Term
| The service culture focuses on _______ and _________ customers |
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Definition
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Term
| Creation of a service culture has to start with top _____________ and flow down |
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Definition
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Term
four service characteristics:
1. ___________: services cannot be seen, tasted, felt, heard, or smelled before purchase
2. ___________: services cannot be separated from their providers
3. ___________: quality of services depends on who provides them and when, where, and how
4. ___________: services cannot be stored for later sale or use |
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Definition
| intangibility, inseparability, variability, perishability |
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Term
| Unlike physical products, services cannot be seen, tasted, felt, heard, or smelled before they are purchased. In the hospitality and travel industry, many of the products sold are _____________ experiences |
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Definition
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Term
| ____________, such as the condition of the grounds and the overall cleanliness of an establishment, provide signals as to the quality of the intangible service |
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Definition
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Term
| In most hospitality services, both the service _________ and ___________ must be present for the transaction to occur |
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Definition
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Term
| Managers must manage ____________ so they do not create dissatisfaction for others. |
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Definition
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Term
| Another implication of inseparability is that customers and employees must understand the service delivery system because they are ____________ the service. |
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Definition
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Term
| Customer coproduction means organizations must _______, ________, and __________ customers. |
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Definition
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Term
| The benefits of a guest becoming an "employee" because of coproduction include increased _________, ______________, and reduced ______________ time. |
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Definition
| value, customization, waiting |
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Term
| Services are highly ________. Their quality depends on who provides them and when they are provided. |
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Definition
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Term
| Several causes of service variability include simultaneous production and ___________, fluctuating _________, and the ________ of the service provider |
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Definition
| consumption, demand, skill |
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Term
| __________, or lack of consistency in the product, is a major cause of customer disappointment in the hospitality industry. |
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Definition
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Term
Three steps hospitality firms can take to reduce variability and create consistency:
a. invest in good ________ and _________ procedures.
b. _____________ the service performance process throughout the organization.
c. monitor customer _____________. |
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Definition
hiring, training
standardize
satisfaction |
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Term
| Revenue lost from not selling hotel rooms or filling restaurant seats is gone forever. Therefore, it can be said that services are ___________. |
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Definition
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Term
The service-profit chain connects service firm profits with employee and customer satisfaction. It consists of five links:
a. Healthy service _______ and _________
b. satisfied and loyal ____________
c. Greater service ____________
d. Satisfied and productive service _______________
e. Internal service ______________ |
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Definition
profits, growth
customers
value
employees
quality |
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Term
| ___________ marketing means that the service firm must effectively train and motivate its customer-contact employees and all the supporting service people to work as a team to provide customer satisfaction |
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Definition
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Term
| __________ marketing means that perceived service quality depends heavily on the quality of the buyer-seller interaction during the service encounter |
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Definition
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Term
| Service companies face the task of increasing three major marketing areas: their competitive ____________, ________ quality, and ___________. |
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Definition
| differentiation, service, productivity |
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Term
| Service companies can differentiate their service delivery in three ways: through ___________, physical _____________, and ___________. |
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Definition
| people, environment, process |
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Term
| Customer ___________ is perhaps the bdst measure of quality, as it is dependent on how consistently a service firm delivers value |
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Definition
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Term
| Good service ___________ can win more customer purchasing and loyalty than if things had gone well in the first place. |
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Definition
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Term
| Customer ____________ are one of the most available yet underutilized sources of customer and market information |
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Definition
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Term
| Service marketers should take steps to provide their prospective customers with evidence that will help tangibilize the service, Promotional __________, employees' ____________, and the service firm's physical _____________ all help tangibilize service |
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Definition
| material, appearance, environment |
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Term
| A service organization should review every piece of tangible evidence to make sure that each delivers the desired organization _______ -- the way a person or group views an organization -- to target customers |
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Definition
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Term
| In a well-run hospitality organization, there are two customers: _________ customers and ______________ |
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Definition
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Term
| Customers who buy hospitality products experience some anxiety because they cannot experience the product beforehand. One way of combating concern is to offer _______________ trips, which allow meeting planners and travel agents to experience the service in a low-risk situation |
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Definition
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Term
Managers can use the following techniques to manage capacity:
a. Involve the _________ in the service delivery system
b. ________-train employees
c. Use ________-time employees
d. _______ or ______ extra facilities and equipment
e. Schedule downtime during periods of _____ demand
f. Change the ________-delivery system |
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Definition
customer
cross
part
rent, share
low
service |
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Term
Managers can use the following techniques to manage demand:
a. Use ________ to create or reduce demand
b. Use ____________ -- allow guests to request a specific time or room type
c. ____________ -- take more requests than you have space available
d. Revenue ____________ -- establish different rate "fences"
e. Use __________ -- customers are helped on a "first-come, first served" basis
f. Shift __________
g. Create ____________ events -- "Buy-one-get-one free" or " Children eat free" are examples. |
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Definition
price
reservations
overbook
management
queuing
demand
promotional |
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