Introduction to Quality Service Management in Tourism and Hospitality

Flashcards covering key vocabulary, service quality dimensions, and product components from Chapter 1.

Tourism Services

Services in tourism that are characterized as intangible, perishable, and consumed as produced.

Functional Quality

Service quality aspects that include service delivery elements such as staff attitude and communication.

Technical Quality

Service quality aspects that cover tangible factors such as cleanliness and food quality.

Reliability

A dimension of service quality defined as delivering promised services dependably, accurately, and consistently to meet customer expectations.

Responsiveness

A dimension of service quality focusing on staff willingness and promptness to help guests efficiently with their needs.

Assurance

A dimension of service quality involving employee knowledge, competence, courtesy, and ability to inspire guest trust, safety, and confidence.

Empathy

A dimension of service quality involving individualized, caring attention to guests' specific needs and preferences to build loyalty.

Tangibles

A dimension of service quality referring to physical facilities, well-maintained equipment, and groomed staff appearance.

Core Service Product

The main reason customers buy a service, such as accommodation or food and beverage.

Facilitating Products

Components that enable the delivery of the core product, such as reservations, check-in, and billing systems.

Supporting Products

Extra elements that add value and differentiate service, such as free Wi-Fi, breakfast, and loyalty programs.

TripAdvisor

An online review platform cited as an example of where guest reviews impact reputation and emphasize consistent service quality.