L2: SERVICE IS THE HEART OF HOSPITALITY

Service

one player offers to another in an exchange process, essentially intangible and does not result in ownership of anything.

transaction in which no physical goods are transferred

providing something beyond their normal expectations.

SERVICE MATRIX

provides you with a comparative analysis of your service offerings

Labor Intensive

process or industry that requires a large amount of labor

Customization

refers to the need and ability to alter the service to please the individual customer’s particular preferences.

Customization Service

is any service that’s tailored to the needs or individual customers. If the service better fits their needs, you’ll be more successful in service, sales and retention.

customer

called “moment of truth” and a series of moments of truth lead to a relationship.

Quality Management

involves deciding on quality standards and implementing a method

has emerged as a major competitive element

RELIABILITY

◊ Consistency of performance

◊ Being able to be trusted to do what is expected or has been promised.

ASSURANCE

◊ Is knowledge and courtesy of employees and their ability to convey trust and confidence.

◊ Customers expect businesses to be the experts in the service they deliver.

TANGIBLES

◊ Are physical features of the service being provided, such as the appearance of the building, cleanliness of the facilities, and the appearance of the personnel.

EMPATHY

◊ it is defined as the ability to understand the thoughts feelings or emotions of someone else.

◊ means that you can connect with and affirm a customer’s feelings, even if you are unable to resolve the problem.

◊ allow the customer to feel heard by acknowledging their feelings. Doing so helps to enhance the experience.

RESPONSIVENESS

◊ is the willingness to help and provide prompt service.

◊ Responding quickly to customer questions and concerns is vital, especially in today’s fast paced world.

Customer Oriented Approach

Customer orientation is a business approach in w/c a company solves for the customer first. It’s all about focusing on helping customers meet their goals.

QUALITY MANAGEMENT APPROACH:

• A service is made up of tangible and intangible components.

• According to Gronroos, a service can be broken down into two components namely Technical quality and Functional quality, both dimensions are relevant to customers.

Technical Quality

refers to what is delivered

Functional Quality

refers on how the customer receives

WORD OF MOUTH

This is the communication that flow from one person to another in a social loop and helps in formulating service quality perceptions.

PERSONAL NEEDS PREFERENCES

• The relative importance that the person gives to the service as an essential part of offer.

EXPERIENCE

The customer’s expectations also defend upon past experiences of the customer with the service provider.

EXTERNAL COMMUNICATIONS

• Like advertising, public relations and other publicity tools also influence the Quality-of-Service perception.

SERVICE GAP

deviation, a discrepancy between what was planned and what is done in the end

difference between what the customers expect and what they perceived

SERVICE QUALITY GAP

• The service provider does not know what customers expect.

• The wrong service quality standards are set.

• Standards are not met.

• What is delivered does not equal what was promised.

• Lead to service that does equal expectations.