered customers Ethnographic user research support a deeper SEQUENTIAL Products and services should be understanding visualized Experience prototyping simulation of a service to test new EVIDENTIAL Every stakeholder should create a visual service ideas for specific touchpoints expectation Observation method used to identify problems when TYPES OF SERVICE INNOVATIONS users are interacting with a product. Service provision innovation new services firms offer or existing service improvements REDESIGNING SERVICE PROCESSES Fundamental innovations new services not yet offered to the market Review the existing service design --> helps identify problems and then come up with solutions Removal of unecessary steps --> streamline the process by determining parts that are not essential Eliminating bottlenecks → Bottlenecks are steps in the service process where the capacity is slowed down → Suggestions should be made to address the inefficiency, strengthen the capacity, and ensure the flow is smooth throughout the process. Shifting from service design to self-service → Organizations consider self-service an alternative to keep the service process productive and cost- efficient. Redesign of the service process should be carefully studied and tested