QSMTH

Question 1

means everyone can operate the same business or sell the same products—so competition is high, and consumers have a lot of choices.

Answer 1

free trade market

Question 2

These are businesses that focus on selling a physical product. In hospitality and tourism, this could be hotels (rooms as a product), airlines (seats as a product), or restaurants (food as a product).

Answer 2

Producers (Product-Based Businesses)

Question 3

These are businesses that focus on the experience and delivery of the product. For example, travel agencies, tour guides, and online booking platforms don’t create the actual product but connect customers to the experience.

Answer 3

Distributors (Service-Based Businesses)

Question 4

one of the pioneers in “quality research, defined quality as “fitness for use.

Answer 4

Joseph Juran

Question 5

ISO

Answer 5

International Organization for Standardization

Question 6

These are intangible offerings that people pay for, and they have four main characteristics, known as IHIP

Answer 6

Intangible
Heterogeneous
Inseparable
Perishable

Question 7

8 DIMENSION OF QUALITY SERVICE FOR PRODUCT (Garvin, 1987)

Answer 7

1. Performance
2. Features
3. Reliability
4. Conformance
5. Durability
6. Serviceability
7. Aesthetics
8. Perceived Quality

Question 8

Notable People in Service Quality

Answer 8

1 . Walter A. Shewhart
2. William Edwards Deming
3. Joseph M. Juran
4. Philip B. Crosby
5. Armand V. Feigenbaum
6. Kaoru Ishikawa
7. Genichi Taguchi

Question 9

In services marketing and management, the following have made significant contributions noteworthy to be recognized:

Answer 9

1. James H. Donnelly
2. A. “Parsu” Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry
3. Mary Jo Bitner and Bernard H. Booms
4. Christopher Lovelock
5. Theodore Levitt
6. Walt Disney
7. Bruce Laval