Ppt2

Question 1

Latin word of hospitality

Answer 1

Hospice

Question 2

Giving services to guest/strangers

Answer 2

Hospitality

Question 3

Service meaning

Answer 3

The action of helping or doing for someone

Question 4

Father of guestology

Answer 4

Walt Disney(walter elias disney)

Question 5

3 components of the guest experience

Answer 5

1.Service Product
2. Service settings
3. service delivery

Question 6

Who qouted “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.”

Answer 6

Richard branson

Question 7

there are no such things as service industries.

There are only industries whose service components are greater or less than those of other industries.

Everybody is in services.

Answer 7

Theodore levitt

Question 8

A characteristics of the contemporary economy that hospitality organization we’re the first to understand is that for many consumers receiving well made goods or well rendered services may no longer be sufficient

Answer 8

Goods to service to experience

Question 9

Refers to the person-to-person interaction or services of interactions between the customer and the person delivering the service

Answer 9

Service encounters and moments of truth

Question 10

Guest Expectations and meeting expectations

Answer 10

• taste of food
• smell of food
• ambiance
• security
• comfort
• cleanliness
• professional staff.

Hotel employees should anticipate the guest needs and wants during their stay

Question 11

Guest Expectations and meeting expectations

Answer 11

• taste of food
• smell of food
• ambiance
• security
• comfort
• cleanliness
• professional staff.

Hotel employees should anticipate the guest needs and wants during their stay

Question 12

, one of the pioneers in “quality” research, defined quality as “fitness for use”. This means that the concept of quality is variable to the one defining it.

Answer 12

Joseph juran

Question 13

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

Answer 13

Product

Question 14

IHIP characteristics

Answer 14

intangible, heterogenous, inseparable, and perishable

Question 15

Services are ___ in nature

Answer 15

intangible

Question 16

Services are ___ due to their dependence on the workforce which does the act

Answer 16

heterogenous

Question 17

meanwhile means that the production (act of delivery of service staff) and the consumption (guests experience) cannot be separated from each other

Answer 17

Inseparability

Question 18

3 generic strategies

Answer 18

1.the low cost or low-price provider
2. Differentiate
3.market niche or need/gap

Question 19

3 generic strategies

Answer 19

1.the low cost or low-price provider
2. Differentiate
3.market niche or need/gap

Question 20

represents a promise to guest of what the quality and value of experience associated with that brand will offer them, every time and every place they see the brand

Answer 20

Brand image

Question 21

requires the organization to use both effective marketing techniques that reach this best value lowest cost market segment and operating efficiencies that allow it to make money at the low price.

Answer 21

Combining strategies

Question 22

Most companies listen to their customers and then respond to their articulated needs. However, highly creative organizations can create the future for themselves and their industries

Answer 22

Reinventing the industry

Question 23

was an American physicist, engineer, and statistician. He is also known as the father of Statistical Quality Control and also related to the Shewhart cycle

Answer 23

Walter A. Shewhart

Question 24

was an American engineer, statistician, professor. author, lecturer, and management consultant. He championed the work of Walter Shewhart, including statistical process control, operational definitions, and what Deming called the “Shewhart Cycle” which had evolved into Plan- Do-Study-Act (PDSA)

Answer 24

William Edward Deming

Question 25

made many contributions to the field of quality management in his more than 70 active working years. His book, Quality Control Handbook, is a classic reference for quality engineers. He revolutionized the Japanese philosophy on quality management and in no small way worked to help shape Japan’s economy into the industrial leader it is today. Dr. Juran was the first to Incorporate the human aspect of quality management which is referred to as Total Quality Management (TQM

Answer 25

Joseph m juran