Quality Service Management - Lesson 1 Flashcards

A collection of vocabulary flashcards defining concepts, service dimensions, quality aspects, and service gaps from Lesson 1 of Quality Service Management.

Quality (Relational Definition)

The ongoing process of building and sustaining relationships by assessing, anticipating, and fulfilling stated and implied needs.

Quality (Standard Definition)

The consistent delivery of products and guest services according to expected standards.

Service Quality

A measure of how an organization delivers its services compared to the expectations of its customers.

Tangible (DOT FBSE Dimension)

Clean and professional facilities and shops, employees who look groomed and neat, and well-written and designed materials such as menus, websites, and signs.

Assurance (DOT FBSE Dimension)

The knowledge and courtesy of staff and their ability to inspire trust and confidence.

Empathy (DOT FBSE Dimension)

The careful and personalized attention that the service company offers to customers in order to adequately meet the needs of each customer.

Service Reliability (DOT FBSE Dimension)

The service provider's ability to reliably and accurately deliver the promised service.

Responsiveness (DOT FBSE Dimension)

The service provider's willingness to help, provide services promptly, and respond to customer inquiries, problems, or complaints.

Performance (Garvin's Dimension)

The product's essential function, which in the hospitality and tourism industry usually means rendering a prompt service in any circumstances.

Features (Garvin's Dimension)

The extra or special features or an enhancement added to the product or service that go beyond the basic functions/requirements.

Reliability (Garvin's Dimension)

The capacity of the tourism and hospitality establishment to deliver dependable, accurate, and trustworthy service to guests without delay, error, or misunderstanding.

Conformance (Garvin's Dimension)

The aspect of guest experience that conforms to the standard of service, such as cleanliness, timeliness, professionalism, and adherence to safety protocols.

Durability (Garvin's Dimension)

The aspect of service quality, physical infrastructure, or staff competence being durable, long-lasting, reliable, and consistent.

Serviceability (Garvin's Dimension)

Delivering the service with reliability, responsiveness, tangibility, assurance, and empathy that meets customer expectations.

Aesthetics (Garvin's Dimension)

The enhancement of the visual and sensory environment or ambiance that guests experience to help create a welcoming, comfortable, and memorable atmosphere.

Perceived Quality (Garvin's Dimension)

The subjective assessment or customer's perception of how well the service meets their needs, expectations, and preferences, formed by customer perception, brand reputation, and past experience.

Technical Quality

The systems and infrastructure designed and created to organize delivery of the service, such as computerized systems, machines, technical solutions, and know-how.

Functional Quality

The quality generated when a customer goes through interactions with employees in the creation and delivery of a hospitality experience.

Knowledge Gap

The gap that occurs when there is a difference between customer expectations and management or employee understanding of what is expected.

Standards Gap

The discrepancy between the service standards set by an organization and the service quality actually delivered or occurred.

Delivery Gap

The gap that occurs when service standards are not actually rendered, usually caused by employee performance issues or ineffective training.

Communication Gap

The gap that occurs when the service promised to the customer is not actually met or delivered, such as false advertising.

Satisfaction Gap

The gap between what customers expect from a service versus what they perceive they actually receive.