introduction

Question 1

to identify the ‘highest quality’

Answer 1

one must first comprehend what ‘quality’ is

Question 2

one of the pioneers ‘quality’ research

Answer 2

Joseph Juran

Question 3

he defined quality as ‘fitness for use’

Answer 3

Joseph Juran

Question 4

high quality service characteristics

Answer 4

treat customers with request
provide prompt assistance
find solutions that actually meet customer needs
communicate clearly and concisely
be honest when things go wrong
focus on customer satisfaction and a sense of care
educate your team members about your business

Question 5

quality is subjective and can have two meanings in technical usage

Answer 5

the characteristics of product or service that satisfy needs
a product or service free of deficiencies

Question 6

the global body for standard formulation

Answer 6

ISO

Question 7

ISO meaning

Answer 7

international organization for standardization

Question 8

can be defined as anything that we can offer to a market for attention, use or consumption that could satisfy a need or want

Answer 8

product

Question 9

refers to any physical objects for which a demand exist

Answer 9

goods

Question 10

service has 4 characteristics

Answer 10

intangible
heterogeneous
inseparable
perishable

Question 11

service cant be touched as they are not physical and can only exist in connection to other things

Answer 11

intangible

Question 12

inconsistent of service due to workface, also when guest likes and dislikes food

Answer 12

heterogeneous

Question 13

the production and consumption cannot be seperated from each other

Answer 13

inseparability

Question 14

service last for a specific time and cannot be stored like a product (like energy )

Answer 14

perishable

Question 15

comparing goods and services

Answer 15

goods - tangible, standardized, production separate from consumption, nonperishable
services - intangible, heterogeneous, simultaneous production and consumption, perishable

Question 16

service product concept

Answer 16

goods and services could not be separated from each other

Question 17

service quality in service provider perspective

Answer 17

the degree to which the service’s features conform to the organization’s specifications and requirements

Question 18

service quality in service user perspective

Answer 18

how well the service meets or exceeds customer expectations

Question 19

five key service dimensions of the servqual model

Answer 19

reliability
assurance
tangibles
empathy
responsiveness

Question 20

relates to the ability to perform the promised service dependably and accurately. The service is performed correctly the first time

Answer 20

reliability

Question 21

the knowledge and courtesy of employees and their ability to convey trust and confidence

Answer 21

assurance

Question 22

the physical facilities, equipment, and appearance of personnel

Answer 22

tangible

Question 23

the caring, individualized attention the firm provides its customers

Answer 23

empathy

Question 24

the willingness to help customers and provide prompt service

Answer 24

responsiveness

Question 25

it is the only hospital company to win (2) Malcolm Baldrige National Quality Awards in 1992 and 1999

Answer 25

Ritz-Carlton company

Question 26

three steps of service (card lists)

Answer 26

Warm and sincere greeting; use of the guest name, if and when possible
Anticipation and compliance with the guest’s needs
Fond farewell; give them a warm goodbye and use their names if and when possible