8/18/2019 QSM Session 2

http://slidepdf.com/reader/full/qsm-session-2 1/13

Quality ServiceManagement

Lecture 2

8/18/2019 QSM Session 2

http://slidepdf.com/reader/full/qsm-session-2 2/13

 The Basics of Wow!

 The Guest Knows Best

8/18/2019 QSM Session 2

http://slidepdf.com/reader/full/qsm-session-2 3/13

Learning Objective The Important dierences between maing

products and serving guests"

 The importance of meeting the hospita#it$guest%s e&pectations"

 The importance of the 'oment of Truth (

guest e&perience"

 The components of the guest e&perience" The de)nition of service *ua#it$ and service

va#ue in the hospita#it$ )e#d"

 The reasons wh$ +it a## starts with the guest",

8/18/2019 QSM Session 2

http://slidepdf.com/reader/full/qsm-session-2 4/13

Important dierences between

maing products and serving guestsProducts Services

'anufacturer recti)es the defect and satisf$ the customer-nsatisfactor$ .ervice / Guest 0i

8/18/2019 QSM Session 2

http://slidepdf.com/reader/full/qsm-session-2 5/13

 The importance of meeting the

hospita#it$ guest%s e&pectations"Service quality Service value

.pecia# meaning in theservices )e#d1

 The dierence between

the service that thecustomer e&pects to getand the service that thecustomer actua##$receives"

 The re#ationship of the*ua#it$ of the service to itscost or service *ua#it$divided b$ cost of service"

8/18/2019 QSM Session 2

http://slidepdf.com/reader/full/qsm-session-2 6/13

Who 0ecides3

service quality andservice value  arede)ned not b$managers auditors orrating organi4ations

 The$ are de)ned entire#$in the mind of the guest"

Websites #ie Tripadvisorare so successfu# becausethe$ co##ect and ana#$sewhether the quality and

value of the servicethey experienced mettheir expectations

8/18/2019 QSM Session 2

http://slidepdf.com/reader/full/qsm-session-2 7/13

Guesto#og$5ustomer6guests are to the e&tent possib#e

studied scienti)ca##$ 7the 6o#og$ inguesto#og$8"

Guests% behaviors within the hospita#it$organi4ation are carefu##$ observed"

 Their wants needs capabi#ities and

e&pectations regarding the hospita#it$ gueste&perience are determined"

Bruce Lava# 6 The Wa#t 0isne$

8/18/2019 QSM Session 2

http://slidepdf.com/reader/full/qsm-session-2 8/13

What is .tudied in Guesto#og$service product

8/18/2019 QSM Session 2

http://slidepdf.com/reader/full/qsm-session-2 9/13

Service?

8/18/2019 QSM Session 2

http://slidepdf.com/reader/full/qsm-session-2 10/13

Service product?

'i&ture of tangib#e and intangib#e e#ements

8/18/2019 QSM Session 2

http://slidepdf.com/reader/full/qsm-session-2 11/13

Service settingsservice environment or service scape

8/18/2019 QSM Session 2

http://slidepdf.com/reader/full/qsm-session-2 12/13

Service delivery9ow we oer the service

8/18/2019 QSM Session 2

http://slidepdf.com/reader/full/qsm-session-2 13/13