QSM Flashcards
The standard of something as measured against other things of a similar kind. The degree of excellence of something.
Quality
The action of helping or doing work for someone
Service
The output of an economic system
Goods and services
Tangible items sold to customers
Goods
Tasks performed for the benefit of the recipients
Service
He reflected in his research the intense competition in the hospitality industry
Content Knutson (1990)
He noted that in the tourist sector, even though the production and distribution of services involve different experiences, the ultimate goal is still to achieve the highest quality possible.
Weiermair (2000)
To determine the “____” one must first understand the concept of “___”
Highest quality, quality
The pioneers in “quality” research who defined quality as “fitness for use”
Joseph Juran
He noted that in the tourism sector, even though the production and distribution of services involve different experiences the ultimate goal is still to achieve the highest quality possible
Weiermair (2000)
To determine the “___” one must first understand the concept of “___”
Highest quality, quality
Dimensions of quality for service products Garvin (1987)
- Performance
- Features
- Reliability
- Conformance
- Durability
- Serviceability
- Aesthetics
- Perceived quality
It refers to a service product’s primary operating characteristics.
Performance
Are dimensions of quality, which are usually cited as secondary aspect of performance
Features
It refers to the ability to perform the promised service product dependably and accurately
Reliability
