Guestology

Question 1

The science that deals w/ understanding the guest.
Scientific study of their needs, behaviors, and expectations of people in a service environment and how to use that knowledge to optimally manage a service org.

Answer 1

Guestology, Dickson 2010

Question 2

Entails studying the totality of the guest experience from expectations down to reality the results and feedbacks.
knowing guests, clients needs, wants, perceptions and expectations.

Answer 2

Klein, 2014
Guestology

Question 3

What are the concepts of Guestology

Answer 3

Guestology
Integration
Delivery of Systems
Quality Standards

Question 4

concept of guestology that focuses on needs, wants, and perception

Answer 4

Guestology

Question 5

Concept of guestology that focuses on putting all together

Answer 5

Integration

Question 6

Concept of guestology that focuses on cast, setting, and process

Answer 6

Delivery of Systems

Question 7

Concept of guestology that focuses on igniting innovation through technology and service.

Answer 7

Quality Standards

Question 8

who states that “there are still unresolved basic problems and w/ social media around, guest have easy access to flaunt these problems. Thus setting a springboard for other system.

Answer 8

Ekiz et. al (2012)

Question 9

information ecosystem

Answer 9

algorhythms

Question 10

Unresolved basic problems as noted by Ekiz et. al 2012

Answer 10

Rooms
Arrogant and clueless staff
failure to respond
poor delivery
cleanliness
amenities and utilities
billing