Chapter 4: Quality Management and Service Controlling

Question 1

Define Quality

Answer 1

Degree to which product/ service meets expectations and requirements

Question 2

What are the 2 different Quality Concepts?

Answer 2

Objective quality: measurable/quantifiable aspects of service
Subjective quality: customers perceptions influenced by emotions, experiences and preferences

Question 3

What are 8 principles of quality management?

Answer 3

1) Customer orientation
2) Management Accountability
3) Involvement of those involved
4) Process-oriented approach
5) System-oriented management approach
6) Continuous improvement
7) Fact-based decision
8) Supplier relationship for mutual benefits

Question 4

What are “hard” and “soft” service standards?

Answer 4

Hard service standards: rooms cleaned, fast front desk response
Soft service standards: warm greetings, friendly

Question 5

What are positive impacts of improving quality of service?

Answer 5

Enhanced customer satisfaction
Positive word-of-mouth
Competitive advantage
Higher revenue/profit
Reduced costs
Stronger brand reputation